Volume 21 No 3 (2023)
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Correlation Between Customer Satisfaction and service quality: An empirical study on Sustainable Tourism Develoment in Bangladesh
Md. Adnan Noor, Dr. Mohan Prashad Sharma
Bangladesh is endowed with every opportunity for global sustainable tourism growth; however, there are a number of roadblocks that might hamper the country's efficient sustainable tourism development. As a result, the purpose of the study is to investigate the impact of expected and perceived service quality on customer satisfaction in the context of Bangladesh's sustainable tourism development. There are a total of 28 questions been chosen, including the 22 questions from the "original SERVQUAL scale" as well as extra questions will assess the dependent variables. Customer satisfaction will be taken into account. The convenience sample approach has been used to collect data from a total of 105 people. The findings show both expected and perceived service quality have a positive impact on customer satisfaction. This research assist policymakers in developing a comprehensive plan and strategy for better serving visitors, as well as assisting Bangladesh's overall tourism growth. The researcher focused on the services and facilities of hotels and motels of different tourist spots and places that are the destination of tourists and visitors. The researcher also tried to find the service qualities of tourism in Bangladesh that will help to build a sustainable destination of tourist and visitors
Expected Service quality, Perceived Service quality, Customer Satisfaction, Sustainable tourism Development, SERVQUAL Model.
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