Service quality and customer delight in the hospitality sector of Pakistan
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Abstract
The current study investigates the relationship between service quality and its dimensions with customers’ delight in the hospitality sector of Pakistan. Using a convenient sampling technique, data was collected through a survey questionnaire in order to examine customers’ hotel experiences. Returned and usable questionnaires were 157. The data was analyzed using descriptive statistics, common method bias, reliability and correlation analysis. Results of this study showed a positive link between service quality and customer delight in the context of Pakistani hotels. Finally, implications, limitations and future research suggestions are provided.
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