The Role of Service Quality in Improving Customer’s Satisfaction in The Hospitality Industry of Islamabad: Perspectives From The Event Management Industry

Abstract

“Quality is not an act but a habit” ~ Aristotle. Hospitality is a growing industry in Pakistan. Islamabad being the capital is a hub for local as well as international events. This study will examine whether service quality assessment can be seen as attitude formation and will be conducted to explore the opportunities and challenges regarding service quality in the hospitality industry in Islamabad. The objective of the study is to evaluate the impact of event management industry performance on customer satisfaction and service quality through qualitative methods like interviews. This research is crucial for the practitioners as well as for the progression of academia in the hospitality industry. It will allow us to understand the perspective of the people of Islamabad towards service quality. This research will focus on Small and Medium Enterprises (SME) related to the hospitality industry of the Capital. This research has used interviews to explore service quality thoroughly and suggest solutions for it. Regarding event management, using the knowledge from the professional field and the developments that plays a significant role. The findings of this study have suggested that there is a gap between the understanding of the owners/managers and the customers regarding service quality. They both perceive it differently with only little similarities. Both of them consider separate aspects to be the most important ones which is one of the main reasons of poor service quality offered by the small and medium enterprises (SME). From this knowledge, as generated by this research paper, one can create and implement the event strategy. This supports and advises the board in realizing the mission and goals of the city of Islamabad. There is a need to conduct this research as there is no research on the service quality of event management companies of Islamabad.