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International Journal of Scientific and Research Publications, Volume 4, Issue 11, November 2014 1 ISSN 2250-3153 Relationship between Service Quality and customer Satisfaction in Sri Lankan Hotel Industry Umesh Gunarathne Department of Marketing Faculty of Management and Finance University of Ruhuna Matara: SRI LANKA Abstract- After 30 years war, as a country Sri Lanka has a great opportunity to develop tourism industry and there are lot of tourists visit to spend holidays in Sri Lanka from around the world. In tourism industry Hotels play a major role. Therefore the hotels should be provided excellent services Quality for their customers. services Quality is considered substantial when it comes to define organizational success. The winning strategy is to deliver best services Quality to customers. Today, need to improve services Quality in Sri Lankan hotel industry have come under limelight due to stiff competition where hotels are trying to attain competitive advantage through the human factor.
International Journal of Scientific and Research Publications, Volume 4, Issue 11, November 2014 1 ISSN 2250-3153 www.ijsrp.org Relationship between Service Quality and Customer
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