Effect of Customers’ Satisfaction on the Development of Hospitality and Tourism Industry in Bangladesh with Special Reference to Hotel City Inn Limited, Khulna

This research paper has attempted to discover Effect of Customers' Satisfaction on the Development of Hospitality and Tourism Industry in Bangladesh with Special Reference to Hotel City Inn Limited, Khulna. This study has been conducted through sample survey of 150 customers (75 from room service and 75 from restaurant service) The study has used five broad satisfaction-specific factors named as reliability, responsiveness, assurance, empathy and tangible which have many sub factors. The most important satisfaction specific factor is tangible as it has got the highest mean value among five satisfaction specific factors. The regression model number one is showing that marital status, responsiveness, assurance and tangible have statistically significant effect on overall satisfaction level from restaurant services whereas for room service marital status, income, room booking system and responsiveness have statistically significant effect on the overall satisfaction. This research has also found that there is no statistically significant effect of overall customer' satisfaction from restaurant service on the development of hospitality and tourism industry in Bangladesh but there is statistically significant effect of overall customer' satisfaction from room service on the development of hospitality and tourism industry in Bangladesh.