| dc.description.abstract | As per Sri Lanka Tourism Development Authority,
19 percent of guests chose five star hotels. Out of all the five
star hotels in Sri Lanka, Hilton Colombo has been a leading
hotel and it had been the market leader. However, the
annual reports of Hilton Colombo show the revenue and
profit has declined in the recent years. Hence the researcher
hypothesized that it may be due to poor service quality. The
objectives of the current study are; to study the
determinants of service quality, to explore the contributions
of consumer buying behaviour and to analyse the
relationship between service quality and consumer buying
behaviour through customer satisfaction. In the current
study, the sample size is 60 customers and the data
collection method used is a mixed method. The qualitative
analysis was conducted through the case study approach
whereas quantitative analysis was done through SPSS Amos
(21). The reliability of the current study was 85.5 percent and
expert’s review was used to ensure the validity of the study.
The model fit of the current study is analysed through
CMIN/DF which is 2.422, GFI which is 0.950, PGFI which is
0.170 and RMSEA which is above the standard level of 0.05.
Even though RMSEA is high, since all the other model is
perfectly fitting the range, the current study can be
concluded as the model is fit. Finally, the study concludes
that Tangibles, Assurance, Responsiveness and Empathy
were found to be positively related to behaviour. Studies
done by Parasuraman et al. (1985), Agbor (2011) and Kumar
and Barani (2012) have supported the findings of the current
study. | en_US |
