Service Quality and Satisfaction of Tourists (Case study: Foreign Visitors of Iran's Four and Five Star Hotels)

This article analyzes the relationship between services of four/five star hotels in Iran and satisfaction of foreign tourists. Three aspects of hotel services (physical product, service experience and food/beverage) were considered through field research. The analysis of survey findings shows that all three probed service aspects are correlated with customer satisfaction while the relationship between experienced services and customer satisfaction is ranked highest. Iran’s hotel industry is faced with widespread problems and customer dissatisfaction.