Impact of Perceived Service Quality on Repurchase Intention and Word of Mouth: Mediating Role of Customer Satisfaction

The current study provides and tests an integrated model that examines customer satisfaction as a mediator among the relationship of perceived service quality, repurchase intention, and word of mouth. This research was a quantitative study. A convenience sampling technique was used for this research. Data was collected from those people who are availing hotel services in different cities of Pakistan. The sample size of this study was 210. SPSS software was used for data analysis. Findings of this research show that if the service provider of the hotel industry provides quality services to the customers, then customers will be happy and satisfied. If the customer is satisfied with the service provider, he will reuse those particular services in the future if needed and also generate positive word of mouth and voluntarily promote that particular service provider to others as well. Managers should try to establish those kind of strategies which helps to provide a quality and satisfying consumption experience to their customers, which can lead towards repurchase intention and positive word of mouth.