Shameem, A.L.M.A.

English

IR South Eastern University of Sri Lanka

Influence of Seven Ps’ on Customer Satisfaction in Hotel Industry in Sri 
Lanka 
 
ALMA.Shameem 
Senior Lecturer, Department of Management, Faculty of Mangement and Commerce, South Eastern University of 
Sri Lanka.  
E-  Mail : almashameem@yahoo.com 
 
 
This study aims to find out the influence of seven Ps’ on customer satisfaction in hotel industryin 
Sri Lanka.  The hotels and tourism business has been developing with the world fashionable 
sector, and various kinds of marketing applications and practices are using to attract tourist in 
this particular industry. It is the largest and fastest growing business sector in Sri Lanka. Further 
the post war scenario, the hotel and tourism industry is strongly taken major role to contribute 
this service industry to its forward tendency to attract tourism in many ways. The place Pasikuda 
and Arugam Bay becoming a famous tourist destination with the history of Sri Lanka. A 
methodical literature review was done in order to identify the variable for the conceptual 
framework of the study. For the reason of this study Pasikuda and Arugam Bay geographical 
areas were selected as a sample to represent the whole population in hotels in the East part of Sri 
Lanka, because of these are major tourist destination in Eastern Province which was seriously 
getting high business booming in postwar context. All those were taken convenient sample as 
representative. This research was covered mixed methods, research that combines both 
qualitative and quantitative research methods.  The study findings strongly support the argument 
that the strategically marketing practices should be implemented holistically. According to the 
above stated analysis, it is possible to conclude that six independent variables such as product, 
price, place, promotion, people, process all have positive effect and direct relationship to 
customer satisfaction in hotel industry while physical evidence   has a negative effect and direct     
relationship to customer satisfaction. 
 
Keywords: Seven Ps, Marketing Practices, Hotel Industry, Customer Satisfaction, Sri Lanka 
 
 


Influence of seven Ps’ on customer satisfaction in hotel industry in Sri Lanka

http://ir.lib.seu.ac.lk/bitstream/123456789/2666/1/Influence%20of%20Seven%20Ps.pdf

Influence of seven Ps’ on customer satisfaction in hotel industry in Sri Lanka

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IR South Eastern University of Sri Lanka