A management approach focused oncustomer satisfaction can improve customer. The study is aimed at establishing the relationship between customer care and customer satisfaction in the hotel industry a case study of sheraton hotel. Guest satisfaction and guest loyalty study for hotel industry. Impact of service quality on customer satisfaction in hotel industry. Customer service plays an important role in an organization ability. Objectives of the study i to examine customer care strategies used by sheraton hotel ii to establish the customer care service level at. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hotel industry had a major growth in recent years in iran. Design a customer satisfaction questionnaire for the. Therefore throughout this study we hope to find a solution for following research question. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in. In the evaluation of service quality and providing customer satisfaction, the perceptions of consumers play an extremely deterministic role altun. The effect of service quality on customer satisfaction.
A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or downloads the fulltext. An assessment of customer satisfaction in hotel industry in cambodia1 veasna ung2 cas discussion paper no 89 april 20 1 this paper is largely based on my dba thesis. Pdf impact of service quality on customer satisfaction. Veasna ung is currently chair of faculty of tourism and hospitality, national university of. Unique to the hotel industry, the acsi captures customer opinions about critical elements of the guest experience, including. In hotel industry customer satisfaction chiefly depends on quality of service. Your opinion towards price of sasg compared to other hotels. In that regard every business should strive to have a good relation. The purpose of this thesis was to investigate how customer satisfaction. Service providers need to understand their customers and design their services in such a way that maximum possible satisfaction is attained by the customer.
Customer satisfaction in hospitality veronika rudchenko. To do this, they should look at the three categories of needs and expectations as seen in advance to improve, modify or change the service or the product3. The visitors of the particular hotel, which provides the questionnaires, have to share their experience and honest viewpoints about the services of the hotel, via. Service quality and customer satisfaction in hotels in. This is the most popular model to measure the customer satisfaction in almost services industry. Employees play a key role in the success of businesses today. For this we studied the behaviour of customers of some big restaurant outlets in okara city. Field research conducted in the united states and japan support these new approaches. On the other hand, rwandan hospitality industry failed to satisfy customers, and. Abstract this study was designed to assess the antecedents and consequences of customer satisfaction and retention in the hotel industry. The digitalisation and academisation of the hotel industry does, however, present an opportunity to distinguish yourself from your competitors by utilising these new technologies in addition to applying hotel management knowledge.
This will facilitate authors the reasons and importance of room service and their. This leads to higher levels of customer satisfaction and customer loyalty. Studies only examined the exq scale in predicting customer satisfaction, brand loyalty and wordofmouth in banking industry and found significance of the scale. Not only that, but hospitality is at the whim of individual likes and. Focusing on the hotel industry, this study builds a functional definition of customer satisfaction and a practical approach to facilitate its measurement. Customer satisfaction is the key driver for any organisation to sustain in current competitive era. This lesson discusses customer service and guest satisfaction in the hospitality industry. In hotelindustry customer satisfaction is largely hooked upon quality of service. The objective of the study is to determine the impact of service quality on customer satisfaction in the hotel industry of ethiopia.
Hence the companys personnel personify and represent the organization. With few exceptions, customer satisfaction is at the heart of its offerings. Customer satisfaction strategies for the hospitality industry. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. The main objectives are to develop and implement a method for hotels to identify attributes increasing customer loyalty. This study attempts to identify the quality attributes of the hotel services. The study aims to measure employee satisfaction at two organizations viz, taj mahal hotel and itc maurya hotel, and to analyze which parameters play an important role in determining overall employee satisfaction.
Factors that affecting customer satisfaction among local tourists toward budget hotels in malaysia iii declaration we hereby declare that. Minh and nguyen thi thu ha and phan ch\i anh and yoshiki matsui, year2015. A case study of hotel industry in vietnam, authornguy. Questionnaire a study of customer satisfaction in hotel. Serving people is the foremost activity in hospitality, and being expertly served is the reasonable expectation of your guests. The customer survey data serve as inputs to acsis proprietary model, which embeds customer satisfaction within a series of causeandeffect relationships. The relationship between customer satisfaction and consumer loyalty 2015. Measuring customer satisfaction with service quality using. Customer satisfaction is used in case of the relevancy of purchasing transaction. Pdf customer satisfaction modeling in hotel industry. Evaluation of the service quality for hotel industry a. Customer satisfaction is an important aspect of every successful business including. How to improve customer satisfaction in luxury hotel industry.
Management of the hotels should keep an eye on the prices of. An assessment of customer satisfaction in hotel industry in. Indeed, customer satisfaction has great significance for the future of any firm and it is seen as bases for securing market position. Analysis of job satisfaction in the hotel industry. Objective two, the perceived value of customers can influence customer satisfaction. Reth soeng for his many valuable comments, from which the paper greatly benefits.
Up to a large extent due to heterogeneity in hospitality organizations service quality and customer satisfaction would depend on the ability, drive and willingness of personnel. Indian tourism and hospitality emerging as a chief growth driver for services industry in india, hotel. A brief history of the hotel industry customer alliance. A second purpose is to produce a methodology, which can be replicated by other. In the hotel industry, in particular, the study of job satisfaction is of interest as the dedication, effort, and commitment of employees is an essential factor in ensuring customer satisfaction. If there is any one industry that is on the court of the customer satisfaction game, its got to be the hospitality industry. Measuring customer satisfaction in the hospitality industry. This study focused on service quality and customer satisfaction. To measure service quality and customer satisfaction in the hotel industry, there are some models. Customer satisfaction at the hospitality indus try. Hence, exploring the importance for customers of hotel attributes in hotel selection are indispensable and more important is to find out the areas where they can enable their customers to experience wow elements. Unlike mother industries, the hotel industry prospers due to customers retention.
This paper aims to identify the relation between customer satisfactions as dependent variable with other independent variables such image, customer expectation, service. The hotel industry is highly service oriented as through the experiences, customers form opinions by comparing the service encounters against their expectations. Customer satisfaction has become ansignificant performance indicator for the hospitality industrybusiness, as it indicates the strength of relationship between the. In hotel industry customer satisfaction is largely hooked upon quality of service. However, in this study, three most popular and quite complete models which are servqual, holserv and lodging quality index are chosen for analysis. In the luxury hotel industry, this model can be applied to know what is necessary to improve to avoid any competition. This study conceptualized the customer retention of three star hotels in malaysia by measuring the hotels room service quality and customers consumption emotions, moderated by customers satisfaction. Managing customer retention of hotel industry in malaysia. The purpose of this study is to explore the effects of three customer perceptions brand image, price fairness on customer satisfaction and brand loyalty.
In hotel and hospitality industry guest satisfaction. Customer satisfaction in the hospitality industry your. They help to form the image of the hotel in the customers eye. It is only through customer satisfaction that a hotel can retain its customers therefore, hotels have to provide service carefully because of the availability of too many other. And they should take good care of it because if not, it will deteriorate their customer service, their product, and most importantly, the life of their. Measuring customer satisfaction with service quality using american customer satisfaction model acsi model. This will enable hotel managers to strike a balance between profitability and customer retention. It is one of the important tools to run a business and to achieve the mission statement. The objective of this research is to identify the factors of image and customer satisfaction that are positively related to customer loyalty in the hotel industry. An analytical study of wow customer satisfaction in hotel. Customer satisfaction has been a central concept in marketing literature and is an important goal of all.
Holiday inn helsinkivantaa airport year 2015 pages 42 the intention of this bachelors degree thesis was to examine and observe the customer service and especially customer satisfaction in a hotel industry, and holiday inn helsinkivantaa. The model is based on the clients evaluation of service quality, which is a comparison of the expected and the obtained value as well as a consideration of gaps in the process of service provision. The methodology used was data collection through structured questionnaire from sample of target population and then this. Customer relationship management practices in the hotel. Pdf customer satisfaction is the key driver for any organisation to sustain in current competitive era. Customer satisfaction and brand loyalty in the hotel industry. Customer satisfaction is essential for the success of service firm like the hospitality industry.
The study involves hotels of highly competitive market with limited number of respondents. Customer satisfaction in the hotel industry the canadian center of. Pdf measuring customer satisfaction in the hospitality industry. This study extended that research to look at the antecedent effects of customer satisfaction as well as the effect of added value and gender on. A model of customer satisfaction and retention for hotels. The hotel customer satisfaction form is mainly designed to serve the purposes of the major hotel industries. Customer for hotel industry requires the hotels to match the perception of customer by delivering quality services. Design a customer satisfaction questionnaire for the following service industry. How far you go to create customer satisfaction determines the level of success for. The relationship between customer satisfaction and customer retention has been researched for many years. The sample population is 30 employees each from the two aforesaid organizations. It also describes why they are important and how they impact the companys success. Using data collected from chain hotels in new zealand, the findings indicate that hotel image and customer satisfaction with the performance of housekeeping, reception, food and.
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