Literature review customer satisfaction hotel industry
Customer satisfaction is the “holy grail” of success for business in the customer service industry. Journal of Retailing 57, 25-48 Yes, we can! Defines the concept and literature review customer satisfaction hotel industry analyzes its importance to services and its importance to serves in general and to hospitality / tourism services in particular In a study on the Malaysian hotel industry, Liat et al. Customer satisfaction (CS) has attracted serious research attention in the recent past. Discovered that perceived service quality would thesis statement homework help positively affect the customer satisfaction level. According to Pierce (2015), robots are ready to take over the hotel industry, for instance, the Henna-na Hotel found in Japan is entirely staffed with robots which have taken over peoples’ roles in this hotel. The goal of every successful business is to maintain a high level of customer satisfaction by providing their client with value added transaction through positive customer interaction. Customers in the hospitality industry like the hotel management industries are in a strong bargaining position due to the significant growth of hotels. The Cornell Hotel and Restaurant Administration Quarterly, 32–40. Customer satisfaction in the hotel industry: Meaning and measurement. Measurement and evaluation of satisfaction processes in retail settings. Dissertation, The Golden Gate University. In turn, the customer’s expectation is to feel important. Consumer loyalty is a good measure of the quality of services offered to customers.. 5 was taken to mean poor performance requiring intensive work for improvement to be achieved. Customer satisfaction comes with marketing that demonstrates the customer's wish. Thus, Hypothesis 2 is proposed as: H2a. This indicates that satisfaction is an outcome of post-consumption of product or service Customer satisfaction assumes an imperative part of your business. There is also a need to understand the difference in perception and expectations of full-time employees and part-time employees Keywords: Customer satisfaction, Service marketing, Customer loyalty, Hotel industry, Tourism industry 1. , 2010), enhancing the importance of customer satisfaction. This paper reviews the research on how to measure the level of CS, and classify research articles according. Hotels’ lodging service quality will affect customer satisfaction The literature review customer satisfaction hotel industry study will assist hotels to improve the overall level of customer satisfaction and it will also be useful to governments and commercial sectors to which the hotel and tourism industry is of much significance. As such, there is a need to ensure consistent long-term customer relationship in the industry to achieve this.. In the literature review, the history of artificial intelligence will be discussed, followed by a discussion on the need for AI in the. To assess the relationship between hotel services and customer satisfaction. Services offering from hospitality industry are necessities because of change in lifestyle. Field research conducted in the United States and Japan support these new approaches. To establish whether customer satisfaction strategies put in place have improved and sustained performance in the hotel industry. Key words: Service delivery, customer satisfaction, hotel industry. It is the result of an evaluative pro- cess that contrasts pre-purchase expectations with percep- tions of performance during and a er the consumption experience [6] Customer satisfaction has been one of the top apparatuses for an effective business. Literature Review Measuring customer satisfaction is an integral part of the effort that improves a product’s quality, resulting in a company’s competitive advantage (Cravens et al.