Satisfied guests are more likely to be repeat guests, spend more money in your hotel and become brand ambassadors. Pdf customer satisfaction modeling in hotel industry. Measuring customer satisfaction in the hospitality industry. In essence, the customer should walk away pleased at the result of the transaction not just content but actually happy. How to improve customer satisfaction in luxury hotel industry. Customers overall satisfaction with hotel experience can be explained by both intangible and tangible dimensions of hotel products and services gundersen et al.
The top 3 reasons hotels need to focus on customer. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Customer satisfaction in hospitality veronika rudchenko. Impact of service quality on customer loyalty in the hotel. Convenience sampling technique was used to collect quantitative data from customers of umea university, ica and forex to get their satisfaction. Mar 19, 2017 the top 3 reasons hotels need to focus on customer experience and satisfaction brand loyalty, customer value, guest experience, guest satisfaction the hotel and hospitality business is an everchanging landscape, and in recent years, it has become a cutthroat, hypercompetitive environment. A model of customer satisfaction and retention for hotels. However, in this study, three most popular and quite complete models which are servqual, holserv and lodging quality index are chosen for analysis. Serving people is the foremost activity in hospitality, and being expertly served is the reasonable expectation of your guests. May 31, 2019 employees are the driving factor behind customer satisfaction. Lake kivu serena hotel degree programme degree programme in facility management tutors hukkanen anita assigned by lake kivu serena hotel abstract the purpose of this thesis was to investigate how customer satisfaction enhances customer loyalty in hotels. How far you go to create customer satisfaction determines the level of success for your hospitality business. A management approach focused on customer satisfaction can improve.
A case study from sicily article pdf available october 2010 with 155,620 reads how we measure reads. The hotel customer satisfaction form is mainly designed to serve the purposes of the major hotel industries. Analysis of tangible and intangible hotel service quality. Objective two, the perceived value of customers can influence customer satisfaction. Customer satisfaction is key to the success of your hotel. Research on the topic of guest satisfaction, which translates. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions. It can be guaranteed via a product or service that is of good quality gunarathne, 2014. Various researchers such as knutson and naumann succeeded to prove that satisfaction of customers is the cheapest mean of promotion. We then chose to orient our questionnaire on the choice of a room for a night spent in paris. Service quality, customer satisfaction, servqual model. Specifically, the thesis used lake kivu serena hotel as a case study.
Customer satisfaction is defined as the individuals perception of the performance of the product. The relationship between customer satisfaction and customer retention has been researched for many years. 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 the hotel customer satisfaction form. 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. Reth soeng for his many valuable comments, from which the paper greatly benefits. Employee interactions set the tone for a positive or negative customer experience. Article pdf available january 2019 with 12,481 reads how we measure reads a. Questionnaire a study of customer satisfaction in hotel. A study of customer satisfaction in hotel industry with special reference to annapoorna group of hotels in. How convenient were the hours of the food service options at our hotel. Doc factors affecting customer satisfaction in the hotel.
In hotel and hospitality industry guest satisfaction. Article pdf available october 2010 with 155,620 reads how we measure reads a read is counted each time someone. This paper explores different aspects of customer satisfaction while trying to answer the following research questions. Design a customer satisfaction questionnaire for the following service industry. A happy customer will continue to be a buying customer and a returning customer.
The influence of wifi service on hotel consumer satisfaction. Antecedents of customers repatronage intentions yap sheau fen a kew mei lian kdu college abstract this study was designed to examine the relationship between service quality, customer satisfaction and customers repatronage intentions in the context of the restaurant industry. The research method will help in examining the various factors those results in satisfaction in retail banking. This study contributes to the existing studies examining service quality and customer satisfaction in the hotel industries. Nov 01, 2000 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. Service should provide the customer with more than a product or action taken on hisher behalf. This study attempts to identify the quality attributes of the hotel services. Service quality and customer satisfaction in hotels in. A management approach focused on customer satisfaction can improve customer loyalty, thus.
It is through customer satisfaction that the hotel attracts new customers mostly through recommendations from loyal customers as well as through the popularity of the global serena. Hnn benchmarking hotel guest satisfaction and experiences. Customer satisfaction customer satisfaction has been a popular topic in marketing practice and academic research since cardozos 1965 initial study of customer effort, expectations and satisfaction. In hotel industry customer satisfaction is largely hooked upon quality of service. To measure service quality and customer satisfaction in the hotel industry, there are some models. Pdf measuring customer satisfaction in the hospitality industry. In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. Customer satisfaction in the hospitality industry your business. The results from the study could be helpful to the management of hotels in their policy formulation in the context of improving customer. 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 customer satisfaction and customer retention, and how they relate to the intent to switch. Identification of factors that affect customer satisfaction is the main objective of the research. Therefore, building customer relationship is a backbone for all organizations in general, and companies in service industries in particular. However, customer satisfaction in itself does not guarantee loyalty because in some cases 65% to 85%. Service quality and customer satisfaction in the hotel industry supervisor.
Background of the study customer care was defined by kotler 1998 as a service that one can offer to another which is essentially intangible and does not result in the ownership of anything but brings about customer delight and satisfaction. Focusing on the hotel industry, this study builds a functional definition of customer satisfaction and a practical approach to facilitate its measurement. The article summarizes the acsi scores for the hotel industry and major hotel brands in 2017 and 2018. An assessment of customer satisfaction in hotel industry in. In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction. Therefore, to improve customer satisfaction, prefer the quality of products rather than a variety of choices according to this survey. Design a customer satisfaction questionnaire for the.
Customer satisfaction is the main element that will enable the hotel to maintain its popular brand. Moreover, it reports the difference in the customer expectations and perceptions for men and women, asian and european guests related to the hotel services. 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. Factors affecting customer satisfaction in the hotel industry. Pdf customer satisfaction is the key driver for any organisation to sustain in current competitive era. In this sector, quality and customer satisfaction play irreplaceable roles. In addition to tracking revenue, you will want to track customer satisfaction in order to keep your best customers coming back. Sep 18, 2018 according to latest statistics, the hotel service sector accounts for 38 percent of the value added in the world economic community. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Despite many attempts to measure and explain customer satisfaction, there still does not appear to be a consensus regarding its definition. The relationship between customer satisfaction and service.