This study aims at examining the relationship between customer satisfaction and the quality of services by making use of Taj hotels. The paper analyzes if customer satisfaction can make a customer return to a hotel or recommend a guest to use the hotel…
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Additionally, offering good quality services leads to word of mouth recommendation resulting in the increased popularity of a business. The quality of services becomes a more important factor in the hospitality sector. There are assumptions that customer satisfaction is the most reliable indicator of the quality of services. However, there are disagreements on whether hotels should focus on measuring the service quality or the customer satisfaction when determining the areas to improve on. Background Literature Related to the Problem There are different perspectives regarding the relationship between quality of services and customer satisfaction. Some people argue that satisfaction is a precursor of the quality of services. Others claim that service quality results in customer satisfaction. Different methods have been used to examine how service quality relates to customer satisfaction. ...
The level of satisfaction towards a service or good is determined by the perceptions of the consumers or customers. Moreover, satisfaction is crucial in the hotel business since it determines the capability of a hotel to attract new clients or retain the existing ones. Some hotels such as Taj have created ways of getting feedback from their clients to enable them to measure the customer satisfaction towards certain services. This is crucial since the hotels are able to identify areas that require improvement and work on them. Improved service delivery results in the improvement of the overall image of the hotel. Additionally, the quality of services in a hotel can be measured through determining the perception of the customers towards the tangibles such as food. Most customers will determine the quality of a product by considering the price. This enables them to determine if a product is worth a given price or not. According to Nagadevara (2008), the hospitality industry greatly relies on word of mouth communication in getting new customers as well as retaining the existing ones. If a customer’s checks into a hotel and is satisfied by the services offered, they are likely to share the experience with their friends who might visit the hotel to enjoy a similar experience. On the other hand, a non-satisfied customer is also likely to share the experience with friends, which will result in the development of distaste towards the hotel. One factor behind the success of Taj hotels is the customer satisfaction. There are different factors contributing to customer satisfaction. One such factor is the beautiful architecture of the hotels that have made them be considered iconic.
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From the following research it can be comprehended that a look into literature proves that while service quality is something measurable and comparable, customer satisfaction is a more complex one which is influenced by perceptions of satisfaction and customer expectations along with quality.
The magic key in today’s market became Service Quality; this concept is widely spreading and became highly weighted customer priority. Maintaining high service quality is a competitive edge for any firm; companies now are very much concerned with that concept investing and focusing on the service quality to maintain the differentiation and survive in the new global world.
The technologies have caused a dramatic revolution in virtually every aspect of daily routine; it presents the civilization of Human being. Now-a-day the internet has become a part of everyday life, the power of the Internet in global trade relationships is growing day by day.
Researchers acknowledged the importance of the concept and implications of customer loyalty in marketing (Reichheld and Schefter 2000). Customer loyalty benefits organizations and consumers. Customers are motivated to invest their commitment to organizations and products that are value-added and are of superior quality, compared with the competitors’ offerings (Reichheld 1996).
INTRODUCTION In the recent years research relating to customer satisfaction in the service industries has increased dramatically (Peterson and Wilson, 1992). This has been accredited due to an increase in the growth of service industries (Danaher and Haddrell, 1995).
The author states that to regulate service delivery, supervisors tend to enforce procedures and rules on the staff to restrict their discretion and autonomy. These similar procedures and rules are envisioned to restrict the magnitude of service delivered for the client and the subsequent absence of customization.
Since then, companies have began to appreciate the importance of catering to the needs of consumers; particularly those who appear to be satisfied with the services they receive as first time customers. Customer satisfaction is particularly important for service producing firms as the service becomes the actual products that is being marketed to the client(s).
Reforms in the banking sector have also blurred the lines between banks and non-banks, thereby increasing pressure on banks to perform. Customer experience now defines service quality and poor service quality can push customers to switch service providers.
Moreover, the hotel also provides rooms for the travelers with every facility ranging from free wifi to television and a small refrigerator in the rooms. The hotel’s management takes proper quality measures to ensure smooth working of all