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Management of Accommodation for Customer Satisfaction: NiteNite City Hotels, Birmingham - Coursework Example

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"Management of Accommodation for Customer Satisfaction: NiteNite City Hotels, Birmingham" paper provides a critique of current literature and arguments about the management of accommodation for customer satisfaction in hotels. The paper uses NiteNite City Hotels located in Birmingham City. …
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Management of Accommodation for Customer Satisfaction: NiteNite City Hotels, Birmingham
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Download file to see previous pages Scholars have defined service quality in relation to customer satisfaction and perception of quality. Accommodation is a central aspect of hospitality and its management plays a great in shaping customer perception about the quality of service. Many customers judge the quality of service they have received in a hotel based on the quality of accommodation among other factors. According to Ananth et al. (2002), in the hotel industry, service quality that satisfies the customers is very important in encouraging them to visit again or remain loyal to the hotel. It has been argued by a number of researchers that enterprises exist to serve their customers and quality of service and customer satisfaction are some of the critical factors for the success of any business (Berkman and Gilson, 1986). The key to gaining a sustainable advantage in the hotel business is based on delivering high-quality service that satisfies customers. In the hotel and hospitality industry, the greatest challenge to managers remains provision and sustenance of customer satisfaction (Barsky and Nash, 2006). Guest relations remain a key strategic factor in business success in the industry and customer requirements for quality service are becoming increasingly critical. Good management of accommodation is one of the aspects that are central to quality service and customer satisfaction (Barsky and Nash, 2002).

 The paper mainly focuses on service quality and customer satisfaction with relationship to accommodation. Aspects such as the target market of the hotel, location, rating, and pricing are considered in relation to the accommodation.

Customer satisfaction remains a popular topic in marketing literature although even after many attempts by scholars in its measurement and explanation, there is still no consensus on its definition. Customer satisfaction is generally defined as a post-consumption evaluative judgment about the quality of service or product offered (Atkinson, 2008).  ...Download file to see next pagesRead More
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