The purpose was to compare two types of hotel in Bournemouth, with the goal of determining the factors in customer appeal and customer satisfaction. This chapter will explain what motivated this research, and…
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"Title: Determinants of Customer Satisfaction in the Hotel Industry: the relationship between customer satisfaction and 3, 4 star hotels"
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Before exploring these questions, some background analysis will be necessary; that is, what is hospitality? What role does it play with regard to the recipient? And finally, what value does the concept of hospitality have in enhancing the understanding of the concept of customer satisfaction in view of the thriving industry that it is today?
There has been a paradigm shift in the industry. For example, some amenities once regarded by many as an extravagance have become a basic requirement in the modern perception and lifestyle, evident in most part of the world. They include an out of town accommodation or spending an evening in an entertainment venue. Thus, the hotel industry has become a global one, culminating in the establishment of conventional standards and practices and identifiable types of guests, whether traveling for business or pleasure. Nevertheless, just like any other modern industry, it has become prone to adverse market effects, such as vulnerability to fluctuations in supply and demand, and the competition becoming very robust.
Therefore, in lieu of the unpredictable market, coupled with the desire to maintain a competitive edge over market rivals, the players in the industry undertake to consolidate their influence in the industry; through the development of a customer base that generates volumes through repeat visits and customer referrals. This approach bears more fruits as compared to the strategy of discounting room rates-which is not sustainable in terms of medium and long-term profitability.
This economic reality has dawned on the hoteliers- who are key players in the tourism industry. They have realized the fundamental importance of positioning themselves through establishing and maintaining a vibrant customer base, grounded on the philosophy of providing quality services that ensure and enhance customer satisfaction, and which create a brand that give the individual hotel a competitive edge over its competitors, other than
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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 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).
10). In the given case of the manufacturing company, the voices of the customers are raised against the poor products as well as against the customer service department and as a result, the sales and the profit volume decreases. In the third week after the new general manager joined the company, a customer came with a complaint regarding a defective product.
However, in 2009, the strong and usually sturdy industry has had its share of losses with a sizeable decline in leisure and corporate travel (Deloitte Touche Tohmatsu). Worse, the industry is showing to be susceptible to economic downturns in contrast to its resilience in the past years (Deloitte Touche Tohmatsu).
Total Quality Management deals with the product in its totality. It has been well recognized that Quality is determined by the combined efforts of various departments like Design, Engineering, Purchase, Production, Inspection etc. Total Quality Management is an across the company, management function which co-ordinates and controls various quality activities in order to produce a quality output.
Customer satisfaction in today’s world has come to occupy a place of vital importance. The phrase, “customer is king” is symbolic of the changing times where consumer courts are waiting to help citizens assert their rights. In this context, a traditional industry like banking has followed the trend and pulled up its socks.