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. Customer satisfaction is the main element that will enable the hotel to maintain its popular brand. 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. Reth soeng for his many valuable comments, from which the paper greatly benefits. How far you go to create customer satisfaction determines the level of success for your hospitality business.
Service quality, customer satisfaction, servqual model. Customer satisfaction is defined as the individuals perception of the performance of the product. Article pdf available october 2010 with 155,620 reads how we measure reads a read is counted each time someone. Convenience sampling technique was used to collect quantitative data from customers of umea university, ica and forex to get their satisfaction. Specifically, the thesis used lake kivu serena hotel as a case study. To measure service quality and customer satisfaction in the hotel industry, there are some models. Overall, at what level were you satisfied with our hotel. The relationship between customer satisfaction and service. Customer satisfaction is key to the success of your hotel.
Moreover, it reports the difference in the customer expectations and perceptions for men and women, asian and european guests related to the hotel services. In hotel and hospitality industry guest satisfaction. A model of customer satisfaction and retention for hotels. A happy customer will continue to be a buying customer and a returning customer. Anything less than that, however, then i suppose it is something that they need to seriously work on if they want to stay in the game. 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.
Customer satisfaction in the hospitality industry your business. An assessment of customer satisfaction in hotel industry in. Article pdf available january 2019 with 12,481 reads how we measure reads a. Impact of service quality on customer loyalty in the hotel. Factors affecting customer satisfaction in the hotel industry. Measuring customer satisfaction in the hospitality industry.
Doc factors affecting customer satisfaction in the hotel. 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. 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. Customer satisfaction in hospitality veronika rudchenko. How employee satisfaction affects customer satisfaction. Service quality and customer satisfaction in hotels in.
Therefore, to improve customer satisfaction, prefer the quality of products rather than a variety of choices according to this survey. A case study from sicily article pdf available october 2010 with 155,620 reads how we measure reads. Measuring hotel guest satisfaction is conducted with the aim of improving the. Objective two, the perceived value of customers can influence customer satisfaction. We then chose to orient our questionnaire on the choice of a room for a night spent in paris.
Questionnaire a study of customer satisfaction in hotel. The top 3 reasons hotels need to focus on customer. A management approach focused on customer satisfaction can improve. In essence, the customer should walk away pleased at the result of the transaction not just content but actually happy. 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. This paper explores different aspects of customer satisfaction while trying to answer the following research questions. And they should take good care of it because if not, it will deteriorate their customer service, their product, and most importantly, the life of their. Identification of factors that affect customer satisfaction is the main objective of the research. Analysis of tangible and intangible hotel service quality. The hotel customer satisfaction form is mainly designed to serve the purposes of the major hotel industries. Hnn benchmarking hotel guest satisfaction and experiences.
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. The article summarizes the acsi scores for the hotel industry and major hotel brands in 2017 and 2018. Pdf customer satisfaction is the key driver for any organisation to sustain in current competitive era. Sep 18, 2018 according to latest statistics, the hotel service sector accounts for 38 percent of the value added in the world economic community. Focusing on the hotel industry, this study builds a functional definition of customer satisfaction and a practical approach to facilitate its measurement. The research method will help in examining the various factors those results in satisfaction in retail banking. 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. Pdf measuring customer satisfaction in the hospitality industry. Various researchers such as knutson and naumann succeeded to prove that satisfaction of customers is the cheapest mean of promotion. Therefore, building customer relationship is a backbone for all organizations in general, and companies in service industries in particular. 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.
Design a customer satisfaction questionnaire for the following service industry. Despite many attempts to measure and explain customer satisfaction, there still does not appear to be a consensus regarding its definition. Caruana 2002 proposed customer satisfaction and brand. Pdf customer satisfaction modeling in hotel 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. How to improve customer satisfaction in luxury hotel industry. Employee interactions set the tone for a positive or negative customer experience. Service should provide the customer with more than a product or action taken on hisher behalf. A study of customer satisfaction in hotel industry with special reference to annapoorna group of hotels in. Measuring customer satisfaction with service quality using. In addition to tracking revenue, you will want to track customer satisfaction in order to keep your best customers coming back. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination.
In this sector, quality and customer satisfaction play irreplaceable roles. 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. It can be guaranteed via a product or service that is of good quality gunarathne, 2014. The relationship between customer satisfaction and customer retention has been researched for many years. 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. This study contributes to the existing studies examining service quality and customer satisfaction in the hotel industries.
In hotel industry customer satisfaction is largely hooked upon quality of service. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. However, in this study, three most popular and quite complete models which are servqual, holserv and lodging quality index are chosen for analysis. 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. Design a customer satisfaction questionnaire for the. A management approach focused on customer satisfaction can improve customer loyalty, thus. Service quality and customer satisfaction in the hotel industry supervisor. Research on the topic of guest satisfaction, which translates. The results from the study could be helpful to the management of hotels in their policy formulation in the context of improving customer. How convenient were the hours of the food service options at our hotel. Field research conducted in the united states and japan support these new approaches. This study attempts to identify the quality attributes of the hotel services. The american customer satisfaction index acsi is an important benchmark to evaluate the quality of services provided by hotels and guest experience with various aspects of their hotel stay. However, customer satisfaction in itself does not guarantee loyalty because in some cases 65% to 85%.
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