Getty Images We all know the importance delivering great service to our customers, no matter what kind of business we're in. If any industry lives or dies on its customer service, however, it's the hospitality industry, including hotels and lodging. Here, according to Solomon, are 5 powerful ways that 5-star hotels consistently accomplish this remarkable feat: It all starts with hiring Says Solomon, "It's not a coincidence that the employees you meet at a great hotel are so empathetic and enthusiastic.
Over the last few years, budget hotels have been gaining popularity especially in the United Kingdom because of the low prices that they offer for provision of comfortable services. Customers are waning away from standard hotels to budget hotels because a greater value for money is achieved at budget hotels.
Two hotels were chosen for the purpose of this study- Marriott and Travelodge of United Kingdom. Marriott is a standard or luxury hotel while Travelodge is a budget or limited services hotel. Various aspects of customer satisfaction and retention in these hotels have been researched.
Employee training and employee-customer relationship emerged as a major factor and was amply studied for the said purpose. Customer satisfaction entails meeting or exceeding the expectations of the customers while customer retention is a much longer drawn measurement of customer satisfaction.
Chapter 2 discussed the research design for the study. Questionnaires and interviews were used to elicit information and gather data from customers and employees of the hotels. After a comprehensive Literature review in Chapter 3, Chapter 4 has tabulated the findings of the research.
These have then been discussed and concluded meaningfully and logically in the last chapter of the dissertation.The American Customer Satisfaction Index, the nation's only cross-industry measure of customer satisfaction, gives businesses science-based insights across the complete arc of the customer experience.
Read More». satisfaction regarding the service quality of all areas in the hotel so that the hotel can assess the customer perception.
This study identified five factors of service quality by . Customer satisfaction researches have a long history backing to early s, anyhow in hotel industry it is necessary to carry out customer satisfaction surveys often enough to . quality, room qualities, and value are the top three hotel factors that determine travellers’ satisfaction.
VARIOUS THEORIES OF CUSTOMER SATISFACTION The contrast theory of customer satisfaction predicts customer reaction comparing perceptions against a standard (e.g.
expectations). Research also indicates. approaches to develop a model of customer satisfaction for the hotel industry. Customers compare a new service experience with some standard that they Their. HOTEL INDUSTRY: MEANING AND MEASUREMENT The the Customer Satisfaction and and the this and.
High-standard customer service can win your clients’ hearts and make you recognizable within your target group. Nowadays when social media play such an important role in making decisions it’s crucial to keep an eye on a quality of customer service you provide.