Sampling involved a random selection of addresses from the telephone book and was supplemented by. The first objective is to determine the different variables which affect the customer satisfaction. Determinants of customer satisfaction, revisit intentions. Pdf factors affecting customer satisfaction related to the tourist. Factors affecting customer satisfaction related to the. To assess the perception of customer satisfaction on the services of the hotel industry. Price is the key element in the customer satisfactions in hotel industry because in pakistan most of the. It also aims to analyze how satisfaction levels influence a customer. Data were collected from one of the leading online hotel reservation services systems. Customer care is considered as a major tool for customer satisfaction kotler 1998. Factors affecting customer evaluation of service quality in travel agencies.
Full length research paper factors influencing customer. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. In the luxury hotel industry, this model can be applied to know what is necessary to improve to avoid any competition. The research method will help in examining the various factors those results in satisfaction in retail banking. This study focused on service quality and customer satisfaction. A study of customer satisfaction in hotel industry with special reference to annapoorna group of hotels in. Questionnaire a study of customer satisfaction in hotel. Moreover, the number of women who choose hotel industry, such as the receptionist and room cleaner positions, as her career more and more increase. The objective of this research is to identify the factors of image and customer satisfaction that are positively related to customer loyalty in the hotel industry. Hotel as well as the hospitality is the few industries of which the majority labor force is women. To measure service quality and customer satisfaction in the hotel industry, there are some models. Tourism and hospitality are among the worlds fastest growing industries 25 million tourists.
The purpose of the study is to examine and evaluate the factors affecting customer satisfaction and management schemes in restaurants in kolkata. Analysis of job satisfaction in the hotel industry. Customer satisfaction strategies for the hospitality industry. However, sheraton hotel is still not perfect at certain. Pdf factors affecting customers retention in the hotel. In the hospitality industry, customer satisfaction can. Service quality and customer satisfaction in hotels in. For sustained growth of this industry, experts in the. Customer satisfaction in the hospitality industry your. The research analyzed the significance of key factors that determine customer satisfaction. Customer satisfaction is an important aspect of every successful business including.
A structured questionnaire was employed to gather data and test the model. This will enable hotel managers to strike a balance between profitability and customer retention. In hotel industry customer satisfaction is largely hooked upon quality of service. It also found that customer service satisfaction affected customer buying intention. In that regard every business should strive to have a good relation. Pdf factors affecting customer satisfaction related to. Study of employee satisfaction in hotel industry dr.
Factors affecting customers satisfaction in restaurants industry in pakistan. The hotel industry is characterized by presence of many hotels which present a wide range of customer care services to their customers. Customer satisfaction is the most important factor in tourism marketing. The university of southern mississippi the aquila digital.
Gnanapala sabaragamuwa university of sri lanka, belihuloya, sri lanka customer satisfaction has been defined by researchers based on the interaction and relationship between the. He found that that both organization and individual factors affect the overall. To establish whether customer satisfaction strategies put in place have improved and sustained performance in the hotel industry. Factors affecting customer satisfaction in the hotel industry.
Factors influencing customer loyalty in hotel business. Factors affecting customer satisfaction related to the tourist hotel industry in sri lanka athula c. In the hotel industry, in particular, the study of job satisfaction is of interest as the dedication, effort, and commitment of employees is an essential factor in ensuring customer satisfaction. Those factors that most affect the customer retention have to been done in a very perfect way so the customer could be delighted by the service provided and by the service providers themselves. Effect of customer satisfaction on performance of the.
It is an area, which must not be taken frivolously as the hospitality industry has achieved a status of high employee turnover. How to improve customer satisfaction in luxury hotel industry. The hotel industry is highly service oriented as through the experiences, customers form opinions by comparing the service encounters against their expectations. In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction. Pdf factors influencing on customer satisfaction in hotel industry. How far you go to create customer satisfaction determines the level of success for your hospitality business. A total of 400 questionnaires were collected at, a four star accommodation located in muang district of mahasarakham. Factors affecting customers satisfaction in restaurants. Employees play a key role in the success of businesses today.
Customer satisfaction in hospitality veronika rudchenko. We examine the extent to which certain hotel features affect customer satisfaction in the european hospitality industry. A structured questionnaire on staff performance, cost, hotel facilities, environment and porn accessibility was developed and used to collect information from the study sample. Identification of factors that affect customer satisfaction is the main objective of the research. To find out the kind of strategies the hotel industry has put in place to enhance customer satisfaction. Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier. The role of customer satisfaction and image article pdf available in international journal of contemporary hospitality management 126 november 2000. With few exceptions, customer satisfaction is at the heart of its offerings.
A post war evaluation in sri lanka the hotels and tourismbusinesshas. Factors that affecting customer satisfaction among local tourists toward budget hotels in malaysia iii declaration we hereby declare that. Hospitality industry hospitality is the relationship process, presentation, formality and procedure experienced. The study explored factors affecting service quality perceived by a local hotel guest based on. Factors affecting customer satisfaction related to the tourist hotel. Customer experience is one of the most important factors affecting positive customer behaviour such as loyalty and personal recommendation.
Customer satisfaction has been defined by researchers based on the interaction and relationship between the customer s prepurchase expectations and postpurchase evaluation of the products and services that they have consumed. This is an electronic version of an article published in hwang j and zhao j. Not only that, but hospitality is at the whim of individual likes and dislikes that are unique to each customer. 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 attempts to identify the quality attributes of the hotel services. The customer pays a specific price for a bottle of wine or an upgraded hotel room, but ultimately what turns a customer into a guest is the experience they have while at an establishment and ultimately their desire to return. So in this way, customer s satisfaction seems an important key to achieve success.
The identified factors related to the to urists satisfaction. 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. Serving people is the foremost activity in hospitality, and being expertly served is the reasonable expectation of your guests. Customer satisfaction is established when brand fulfills the needs and desires of customers.
In the fierce competition in the hotel industry, products and services have been given the status of commodity mattila, 2006, hotel managers need to find a way to make special product and service in hospitality industry. To determine the factors that explain customer satisfaction in the full service restaurant industry. This study contributes in the service based industry literature by adding pakistani hotels customer satisfaction study. The findings suggest that patient experience was significantly associated. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand.
The above factors could be widely classified under two categories i. Objective two, the perceived value of customers can influence customer satisfaction. Factors affecting customer satisfaction related to the tourist hotel industry in sri lanka. A management approach focused on customer satisfaction can improve customer loyalty, thus. 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. Job and customer satisfaction are a matter of concern for any organisation especially hospitality industry, as the majority of staff working in the industry are part time. If there is any one industry that is on the court of the customer satisfaction game, its got to be the hospitality industry. The hospitality industry is unique in the fact that it sells an intangible product andor service. In the hospitality industry, customer satisfaction. The study explored factors affecting service quality perceived by a local hotel guest based on servqual framework and the impact of service quality on customer service satisfaction and customer buying intention. Do you know the factors that affect guest experience. Factors of affecting guests satisfaction and their loyalty a study.
Following are the important factors that could affect customer satisfaction. This study is an effort to help the hotel industry understand the factors that matters to the customer satisfaction. Moreover, 5 also identified service quality as an important indicator for customer satisfaction and business performance measurement. To do this, they should look at the three categories of needs and expectations as seen in advance to improve, modify or change the service or the product3. The study has investigated the factors that affected t he customer satisfaction related to tourists hotel industry in sri lanka.
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