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. Measuring customer satisfaction with service quality using. 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. Service providers need to understand their customers and design their services in such a way that maximum possible satisfaction is attained by the customer. Impact of service quality on customer satisfaction in hotel industry.
The relationship between customer satisfaction and customer retention has been researched for many years. Customer satisfaction and brand loyalty in the hotel industry. The purpose of this study is to explore the effects of three customer perceptions brand image, price fairness on customer satisfaction and brand loyalty. Guest satisfaction and guest loyalty study for hotel industry. Customer service plays an important role in an organization ability. Unlike mother industries, the hotel industry prospers due to customers retention. A second purpose is to produce a methodology, which can be replicated by other. With few exceptions, customer satisfaction is at the heart of its offerings.
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. Customer satisfaction at the hospitality indus try. Holiday inn helsinkivantaa airport year 2015 pages 42 the intention of this bachelors degree thesis was to examine and observe the customer service and especially customer satisfaction in a hotel industry, and holiday inn helsinkivantaa. Pdf impact of service quality on customer satisfaction. Not only that, but hospitality is at the whim of individual likes and. Managing customer retention of hotel industry in malaysia. Objective two, the perceived value of customers can influence customer satisfaction. Minh and nguyen thi thu ha and phan ch\i anh and yoshiki matsui, year2015.
This leads to higher levels of customer satisfaction and customer loyalty. Objectives of the study i to examine customer care strategies used by sheraton hotel ii to establish the customer care service level at. The study involves hotels of highly competitive market with limited number of respondents. Employees play a key role in the success of businesses today. Questionnaire a study of customer satisfaction in hotel. It is one of the important tools to run a business and to achieve the mission statement. Analysis of job satisfaction in the hotel industry. Pdf customer satisfaction is the key driver for any organisation to sustain in current competitive era. An assessment of customer satisfaction in hotel industry in.
The sample population is 30 employees each from the two aforesaid organizations. Therefore throughout this study we hope to find a solution for following research question. This paper aims to identify the relation between customer satisfactions as dependent variable with other independent variables such image, customer expectation, service. Abstract this study was designed to assess the antecedents and consequences of customer satisfaction and retention in the hotel industry. 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.
A model of customer satisfaction and retention for hotels. In hotel industry customer satisfaction chiefly depends on quality of service. In hotel and hospitality industry guest satisfaction. Customer satisfaction is the key driver for any organisation to sustain in current competitive era. 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. Measuring customer satisfaction in the hospitality industry. Serving people is the foremost activity in hospitality, and being expertly served is the reasonable expectation of your guests. Customer satisfaction has been a central concept in marketing literature and is an important goal of all. Indian tourism and hospitality emerging as a chief growth driver for services industry in india, hotel. It is only through customer satisfaction that a hotel can retain its customers therefore, hotels have to provide service carefully because of the availability of too many other. The main objectives are to develop and implement a method for hotels to identify attributes increasing customer loyalty.
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 visitors of the particular hotel, which provides the questionnaires, have to share their experience and honest viewpoints about the services of the hotel, via. Design a customer satisfaction questionnaire for the following service industry. Customer satisfaction strategies for the hospitality industry. Customer satisfaction in the hotel industry the canadian center of. Customer satisfaction has become ansignificant performance indicator for the hospitality industrybusiness, as it indicates the strength of relationship between the.
However, in this study, three most popular and quite complete models which are servqual, holserv and lodging quality index are chosen for analysis. Studies only examined the exq scale in predicting customer satisfaction, brand loyalty and wordofmouth in banking industry and found significance of the scale. Customer satisfaction is an important aspect of every successful business including. A case study of hotel industry in vietnam, authornguy. Veasna ung is currently chair of faculty of tourism and hospitality, national university of. Customer satisfaction is used in case of the relevancy of purchasing transaction. The hotel customer satisfaction form is mainly designed to serve the purposes of the major hotel industries. An analytical study of wow customer satisfaction in hotel.
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. This study attempts to identify the quality attributes of the hotel services. To measure service quality and customer satisfaction in the hotel industry, there are some models. Pdf customer satisfaction modeling in hotel industry. Customer relationship management practices in the hotel. The relationship between customer satisfaction and consumer loyalty 2015. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Pdf measuring customer satisfaction in the hospitality industry. The methodology used was data collection through structured questionnaire from sample of target population and then this. Measuring customer satisfaction with service quality using american customer satisfaction model acsi model.
Management of the hotels should keep an eye on the prices of. The customer survey data serve as inputs to acsis proprietary model, which embeds customer satisfaction within a series of causeandeffect relationships. How far you go to create customer satisfaction determines the level of success for. A brief history of the hotel industry customer alliance. This study focused on service quality and customer satisfaction. In the evaluation of service quality and providing customer satisfaction, the perceptions of consumers play an extremely deterministic role altun. Focusing on the hotel industry, this study builds a functional definition of customer satisfaction and a practical approach to facilitate its measurement. This will facilitate authors the reasons and importance of room service and their. A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or downloads the fulltext.
The study is aimed at establishing the relationship between customer care and customer satisfaction in the hotel industry a case study of sheraton hotel. If there is any one industry that is on the court of the customer satisfaction game, its got to be the hospitality industry. Hence, exploring the importance for customers of hotel attributes in hotel selection are indispensable and more important is to find out the areas where they can enable their customers to experience wow elements. The model is based on the clients evaluation of service quality, which is a comparison of the expected and the obtained value as well as a consideration of gaps in the process of service provision. Field research conducted in the united states and japan support these new approaches. The study aims to measure employee satisfaction at two organizations viz, taj mahal hotel and itc maurya hotel, and to analyze which parameters play an important role in determining overall employee satisfaction. This is the most popular model to measure the customer satisfaction in almost services industry. Customer satisfaction in hospitality veronika rudchenko. A management approach focused oncustomer satisfaction can improve customer. How to improve customer satisfaction in luxury hotel industry. Service quality and customer satisfaction in hotels in. This lesson discusses customer service and guest satisfaction in the hospitality industry. In the luxury hotel industry, this model can be applied to know what is necessary to improve to avoid any competition.
Hence the companys personnel personify and represent the organization. Indeed, customer satisfaction has great significance for the future of any firm and it is seen as bases for securing market position. Up to a large extent due to heterogeneity in hospitality organizations service quality and customer satisfaction would depend on the ability, drive and willingness of personnel. In hotel industry customer satisfaction is largely hooked upon quality of service. In that regard every business should strive to have a good relation. Evaluation of the service quality for hotel industry a.
A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in. The effect of service quality on customer satisfaction. The objective of the study is to determine the impact of service quality on customer satisfaction in the hotel industry of ethiopia. Customer satisfaction in the hospitality industry your. In hotelindustry customer satisfaction is largely hooked upon quality of service. On the other hand, rwandan hospitality industry failed to satisfy customers, and. It also describes why they are important and how they impact the companys success. The digitalisation and academisation of the hotel industry does, however, present an opportunity to distinguish yourself from your competitors by utilising these new technologies in addition to applying hotel management knowledge. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Customer satisfaction is essential for the success of service firm like the hospitality industry. Unique to the hotel industry, the acsi captures customer opinions about critical elements of the guest experience, including. The purpose of this thesis was to investigate how customer satisfaction.
Hotel industry had a major growth in recent years in iran. Customer for hotel industry requires the hotels to match the perception of customer by delivering quality services. They help to form the image of the hotel in the customers eye. The hotel industry is highly service oriented as through the experiences, customers form opinions by comparing the service encounters against their expectations. Reth soeng for his many valuable comments, from which the paper greatly benefits. For this we studied the behaviour of customers of some big restaurant outlets in okara city. Your opinion towards price of sasg compared to other hotels. Factors that affecting customer satisfaction among local tourists toward budget hotels in malaysia iii declaration we hereby declare that. This will enable hotel managers to strike a balance between profitability and customer retention. This study conceptualized the customer retention of three star hotels in malaysia by measuring the hotels room service quality and customers consumption emotions, moderated by customers satisfaction.
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