Importance Of Customer Service In The Hotel Industry
Literature Review On Customer Satisfaction In Hotel Industry
The two major operating objectives of businesses in the hospitality industry are profitability and customer satisfaction. Customer satisfaction has several principles underlying its achievement. Consequently, this study was carried out to determine what the customers expect from this hotel and to ascertain the possibility of the hotel meeting their expectations. In order to attain customer satisfaction, it was imperative that an understanding of the prevalent expectations be achieved. The customers also had to rate their experiences of the hotel with respect to various aspects of customer expectations in the hotel industry. The main questions that the study seeks to answer include:. In carrying out this study, a mixed research design was adopted.
A Brief Literature Review: Customer Relationship Management
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Both public and private sectors have given much attention to the concept customer satisfaction in the past couple of decades. Naturally, administrators have requested their staff to do customer satisfaction studies for their own organizations. An analyst or researcher must operationalize the concept of customer satisfaction in order to measure it.