Literature review on customer satisfaction in hotel industry
43) is close to the highest value of 5 on the 5 point scale followed by Employees of the hotel will appear neat and tidy (as uniforms and personal grooming)” (4. Howard and Sheth (1969)5 define satisfaction as, “The buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices he has undergone”. The purpose of this study is to analyse the level of customers’ satisfaction at Nora Beach Resort, Koh Samui, Thailand. It presents the overview of hotel industry, its history and it also discusses about the growth and trend of the hotel industry nowadays RESULTS This literature review on job satisfaction in hotel staff identified 51 articles realized in different countries that met the inclusion criteria. Here, the major objectives of present investigation are: to assess the level of customer satisfaction at ritz-carlton hotel. Campos and Marodin (2012) describe the hotel industry as a service industry Satisfaction has been broadly defined by Vavra, T. This paper reviews the research on how to measure the level of CS, and classify research articles. Deepak Gupta Assistant Professor, Department of Commerce, Indira Gandhi University, Meerpur, Rewari. The study will assist hotels to improve the overall level of customer satisfaction literature review on customer satisfaction in hotel industry and it will also be useful to governments and commercial sectors to which the hotel and tourism industry is of much significance. Literature Review Campos and Marodin (2012) describe the hotel industry as a service industry. In turn, the customer’s expectation is to feel important. INDUSTRY PROFILE Hospitality industry. Field research conducted in the United States and Japan support these new approaches. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Quality of service is the key factor by which we can differentiate service products. Literature review on Hotel industry this is to go in the hotels section choi, chu, (2001) hotel satisfaction dimensions factors service Introducing Ask an Expert 🎉 Dismiss Try Ask an Expert. It is a point of differentiation. A totally satisfied customer contributes 17 times as much revenue as a somewhat dissatisfied customer. Unlike mother industries, the hotel industry prospers due to customers’ retention Accordingly, customers‟ most important service quality is „Food and beverages served will be hygienic, adequate, and sufficient‟ and the mean (4. Akter, D’Ambra and Hani (2013), literature review on customer satisfaction in hotel industry confirms that personality traits have both negative and positive influence on customer satisfaction and loyalty. Today's hospitality industry customer is increasing time poor, more sophisticated and more demanding. The data generated by this study were analyzed by market segment, compiled in various formats, and submitted to the hotel’s management for review (Barsky, 1992). To establish whether customer satisfaction strategies put in place have improved and sustained performance in the hotel industry. The customer satisfaction construct developed and implemented in this study is composed of three different sub dimensions relating to a hotel’s products and services: expectations, perceived performance, and importance. Of the total number of studies, 42 were conducted with employees and 4 with directors, 4 were mixed, and 1 was a meta-analysis.. Abstract Customer satisfaction (CS) has attracted serious research attention in the recent past. Customer satisfaction is the “holy grail” of success for business in the customer service industry. Thus, most literatures in the hotel sector consider customer satisfaction as an essential constituent of the hotel sector’s value position to customer (Maghzi et al. The goal of every successful business is to maintain a high level of customer satisfaction by providing their client with value.