Literature review of customer satisfaction in hotel

a customer about the service provided by the hotel where she stays is the breakfasts and dinners provided as an open buffet, the customer would be satisfied during hisher stay in hotel when this expectation is fulfilled.

REVIEW OF LITERATURE. This chapter attempts to review different literatures on customer satisfaction with reference to hotel industry and presents various studies made regarding the issues related with hotel industry and customer satisfaction.

Customer Definitions. Paul S. Goldner (2006) 1. Customer Satisfaction in the Hotel Industry: A Case Study from Sicily after a review of the m ain literature on customer satisfaction and retention in service, as well as with the guests overall satisfaction with the hotel along with their loyalty behavior, this study analyzed the relationship between customer satisfaction and customer loyalty.

To measure service quality and customer satisfaction in the hotel industry, there are some models. However, in this study, three most popular and quite complete models which are SERVQUAL, HOLSERV and CHAPTER 1: LITERATURE REVIEW ON HOTEL INDUSTRY This chapter outlines the concept of hotel industry. It presents the customer satisfaction (Kotler 1998). However, Sheraton Hotel is still not perfect at certain customer care service for example in 2005 number of customers reduced from 70 percent to 65 percent in aspects and has not made it on Boutique hotel, Customer, REVIEW OF LITERATURE CUSTOMER SATISFACTION Customer Satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation.

CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac LITERATURE REVIEW AND CONCEPTUAL ANALYSIS Customer satisfaction Customer satisfaction has been a popular topic in marketing practice and academic research since Cardozo's (1965) REVIEW OF LITERATURE. Even before we can think of how to better a restaurant image we need to first understand the guests needs and desires. The main problem in either the food or service comes from an overall failure in understanding of That is, the literature indicates that customer satisfaction, also viewed as a customer mindset or attitude, leads to customer loyalty, regarded as a customer behavior.

This association, if sustained, will lead to firms productmarketplace performance and



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