Customer Satisfaction in the Practices in the Hotels/Inns and Resorts

If the preferences of the guests corresponds to what we have in the hotel, we could know that those are the guests who belong to our hotel. We have to be able to satisfy the guests completely.

Nations Hotel Corporation is one of the reputed USA based hotel company, with an international presence in 15 countries worldwide. Hospitality industries are quiet competitive in nature and today’s success rule of hospitality includes knowledge, customer satisfaction and operational efficiency which provides pleasure of stay and departure to their guests. Any addition or subtraction in these components can increase or decrease the rating of any organization. Nations Hotel with 98% brand awareness and 72% as customer satisfaction ratio were still far from the race of preferred choice amongst the customers. Hence there, arose a need to

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

Customer satisfaction is the main concern of creating value and competitive advantage(zeithaml,1988;parasuraman,1997). Satisfaction is the feeling of pleasure or displeasure resulting from the comparison of products/services performance in relation to the expectations. Expectation comes from the past buying experience, friends or associates advice etc .The relation between expectation and performance decides the satisfaction ;whether it is high, medium or low.

In every business and in a hotel industry especially it is crucial for every manager to understand how to maintain employees’ and customers’ satisfaction while continuing earning profit for the owner. First of all, every manager should comprehend the links in the service-profit chain, for example, customer

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

Amenities, location, packages, rates, special offers - just a few of the many factors that are considered when choosing the functions of a hotel. I was very curious to see how different types of hotels differ in what they offer, how they offer it, and where they offer it. These services are extremely significant because they are what define a hotel. They define what type of guests they are targeting, what type of hotel they want to be perceived as, and what level of service they want to deliver to their guests. The impression of the hotel left on the guest is essential for the success of the hotel. The idea of adding amenities to keep up with competition or getting creative with services offered is not new. The Journal of Retail & Leisure

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

There are no studies which touched on the topic of “loyalty” to hotel brand in Riyadh City in the Kingdom of Saudi Arabia but there are some studies which had discussed the “loyalty” to a brand in other production sectors. For example, the study of (Salh, 2010 ) as it aimed to study the psychological and social factors and its effect on loyalty of mobiles’ buyers to the brand as the study concluded that there is relation between the psychological and social factors of user and mobile brand. The study of (Hasen, 2017) aimed to know the factors which lead to prefer a specific brand and concluded that there are several factors of preference of a specific brand such as quality, price, specifications and mental image of the brand. The study of (Al-Zabi, 2013 ) strived to examine the effect of concepts relevant to the nature of purchasing decisions, mechanism to make these decisions, methods of its evaluation, explain the types reference groups which affect purchasing decision of consumer of automotive goods and identify the types of effect (informative and standard) and degree of their effect on purchasing decision of consumer of automotive goods. The study of (Al-Khusroom, 2011 ) aimed to know the effect of perceived difference and perceived quality of on consumer’s loyalty to a brand. The study concluded that there is big effect of perceived difference which is created by brand in consumer’s mind in his loyalty towards this brand. Also, the perception of

These findings specify an optimistic relation between hospitality, guest fulfilment, and the hotel servicescape, the second of which is the mediator working here. This supports the positive relations between hospitality and guest fulfilment. In today’s highly modest hospitality business, the communication between customer service and attractive service atmosphere will increase the level of guest fulfilment significantly. The relation between the perceptible as well as the imperceptible elements of service contributions will positively make the service skill more pleasurable and impressive for the guests. According to the author apart from the consequence superiority, customers assess the service excellence based on interface quality the procedure by which the service product is transported as well as physical atmosphere excellence, which is the quality of the physical atmospheres where the service is transported. Hospitality introducing behaviour is

Regardless of the rising standard of living globally, individuals are not falling short of wealth. In accordance with Synovate, on the list of world’s largest research firms, affluent clients across Asia-Pacific possess huge spending power both in bad and the good times (Business Review, 2010). Seeing that Asia-Pacific basks in prosperity, midst classes drove the tourism industry up by double digits inside the region (The Straits Times, 2011). In accordance to The Business Times (2009), a research finds that people who earning income above average has got greater expectations when dealing with service excellence. Shangri-La, being upmarket 5-star hotel possesses the capability and experience to meet the needs in this market segment and offers the clientele together with service over and exceeding the

In hospitality industry, service quality and customer satisfaction play irreplaceable roles as most of the management facing difficulty in measuring them. It is essential to understand customer satisfaction these days. As it able to allow organizations to understand how consumer defines the service and product quality.

The purpose of this review is to evaluate the research about the effect of personalized service on the customers’ loyalty. My research will focus on the customers from the luxury 5-stars hotels who always receive the personalized service and also pay some attention on the measurement of the customers’ loyalty. Finally, through all the research aspect, the research will figure out what the relationship between the customer’s loyalty and the frequency of personalized service that they receive.

Service quality has a significant effect on repurchase intention, through a direct link between service quality, Customer Satisfaction, and behavioral intentions Among the various behavioral intentions, considerable emphasis has been placed on the impact of service quality in determining repeat purchase, which the more satisfied the customers are the greater is their retention and customer loyalty, while service quality influences a customer’s subsequent behaviour, intentions and preferences. When a customer chooses a provider that provides service quality that meets or exceeds his or her expectations, he or she is more likely to choose the same provider again. In addition, the hospitality’s reputation plays an important role in determination of purchase, repeated purchase, and customer loyalty (Choi et al., 2004, Yongyui, Cronin, Jones and Farquhar, 2003, Brady and Hult, 2000).

Researchers have continued to solidify the results of the original study by Mannell and Iso-Ahola’s in 1987 that states one of the motivation dimension that cause people to go out and recreate is the “excitement/thrills” dimension (Meng, et al., 2008). This dimension proves that when customers come to an organization with the mindset of seeking excitement and a thrill they may have a more positive perception of the customer service they receive from the employees. In the case of a theme park customers are paying for the excitement and then thrill, and the customer service will be perceived as greater given the circumstances. This will work to the benefit of the business before the experience begins. However, in the event of a negative customer service experience between the customer and the employee it will appear as much poorer customer service than if the excitement and thrill factor was not in play. In conclusion, the findings of the studies support the existing theories on the relationship between quality and motivation and satisfaction with behavioral intentions (Zeithaml et al., 1996). Zeithaml theory states that when the customer’s perception for the service is high, behavioral intentions are favorable and strengthen the relationship of customer with the organization (Zeithaml et al., 1996). On the other side, when the evaluation of service quality is low, behavioral intentions of the customers are not favorable with the