Factors Influencing Customer Retention Towards Room Services

For different types of companies, quality might refer to quality of products or quality of service. Compares with quality of products, service quality is much more difficult to measure because service is intangible and acts and processes only existing in time. In addition, service has unique characteristic which cannot be found in products, such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on measuring service quality because it has already emerged as a key strategic issue. Companies want to better understand service quality, and to establish methods for improving quality to achieve competitive advantage and build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of literatures and companies pay attention to measuring

Future guests will also be able to enjoy an all-day dining restaurant, a day spa, 400 square metres of conference and meeting facilities, an indoor pool and gym, and parking.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Service Quality as described by (William G. Zikmund, 1993) “is the degree to which the performance of service provider’s matches customer expectations. It can also be defined as those essential characteristics of a service that measures its excellence”.

The location of our hotel is perfect, it is quaint and lovely; surely the ideal spot for a fully eco friendly property. We are the located in the heart of Chianti Classico, meaning tourists and travelers wanting

This hotel should be on the list of every budget traveler.This hotel greets you with its amazingly warm hospitality and wonderful ambiance.The hotel hosts of very caring staffs who serve to the need of every one who stays here.You can always choose to have your breakfast on the terrace while basking in sun, which is a great experience in itself.The rooms here are big, spacious and very neatly maintained.

In order to build and sustain a competitive edge, service organization need to strive to maintain a superior quality of services in an effort to gain customer loyalty, hence improving customer retention rates.(Kadampully,1998)

Considering service sector it is highly depends on the customers. Customer loyalty is influenced by customer-employee relationship. It is important for organizations to know how customers perceive the quality of services and how these perceptions translate into customer satisfaction and behavioral intentions. Moreover, for an effective marketing strategy and organizational development, organizations want to understand the ways of customer satisfaction. Service quality is the difference among consumer expectations and their perceptions of the service that they received.

The culture of commercial service has always been very important for the commercial activities for clients - buyers and traders, but in today's increasing competition this importance is increasing. Customer service is a set of activities ensuring the sale of goods and services to consumers. It affects all aspects of the businesses. It has to do with the manufacturing of products or preparing of the services, their supply, transport and the maintenance with the goal to satisfy customers' requirements. Customer service is the final stage of marketing and it summarizes the results of marketing activities. If manufacturers and retailers are not interested in customer service and what are the requirements of their customers, they will not be able to sell their goods and services and to realize optimal sales as the competition is doing. Successful implementation of customer service means winning and retaining customers, achievement of higher sales and income from them in long-term perspective, return on initially invested capital.

In order to be successful the business has to offer to its customer nothing less than perfect service that is preciously according to the customer needs and demands (Johnson, 2005).

Before going over the issues of the service performance, it is very crucialcritical to know the components of service experience which are categorized into four components: the service workers, the service setting, the service customers and the service process. The service workers include those who interact with the customer (such as waiters or bank tellers) and those who contribute to the service delivery out of the customer’s sight (such as chefs or bank accountants). The service setting includes physical environment in which the service occurs. The service customers are the ones that are receiving the service. Last of all is the service process, which is the sequence of activities necessary to deliver the service (Fisk, Grove & John, 2014, p.21).

Quality of service has been studied in the area of business management for years because the market is more competitive and marketing management has transferred its focus from internal performance such as production to external interests such as satisfaction and customers' perception of service quality.

Commence with the concept of service quality, satisfaction is an substantial idea which known as noted value to comply with customer expectation (Edvardsson 1998). Therefore, it is needed satisfaction measurement in perceiving quality of service whether for customer or non customer perception (Fellesson and Friman 2008). Moreover, converting satisfaction into qualitative

Customer loyalty is an important element for the companies for being successful in the competitive world. Therefore, companies always try to increase the number of loyal customers and the degree of their customers’ loyalty. For obtaining this, the elements, which cause a decrease in customer loyalty, must be learned carefully. The reasons for the decrease in customer loyalty are: (Coroglu, 2002)

In today’s world, the service sector dominates the different economies of developed and developing nations. Services require different management activities, “it differs a lot from the marketing of goods” (Berry, 1980). Indeed, services are considered as intangible, variable and perishable (marketingteacher.com). Thus, we can say that the traditional 4 p’s are not sufficient anymore. Indeed, the service marketing mix should now include three other elements, which are the physical evidence, the people and finally, the service process (learnmarketing.net). In addition, we can say that the marketing of goods is not as critical as the management of services quality, which occurs through the monitoring of customer satisfaction. In contrary to the marketing of goods which is more focused on the physical product component, services require a certain customer loyalty, this implying having good service marketing skills.