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Customer Satisfaction In Hotel Industry

1337 Words6 Pages

Abstract Customer satisfaction shows how the customer perceives delivery of service. Customer satisfaction is a major function regarding service performance which is relative to the customer expectation. Therefore, it is critical to comprehend that how customer expectation is built in order to recognize the factors of service quality in the restaurant. Expectations differs from customer to customer, based on their knowledge and understanding of the product or service. It can be implied that the customer might estimate how the service performance will be or might think what the performance ought to be. Customer would be satisfied if the service performance meets or exceeds the customers’ expectation.
Introduction
Company profile
Durbar restaurant …show more content…

(1988) conceptualization of service quality, the previous SERVQUAL instrument consists of twenty two items. SERVQUAL is also known as RATER, which is a quality management frame work developed by Parsuraman to measure quality in service sector. The data on twenty two attributes were formed into five dimensions: empathy, tangibility, reliability, assurance and responsiveness. This instruments has been developed to measure service quality in a variety of services such as hotels (Saleh & Rylan 1991), hospitals (Babakus & Glynn, 1992), travel and tourism (Fick & Ritchie, 1991), insurance company, banks and a telephone company (Parasuraman et al. 1991). In this study, the researcher uses SERVQUAL framework as an instrument to explore customers’ perceptions and expectations lever of service quality toward the restaurant staff at the …show more content…

Kotler, 2000 stated that satisfaction is a one’s feelings of disappointment or pleasure resulting from comparing product and services’ perceived performance which is related to his or her expectation. Yi (1990) also defined that customer satisfaction is a formed outcome of evaluation, psychological reactions and perception to the consumption experience with a product and service.
Customers’ expectation
Davidow and Uttal (1989) presented that customers’ expectation is created by many uncontrollable factors such as previous experience with the companies and the advertising, customers’ psychological condition during the time of service delivery, values and background of the customer for the purchased product. Zeithaml et al. (1990) defined that customer service expectation is formed on complicated consideration, consists of their own pre-purchase beliefs and other’s opinion for the products.

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