Customer Satisfaction In Hospitality Industry Essay
Topics:
Customer Perception Affecting Loyalty in Hotel Industry: A Study in Chittagong Metropolitan.
In Bangladesh, the hospitality industry is growing as a potential source of GDP. Numerous travel spots
furnished with natural beauties are waiting for tourists around the world to be visited. One may easily
find the surrounding quite favorable due to the presence of numerous hotels, restaurants, adequate
transportation system in an affordable price along with the ever welcoming Bangladeshi community.
Travel agents working in plenty to help customers with their travel plans and special rates based on
travel time, demand and location. Yet, we are concerned that this sector needs more emphasize to be
given for achieving the best output. In my study, I wanted to focus on the
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Thus, the employees should be highly concerned about how to manage the service
encounter, how to apply judgment and how to solve problems.
The objective of the research was to examine how the image, service quality and customer satisfaction
of a hotel affect customers’ loyalty. Further, it tries to discover the Top-of-mind awareness in the hotel
industry in the research area. For this, I designed and executed a study of a group of random
respondents who have stayed at any residential hotel during a certain time at Chittagong Metropolitan.
The respondents were required to fill in the same set of questionnaire based on the SERVQUAL service
quality model developed by Parasuraman, Valarie Zeithaml, and Len Berry. Multiple regression analysis
was used to predict the overall satisfaction, likelihood of return, likelihood of referral from a set of
independent variables like perceptions of customers’ of the hotel. The respondents were asked to rate
their level of perception and satisfaction for staying at a particular hotel in Chittagong Metropolitan on
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