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Customer Satisfaction In Hotel

871 Words4 Pages

Guest Satisfaction
Guest satisfaction measures how well the expectations of a customer concerning a product or service provided by the company have been met. It is an abstract concept and involves such factors as the quality of the product, the quality of the service provided, the atmosphere of the location where the product or service is purchased, and the price of the product or service. Businesses often use customer satisfaction surveys to gauge customer satisfaction.
Guest satisfaction is seen to be an essential for the success in the hospitality establishments. With the changing demand of guests to the services of hospitality establishments which includes green practices on the establishments operations. The focus on environmentally …show more content…

A study of Lita, et.al (2014), ten percent of the hotel guests indicated that they are not satisfied with green operation, but are willing to stay and support green hotel initiatives.
Contrary to these, a study on sustainable hotel practices (Berezan, et.al., 2013) shows that green practices overall do have a positive relationship on guests satisfaction levels and return intentions.
On the study of Baloglu and Millar (2008), to satisfy the hotel guest on the green attribute, the study identified a list of green attributes guest would prefer to be made available in the guest room of the hotel. This includes recycling in the guest room and energy saving …show more content…

On the studies abovementioned, identified common areas that were adopted by the hotels were energy efficiency and conservation, waste disposal, water efficiency and product purchasing. Also, an article published by ASEAN Tourism Standards indicating the major criteria in green management and also the member countries. There are 10 key criteria which are as follows; (1) Environmental Policy and actions for Hotel Operation (2) Use of Green Products (3) Collaboration with the Community and Local Hotels (4) Solid Waste Management System (5) Energy Efficiency (6) Water Efficiency and Quality (7) Air Quality Management (Indoor and Outdoor) (8) Noise Pollution Control (9) Water Waste Management (10) Toxic and Chemical substance Disposal Management In line with this, information about Department of Tourism accreditation standards were discussed according to classification and its involvement to green practices. As a part of the accreditation guidelines, a part of it is the green initiatives of the hotels. Moreover, journals (Susskind and Verna 2011; Cerovic 2015 and Lita, et. al 2014) discussed about the hotel guests intention in participating in hotel green initiatives. With the literature of different authors (Berezan, et.

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