Hotel Equatorial Hotel Case Study

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First, the guests will have a higher satisfaction leading to positive word-of-mouth. For example, Hotel Equatorial have a marketing team whereby they understand the hotel very well from the hotel mission, vision, goal to the products or services offer to the customers. Hence, marketers would able to explain well and with confident to the customers. Thus, it would able to attract customers as customers will feel more confident with the hotel services. When customers feel comfortable and confident with their services, they will continue come to hotel for next time tourism or trip and recommend it to their family and friends. Indirectly, Equatorial Hotel have free promotion from their customers to their family and friends as word-of-mouth are more…show more content…
Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. Moreover, customer satisfaction can differentiate the services of Hotel Equatorial with others. Hotel industry is having a high competitive market. For example, at Melaka there are several hotels such as Ramada, 906, Swiss-Garden Hotel & Residences Malacca, Hatten Hotel and so on. Customer satisfaction will be the key element of a business strategy. Hotels who offer amazing customer experiences create environments where satisfaction is high and will get more customers. A good customer satisfaction will reduce the negative word-of-mouth. It will happen because customers are unhappy with the services. The hotel will loss of support from the customers. It will risk the hotel from maintaining the relationships and the reputation. For instance, customers will stop coming to the hotel. The customers and their friends as well as relatives will blacklisted the hotel after one of them received bad services. This will increase the expenses of the hotel due to not making any

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