The marketplace is a key factor in the development of loyalty. The area or location where a hotel is build is very important as that is one of the main criteria of choosing a hotel to stay for a guest. The surrounding of the hotel area has to be an interesting place or either has to have a beautiful
I have sadly come across so many company policies that inhibit employees from delivering customer satisfaction, the result of which is poor sales growth and a decline in repeat business. Let us remember that without regular customers making frequent purchases then there can be no business. Businesses flourish or whither based on their ability to deliver customer satisfaction and develop a loyal customer base. Three positive effects of customer loyalty 1. Revenue increases due to repeat purchases and referrals 2.
All this will then in turn contribute to the retention and loyalty of customers. Factors that Influence Customer Loyalty Excellent customer service and complete satisfaction with the product or service are major factors that are relied on and influence customer loyalty. (Leland & Bailey, 2006, p. 9) stated, “Customers want a competitive price, good value, convenience and customer service and they want it yesterday” This suggests that customer loyalty relies upon customer service and matching what the customer wants and what they get in terms of satisfaction. There are many factors that can influence this such as, • Handling of customer complaints and compliments • Addressing
Hotels with quality service ultimately boost their profits. Because there are so many competitors in the industry, outweighing them means that hotels are required to meet the expectations of the customers in the services provided. How customers perceive hotel attributes is related to the degree which guests find different facilities important to their stay, as defined by Wuest et al. (1996). Cleanliness, price, location, services, facilities, vibes, and reputation and only some of the key attributes recognized as the decisive attributes by
Convenience The hospitality industry thrives on convenience. Commitment to customer satisfaction is essential ingredient for success. Offering high standards of convenience to customers is expanding in this competitive world. Value The importance of customer service in hospitality originates from the principle that the customer needs to be treated with priority, and he should see value in what he gets. If a customer strongly believes he is getting value for the money he is paying, he will keep coming back.
Performance that falls below expectations makes guests dissatisfied (Kottler & Killer, 2006). In the hotel industry, satisfaction of guests is in terms of their satisfaction with the service of the Front Office department and the customer relations developed by hotel staff (Al Rousan, 2011; Parasuraman et al., 1985). In hotel industry to acquire guest satisfaction is one of the most important thing, because when the guest satisfied with the service of the hotel front office, guests will choose back to the same hotel when they having a travel, so, this can increase hotel profit. However, the concept of customer satisfaction in this model is refers to the judgment depends on the good quality of service and fitness service to the needs and wants of the guests. According to Parasuraman, guest satisfaction is the level in which expectation of a guest is met or exceeded.
firstname.lastname@example.org, email@example.com, firstname.lastname@example.org Abstract In order to be successful in the complex market of hotel services, you need to do more than trying to attract new customers. Hotel managers also need to focus on keeping existing customers by implementing a successful effective policy of evaluation, satisfaction and fulfillment of their demands and expectation. Hotel industry services, rating and customer service satisfaction are almost built on the basis of service quality. A successful approach to service management focused on customer satisfaction can improve his loyalty and improve the positive image. For this reason, assessment and customer service hospitality will help determine their choice of the future.
Executive Summary 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.
Excellent communication skills improve guest service and it conveys that you are listening to your guest and valued them. Good communication skills will impress guests which will increase hotel business. Communication is not only important to communicate with guests but also in internal communication. Communication between staff members is important. Some employees are facing problem in communication due to poor command on English language.
The human component, here is the service provider, is extremely important in the provision of services. Customer expectation in hospitality services : All customers come to take a service with some expectation. The service provider need to understand whom they are working for and what they want. Good customer service and excellent customer satisfaction starts via understanding customers' expectation. After the service has given, company members should ask a few question regarding their services whether it met their expectation or not.