A Case Study of Hospitality on Quality Service & Customer Satisfaction
DOI:
https://doi.org/10.61841/9t4vrc73Keywords:
Desires, Inn Quality Record, Organization Quality, Satisfaction, ObservationsAbstract
Convenience is an umbrella term covering a combination of associations, including diners, inns, resort and betting clubs. In an astoundingly forceful cabin industry, solitary hoteliers must find ways to deal with make their things and organizations stand separated among the others. The guideline purpose of this assessment was to investigate organization quality and customers satisfaction in cordiality industry: the example of picked inns in India, by applying a changed type of the lodge quality record model. As per the objective, drawing in and examination investigate systems were used to analyze the data accumulated through survey from a case of 170 respondents and association and backslide assessment were used to see the conditions and consistent outcomes associations. The key finding showed that there was a negative gap between certified service and foreseen service in all components of inn quality record and basic and positive associations of five assistance quality estimations and customers' satisfaction
Downloads
References
[1] P. Martínez and I. Rodríguez del Bosque, “CSR and customer loyalty: The roles of trust, customer
identification with the company and satisfaction,” Int. J. Hosp. Manag., 2013.
[2] L. A. Kasiri, K. T. Guan Cheng, M. Sambasivan, and S. M. Sidin, “Integration of standardization and
customization: Impact on service quality, customer satisfaction, and loyalty,” J. Retail. Consum. Serv., 2017.
[3] H. Oh and K. Kim, “Customer satisfaction, service quality, and customer value: years 2000-2015,” Int. J.
Contemp. Hosp. Manag., 2017.
[4] X. Xu and D. Gursoy, “Influence of sustainable hospitality supply chain management on customers’
attitudes and behaviors,” Int. J. Hosp. Manag., 2015.
[5] K. Ryu and H. Han, “Influence of the Quality of Food, Service, and Physical Environment on Customer
Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price,” J.
Hosp. Tour. Res., 2010.
[6] M. R. Kim, C. A. Vogt, and B. J. Knutson, “Relationships Among Customer Satisfaction, Delight, and
Loyalty in the Hospitality Industry,” J. Hosp. Tour. Res., 2015.
[7] K. Ryu, H. R. Lee, and W. G. Kim, “The influence of the quality of the physical environment, food, and
service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions,” Int.
J. Contemp. Hosp. Manag., 2012.
[8] B. Prud’homme and L. Raymond, “Sustainable development practices in the hospitality industry: An
empirical study of their impact on customer satisfaction and intentions,” Int. J. Hosp. Manag., 2013.
[9] K. A. Sun and D. Y. Kim, “Does customer satisfaction increase firm performance? An application of
American Customer Satisfaction Index (ACSI),” Int. J. Hosp. Manag., 2013.
[10] E. N. Torres and S. Kline, “From customer satisfaction to customer delight,” Int. J. Contemp. Hosp. Manag.,
2013.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
