Customer satisfaction in hotel industry

Research Methodology

TABLE OF CONTENTS
CHAPTER 1 : LITERATURE REVIEW INTRODUCTION .............................................................3
CHAPTER 2 LITERATURE REVIEW MAIN BODY.......................................................................3
Develop the understanding about the concept of client satisfaction...........................................3
Analyse the importance of consumer satisfaction.......................................................................4
The effect of client satisfaction on profitability of Marriott hotel.............................................5
Ways for improving customer satisfaction in hotel industry......................................................6
CHAPTER 3 : CONCLUSION ...........................................................................................................6
REFERENCES.....................................................................................................................................8

CHAPTER 1 : LITERATURE REVIEW INTRODUCTION
Literature review could be referred to as the academic document that involves the actual
knowledge involving substantial assemblage, and theoretic and method endeavour to specific
subject. It can also be referred to as the critical analysis of the particular topic. In context of present
study scholar will write literature review in order to demonstrate their understanding about the topic
selected for investigation. The other purpose of writing literature review is that researcher wants to
analyse the perception of other scholars as well as authors about the strategies adopted by hotels in
order to improve customer satisfaction. A systematic literature review will be executed for
investigating the relevant areas of publications over customer satisfaction in hospitality sector. The
rationale for conducting the literature review is that it helps scholar in identifying the best strategies
which are used by the companies operating in hotel industry for improving the satisfaction of
clients is very much important in order to drive firm towards success. Reason for selecting the
specific topic for literature review is that customer satisfaction are critical factors for success of any
organisation operating in service sector.
Literature review will include critical analysis of the strategies adopted by companies in
hospitality sector for improving customer satisfaction. It will also include the suggestion related to
the Tactics which can be implemented by Marriott hotel in order to provide more satisfaction to its
clients.
CHAPTER 2 LITERATURE REVIEW MAIN BODY
Develop the understanding about the concept of client satisfaction
As per the views of Lu, Lu and Neale, (2016), providing satisfaction to customer is
considered to be as foremost activity in the business. With this regard, guest expectations must be
fulfilled to determine positive customer level in hospitality business. Positive safe and effective
environment assists to identify perception imparted and achieve more success at workplace. Main
ingredient with special experience shows positive results in the organisation. Environment must be
clean, well and comfortable so that it increases more customer satisfaction. On the other hand,
Kandampully, Zhang and Bilgihan, (2015) argued that maximum number of customer satisfaction
can be achieve with maintain security. Frequent interaction with guests in hospitality business helps
to develop uniformed security which will frighten and impart sense of safety.
According to the points of Rahimi and Kozak, (2017), guest of the hospitality business must
concentrate on providing the high value proposition to customers, as it will assist them in building
strong relations with clients. Value can be inexpensive which include their visiting in form of