BUSM4566 - Customer Satisfaction in Hotel Industry

Running head: CUSTOMER SATISFACTION
Customer Satisfaction in Hotel Industry
Name of the Student
Name of the University
Author Note

1CUSTOMER SATISFACTION
Table of Contents
Conceptual Framework from the Articles.......................................................................................3
Common themes from the articles...................................................................................................4
Customer satisfaction...................................................................................................................4
Customer loyalty..........................................................................................................................4
Different themes from the articles...................................................................................................5
SERVQUAL model.....................................................................................................................5
HOLSERV and Lodging Quality Index (LQI)............................................................................5
Limitations of the study...................................................................................................................6
Future research.................................................................................................................................6
Reference List..................................................................................................................................7

2CUSTOMER SATISFACTION
Conceptual Framework from the Articles
According to Amin et al. (2013), the theory on customer satisfaction in the hotel industry
has developed over the recent years, as many studies have been conducted with respect to this
topic. Since the hotel industry is one of the fastest growing industries on a global scale, it is seen
that the consumers are attracted towards the new products and services that are being offered by
them. This has helped the hotel industry in satisfying the customers being providing them with
premium quality of products and services (Mc Cullagh 2010).
The article will deal with the satisfaction of the customers in the hotel industry. It will
help in finding out the expectations that the customers have when they stay in a hotel for leisure
or for business purposes. The customers need to feel that they are appreciated within the hotel so
that the quality of service that will be provided to them can be high with respect to the
expectations of the customers.
The hotels need to keep up with the promise that they will deliver the best quality
products and the services to the customers so that they can be satisfied with the quality of the
hotel. The major disappointment that the customers face is when they find out that the products
and services were not provided to them, which attracted them towards the hotel. This acts as a
drawback for the customers, as they tend to find alternatives where they would find the premium
quality of products and services (LE 2010).
The hotel organizations need to have loyal customers so that they can come back to the
hotel when they visit that particular place for rejuvenation or for business trips. The hotels need
to analyze the feedbacks that will help them in serving the customers in an efficient manner. The
loyal customers need to be provided with special gifts or discounts so that it can help them in