Customer service quality and Customer Satisfaction in hospitality industry

Running head: Customer Services 1
Tourism and Business Research
Customer service quality and Customer Satisfaction in hospitality industry

Customer Services 2
Contents
Background......................................................................................................................................3
Significance.....................................................................................................................................3
Problem Statement and Objectives..................................................................................................4
Scope................................................................................................................................................4
Literature Review............................................................................................................................4
Reference List..................................................................................................................................7
Appendices......................................................................................................................................8

Customer Services 3
Background
Customer satisfaction is vital for the hospitality industry as it develops the economic condition of
the particular country. Satisfied customers with products and brands are most likely become
loyal customers and keep spreading good word of the hotel. In case of disappointment from
products and services, they will most likely switch off brands and talk bad about provided bad
services from the hotel. The research is conducted on “Customer service quality and Customer
Satisfaction in hospitality industry”. There are some hotels that apply customer centric approach
and provide the better services to the clients because customer contentment is a crucial
component of their businesses. ADGE apartment hotel and Melbourne Marriot hotels are the
example of them because these hotels are having huge range of services such as dining, fitness
and effective deals. It has been found that all 185 rooms of Melbourne Marriot hotels features in-
room childcare, in-room dining, pillow top beds and premium bedding, free news paper and
supportive staff that help customers instantly. ADGE apartment hotel is situated in 22 Riley
Street, Surry Hillls, Sydney, Australia. It has various features such as kitchen, parking,
restaurant, pool, 24 hour reception and many more that are sufficient to make customer satisfied
(Booking, 2018). The study is being conducted to analyse the importance of customer
satisfaction in hospitality industry. there are various examples of hotels all over the world that
provide high quality of customer satisfaction and customer quality services such as Sporting
Club Hotel which is situated in Italy and adopted the critical incident approach with semi-
structured and unstructured interviews to provide the better services to its customers (Dominici
and Guzzo, 2010). However, there are many hotels in the hospitality industry that are facing
issues to satisfy the customers from the services and it is ongoing due to increase competition in
the industry and demand of the customers.

Customer Services 4
Significance
The rationale of the study is to define the role of customer satisfaction in the hotels of Australia.
This study will help service givers such as hotel to know about the significance of care to their
clients in term to know the role of customer satisfaction in the enlargement of the organization.
Management and marketing is the significant part of the hotel industry. This research will
evaluate the various factors regarding hospitality management and marketing which would be
helpful to know the factors that may attract tourist towards organization and along with that there
are various way by which customers can satisfied but there is need to be attentive. The way of
attentiveness will be facilitated reader about which process should be implemented in an
adequate manner to attract customers towards services so that the revenue of the hotel can
increase. In the context of academic interest, this research will facilitates many researchers in the
same filed to do the other research for another concern to the same filed.