The impact of consumer feedback on service standard of park

The impact of consumer feedback on service standard of park Hyatt
Hotel, Sydney
Name of Student
Name of University
Author Note

Topic
The impact of consumer feedback on service standard of park Hyatt Hotel,
Sydney
Literature Review
The aim of the literature review section is to evaluate the existing literature in
this field of undertaken study to collect secondary data.
Background
Customers’ satisfaction is important in hospitality industry to ensure maximum
profit. According to Torres, Adler and Behnke (2014), the first step that consumer
nowadays use to make a purchase is to look for the users’ reviews. This is more
prominent in the hospitality sector where the consumers rely on the consumer-
generated feedbacks before availing a service. This make it mandatory for the
hotels to work in accordance to the feedbacks received from the customer and
improve their service accordingly. Positive consumers’ feedback generally have a
positive effect on the service standard of a hotel, while a negative review can
severely impact the business. Therefore, in order to gain and maintain a
competitive advantage, it is mandatory for the hospitality industry to improvise
their service standard as per the feedbacks received from the customers.
The Impact of consumer Feedback on service Standard of
Park Hyatt Sydney
Customers’ satisfaction with Park Hyatt is high mainly because of the hotel pays
an attention towards the issues faced by the customers in enhancing their
service quality. The company has focused on the consumer feedback in
developing a brand and in improving the services offered to the customers.
Hyatt has been successful in developing a solid online presence that makes it
easier for the consumers to directly communicate with the hotel and share their
feedbacks (Han et al. 2016). These feedbacks, whether positive or negative
enables the hotel authorities to understand the need of enhancing their service
qualities and in improving the areas of concern.
In hospitality industry, customers’ satisfaction is directly linked with customers’
loyalty. Customers’ loyalty is necessary to maintain the competitive advantage
and therefore, the perceived service quality and overall satisfaction are the two
necessary considerations for the hospitality sector (Zhang & Verma, 2017).
Hyatt is known to welcome all sorts of customers’ reviews in their system and
also provides an option to the customers to directly interact with the hotel
authority. The interactive website enables the consumers not only enables the
consumers to easily find the information they are looking for, but also helps the
customers to engage in improving the service quality by allowing the customers
pin point their areas of improvement that they felt while availing the services of
their hotel or while staying in the Hotel.
Therefore, it can be said that the customers’ feedback has a positive impact on
the service quality of Park Hyatt Hotel. Hyatt hotel chain is known for customer
centric brand development and has always focused on maintaining the