Customer Satisfaction and it Measurements in the Hospitality Industry in UK

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CHAPTER 01: INTRODUCTION

Background

The concept of satisfaction has been studied over a long period of time, emphasizing different aspects. In the seventies, the interest in satisfaction studies increased to the point that estimated that there were 15,000 studies done on consumer satisfaction or dissatisfaction. Many different businesses and organizations are linked to tourism - accommodation, food services, transportation, and travel distributors, to name a few (Adler 2009,p. 52). Accommodations are also obviously linked to tourism as hotels provide lodging and food for travellers. Managing these entities is complex as it involves providing numerous services and facilities. Service constitutes a major part of a hotel's product. In fact, it is recognized as the key factor in determining hotel reputation and repeat business. Therefore, a clear understanding of service quality is tantamount to the successful management of a hotel. Consumer satisfaction is also a complex human process involving extensive cognitive, affective, and other psychological and physiological dynamics (Ahmed 2003). There is an increasing need for more reliable ways to measure consumer's satisfaction in the hospitality industry, which has been documented in the literature. Although the study of customer satisfaction has been approached from various perspectives, many authors have emphasized its connection with quality.

Nature And Scope Of The Project

The main scope of the research is to discuss the customer satisfaction and it measurements in the hospitality industry in UK. Customer satisfaction is the core value in the business world. The main focus of the business performance is on the feedback of the customer. It is very necessary for the company to satisfy their customer by providing them better quality products or services that a company offers. The thesis will discusses the retention rate of the customer in the hospitality industry of UK. Goodwill is the main focused of every market but it works as the backbone of hospitality industry. This industry focuses on their strategies related to customer satisfaction. The data that will be gathered are secondary but we discusses the case studies of different hotels and tourism companies that gain success by designing special strategies that specially focuses on the customer satisfaction and retention.

Research Problem

To satisfy a person is one of the most difficult tasks. In hospitality industry the main focus is the individuals who also pay for getting the services. It is very difficult and a challenging situation to satisfy customers. According to social, psychological and marketing perspective, customer satisfaction gives a positive result if the industry pays special attention on the consumption of goods and services. The main challenge is to fulfill all the customer requirements and fulfill all the expectation that a customer aimed from the industry. The report will discuss all the factors that relates with the process of customer satisfaction in hospitality industry in UK.

Aims

This research will be aimed to provide an insight and highlight the Customer Satisfaction and it measurements in the hospitality industry in UK. This study will be focused on the evaluation of consumer's satisfaction and ...