CUSTOMER SATISFACTION

Customer Satisfaction



Customer Satisfaction

Introduction

Customer satisfaction, is a term trading, is a measure of how products and services offered by the company to achieve or exceed the expectations of the customer. In addition, it is a key performance indicator within business and part of the four perspectives of the Balanced Scorecard (Brady, Cronin, and Brand 2002, pp. 17).

Discussion

The customer expectations from Eriska Hotel are quite high because they are a luxury hotel and they are charging high amount of money from their customers. Customers of Eriska Hotel have expectations that they will receive high-quality services right from the time, when they ...