Factors Influencing Customer Satisfaction

Satisfactory Essays
Course: Research Methodology (BT21603)

Lecturer: Dr. Zakariya Belkhamza

Name of Members | Matrix Numbers | Signatures | Rachael Ubu | BB11110489 | | Nurul Hidayah Binti Ariff | BB11110460 | | Annie Thien Li Len | BB11110055 | | Nicole Chow Soo Yee | BB11110372 | | Surianti Binti Abidin | BB11110579 | | Khuzaimah Binti Mohd Nurung | BB11110242 | | Jazmiah Jamaluddin | BB11110209 | | Mazlinah Binti Majid | BB11110310 | | Siti Munirah Bte Abd Malik | BB11160816 | | Wang Qin | BB11170684 | | 1.0 Research Topic
Factors that affect customer satisfaction in the hotel industry.

2.0 Research Background
The English word “hotel” derives from the French word hôtel (coming from hôte meaning host). It refers to a townhouse which is any building that is frequented by seeing visitors. A hotel is an establishment which provides lodging for a paid short term basis. Kotler (1996) defined customer satisfaction as “the level of a person’s felt state resulting from comparing a product’s perceived performance or outcome in violation to his/her own expectations.”
The importance of this study is to gain knowledge on customer satisfaction and the problems resulting in lack of customer satisfaction in the hotel industry. According to Alex Hisaka (2011), the importance of customer satisfaction can have an impact on your business and if you don’t start paying attention you’ll lose an opportunity to make a customer happy. Customer satisfaction with hotel properties has been identified as one of the factors leading to the success of a tourist destination (Shih, 1986; Yau and Chan, 1990; Stevens, 1992; Mok et al., 1995). Research into customer satisfaction in the service industry has increased dramatically in recent years (Peterson and Wilson, 1992). Customer satisfaction has long been an area of interest in academic research. Hunt (1975) considers satisfaction an evaluation on which the customer have experienced with the services is at least as



References: 1. Choi T.C and Chu.R, 2001, determinant of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotels history. 2. K.s. (kayne) Chan, 1998, journal of hospitality and tourism research.

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