Customer Satisfaction In Hospitality Industry Research Articles

Social media marketing to increase customer satisfaction in hospitality industry

Social media marketing to increase customer satisfaction in hospitality industry

Process Visibility and Work Stress: Exposure the relationship with Service Quality to attain Customer Satisfaction in Hospitality Industry

This study investigates the relationship between process visibility, work stress management practices, service quality, and their collective influence on customer satisfaction within service-oriented industries. Employing a comprehensive research framework, encompassing both qualitative and quantitative methodologies, the study examines how the level of process visibility affects employees' stress levels, and subsequently, the quality-of-service delivery. This empirical study employs a descriptive research design, employing the advanced statistical tool SmartPLS 4.0, to investigate the relationship between process visibility, work stress, and service quality in the context of the vibrant hospitality sector in Dubai, United Arab Emirates. With a robust sample size of 246 respondents drawn from top hotels and restaurants in Dubai, this research delves into the factors that shape service quality within this dynamic and competitive industry. The research's findings are intended to make a substantial impact on both academia and business. It offers useful insights for service managers and policymakers by illuminating the complex relationships between process visibility, job stress management, service quality, and customer happiness. The findings provide research-based recommendations for boosting service quality through process visibility optimisation and the application of efficient stress management techniques. In the end, our research aims to support service organisations in developing strategies that not only meet but also surpass consumer expectations, promoting long-term success and sustained customer happiness.

Communication and Its Impact on Customer Satisfaction in Hospitality Industry

The main aim of this study was to assess the influence of communication on customer satisfaction. Descriptive statistics (mean score and standard deviation) were used to examine the customers’ perceptions and current status of customer satisfaction. The least performance was obtained from the mean score of communication dimension. Correlation and regression analysis were used to see the relationship between dependent and independent variables as well as to investigate cause and effect relationships. The key finding showed that there was a positive and significant effect of communication on customer satisfaction.

Mapping service quality in hospitality industry: A case through SERVQUAL

This article focuses on developing an appropriate research framework to assess service quality and customer satisfaction in hospitality industry. The required data were collected through a questionnaire from customers at 4-star hotel in North India. The study is conducted in case study format and data is collected from hotel guests through self administered questionnaire while check-in and check-out.

Customer Personality Taxonomy: A Theoretical Analysis of Customer Diversity Management in the Hospitality Industry

Development in Nigerian Tourism industry and the emerging shift toward the culture of leisure by most Nigerians have attendant challenges in management of customer satisfaction in hospitality industry. Cultural diversity combined with personality diversity calls for improvement of understanding of interface staff in hospitality based firms to enhance customer satisfaction. This paper presents a theoretical taxonomical analysis of customer personality typologies and further designs a framework of corresponding treatments for managing each identified and isolated personality, for effective customer satisfaction. The paper adopted the DISC framework to identifying and isolated four distinct personalities corresponding to: Expressiveness, Assurance, and Compliant personalities. The framework for managing DISC is FEAS, corresponding to Firmness, Expressiveness, Assurance, and Straightforwardness. The paper concluded that every unique personality typology demands an appropriate attention to achieve the customer expectation and satisfaction based on his uniqueness. Therefore, FEAS should be adopted to manage DISC in the hospitality industry.

Service-Oriented Organizational Citizenship Behavior, Perceived Service Quality and Customer Satisfaction in Hospitality Industry

Service-Oriented Organizational Citizenship Behavior, Perceived Service Quality and Customer Satisfaction in Hospitality Industry

Effect of Perceived Service Quality on Customer Satisfaction in Hospitality Industry: Gronroos’ Service Quality Model Development

Customer satisfaction was a strategic issue in the past two decades. This study aims to examine the effect of perceived quality on customer satisfaction using Gronroos’ service quality model. A self-administrated questionnaire was used to collect data from 267 respondents. A two-stage cluster-sampling plan was used to collect samples. Structural equation modeling (SEM) and one sample t tests were employed to analyze data. Results indicate that functional quality has a positive and significant impact on image and perceived quality. Further, image has a positive and significant impact on perceived quality and consequently, perceived quality has a positive and significant impact on customer satisfaction. However, the relationships among technical quality, image, and perceived quality are not significant. Additionally, functional and technical qualities have not significant impact on customer satisfaction. The article is an empirical test of Gronroos’ model development, suitable for explaining customer satisfaction, and provides conceptual clarity, theoretical parsimony and practical implications of perceived quality impact on satisfaction.

Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia

Today, Malaysia is the destination of millions of tourists from Middle East countries.3star hotels are the common choice of these travellers due to appropriate service quality and reasonable charges. The purpose of this study is to test the relationship of perceived value, service quality and customer expectation with customer satisfaction. This study uses questionnaire method to collect data from the respondents. The respondents were the Middle East tourists who stayed in 3star hotels at Kuala Lumpur. A total of 300 questionnaires were distributed, out of which 200 were completed. The findings from this study recognized the service quality as the most significant factor effecting the customer satisfaction. This study also proved that customer satisfaction is a key factor that leads the hospitality industry to success and gain competitive advantages. Therefore, findings of this study shall assist the hospitality management to recognize their flaws and minimize the factors causing dissatisfaction among the tourists.