customer satisfaction

1. A Study on Customer
Satisfaction on Hotel Industry.
Anish Karki
Ritz College of Engineering and
Management
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2. Introduction
• Customer satisfaction is a term frequently used in marketing.
It is a measure of how products and services supplied by a
company to meet a customer expectation.
• Hotels are increasing their investments to improve service
quality and the perceived value for guest so as to achieve
better customer satisfaction and loyalty, thus resulting in
better relationships with each customer
• The present study is aimed at studying customer satisfaction
with respect to hotels in Kathmandu valley.
• The study has recommended with various suggestions for the
service providers manager in order to enhance their products
and services.
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3. Objectives of the study
• To study the level of customer satisfaction
towards hotel industry
• To enhance customer services by giving
suggestions to the service providers with
various services strategies
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4. Literature review
• According to (Barsky&Labagh, 1992) providing high quality services and
improving customer satisfaction are widely recognized as fundamental
factors boosting the performances of companies in the hotel and tourism
industry.
• Hotels with good service quality will ultimately improve their profitability
• Among the top three (3) determinants of customers satisfactions are:
cleanliness, appearance and price. Knutson (1988) publicized that room
cleanliness and comfort, prompt service, friendliness of employee’s
convenience of location, safety and security are important.
• Hotels are increasing their investments to improve service quality and the
perceived value for guests so as to achieve better customer satisfaction
and loyalty, thus resulting in better relationships with each customer
(Jones et al., 2007)
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5. Methodology
• Types of study: Case study with Descriptive approach
• Data types: Quantitative
• Data Source: Primary
• Data collection methods: Questionnaire
• Data collection tools: Google forms
• Data analysis method: Quantitative techniques
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6. Findings
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Description Highly
satisfied
satisfie
d
Neutral Dissatisfied Highly
Dissatisfied
Hygiene and comfort 23.33 50 26.67
Safety 16.67 66.67 16.67
Food provided by hotel 13.33 33.33 46.67 6.67
Prompt services provided by
hotel
16.67 40 46.67
Hospitality and interior
decoration
16.67 60 23.33 3.33
Location of hotel 23.33 46.67 30
Parking facility 40 43.33 13.33 3.33

7. Conclusion
• Hotel industry in Nepal has witnessed tremendous boom in
recent days
• From the study it is found that the overall satisfaction level
among the customers is satisfactory and hence the strategy
needs to be directed towards delighting the customers
• It was really wonderful to interact with the customers and
know about expectations when they seek a home away from
home experience and how well the hotel is able meet the
expectations.
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8. Reference
• Antony, J. & Antony, F.J. (2004).Evaluating service quality in a UK hotel
chain: a case study. International Journal of Contemporary Hospitality
Management, 16(6): 380-384.
• Atkinson, A. (1988). Answering the eternal question: what does the
customer want? The Cornell Hotel and Restaurant Administration Quarterly,
29(2): 12-14.
• Barsky, J.D. (1992). Customer Satisfaction in the Hotel Industry: Meaning
and Measurement. Hospitality Research Journal, 16(1): 51-73.
• Cardozo, R.N. (1965). An experimental study of customer effort, expectation
and satisfaction. Journal of Marketing Research, 2: 244-249.
• Churchill, G.A. & Surprenant, C. (1982).An Investigation into the
Determinants of Customer Satisfaction . Journal of Marketing Research, 19:
491-504.
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9. THANK YOU
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