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Customer Satisfaction in the Hotel Industry: A Case Study from Sicily Gandolfo Dominici Rosa Guzzo Abstract In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty.
In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination.
Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable.
Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business.
Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage.
Through the analysis of this case we evaluate the overall customer satisfaction level for the hotel and for each service supplied. We conclude discussing the result and proposing improvement in customer satisfaction management of the hotel.It’s five answers to five questions.
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The Relationship between Customer Satisfaction and Service Quality: a study of three Service The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service The findings imply that service quality is not the only factors that could lead to.