This customer satisfaction has to be calculated for the entire service package offered to the customers taking into account the quality perceived, the experience as well as the value attained in order to determine the satisfaction level of the customers. Some methods of doing this pertain to employing the TQM methodology and the tools of SERVQUAL.
These methodologies tend to gauge service quality form the perspective of the customer and the consumers. They take into count the reliability, responsiveness, competence, credibility of the service,. The communication taking place as well as the level of courtesy employed in the service exchange. Aside form this empathy is also taken into account as a calculator of customer satisfaction. Another very important statistic that can be used as an indicator of customer satisfaction is the loyalty of the customer to the hotel and the brand.
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