Improving the Customer Satisfaction in Hospitality Industry
1 Improve Customer Satisfaction
Running Head: Improve the Customer Satisfaction
Improving the Customer Satisfaction in Hospitality Industry Zhang Hexin Tianjin University of Commerce TUC-FIU Cooperative School HFT3453 Lodging Operations Control Professor: Tao wei Date: April 14, 2012
2 Improve Customer Satisfaction
Abstract
This research paper aims to give the clearly definition of the customer satisfaction and give the substantial strategies to improve the customer satisfaction. From the research, we found that some companies fail to realize that for the hotel the customers include the two groups that are internal customers and external customers. Most method are focus on the customer satisfaction during the consumption and after the consumption, here I want to introduce a new concept that before the consumption we also can satisfy the customers. And for the different groups we must have different strategies. This paper tries to conclude and filter some experts’ opinions and also add some new ideas and to provide the efficient way for the hotels.
3 Improve Customer Satisfaction
Table of Contents
Introduction…………………………………………………………………………..4 Literature Review…………………………………………………………………….5 Definition of customer satisfaction……………………………………………..5 Different idea about how to improve the customer satisfaction………………..6 Discussion……………………………………………………………………………7 Definition of the customer satisfaction analysis………………………………..7 Internal customer satisfaction analysis…………………………………………8 External customer satisfaction analysis………………………………………...9 Conclusion…………………………………………………………………………..10 Reference……………………………………………………………………………11
4 Improve Customer Satisfaction
Introduction
Customer satisfaction has significant meaning for the hospitality industry. First, hospitality industry is belongs to the tertiary industry. Obviously, their main task is to provide the service, they make profit by provide to the service customers. So customers bring the profit to hotel,
Running Head: Improve the Customer Satisfaction
Improving the Customer Satisfaction in Hospitality Industry Zhang Hexin Tianjin University of Commerce TUC-FIU Cooperative School HFT3453 Lodging Operations Control Professor: Tao wei Date: April 14, 2012
2 Improve Customer Satisfaction
Abstract
This research paper aims to give the clearly definition of the customer satisfaction and give the substantial strategies to improve the customer satisfaction. From the research, we found that some companies fail to realize that for the hotel the customers include the two groups that are internal customers and external customers. Most method are focus on the customer satisfaction during the consumption and after the consumption, here I want to introduce a new concept that before the consumption we also can satisfy the customers. And for the different groups we must have different strategies. This paper tries to conclude and filter some experts’ opinions and also add some new ideas and to provide the efficient way for the hotels.
3 Improve Customer Satisfaction
Table of Contents
Introduction…………………………………………………………………………..4 Literature Review…………………………………………………………………….5 Definition of customer satisfaction……………………………………………..5 Different idea about how to improve the customer satisfaction………………..6 Discussion……………………………………………………………………………7 Definition of the customer satisfaction analysis………………………………..7 Internal customer satisfaction analysis…………………………………………8 External customer satisfaction analysis………………………………………...9 Conclusion…………………………………………………………………………..10 Reference……………………………………………………………………………11
4 Improve Customer Satisfaction
Introduction
Customer satisfaction has significant meaning for the hospitality industry. First, hospitality industry is belongs to the tertiary industry. Obviously, their main task is to provide the service, they make profit by provide to the service customers. So customers bring the profit to hotel,