Article

Customer Satisfaction in the Hotel Industry: A Case Study from Sicily

International Journal of Marketing Studies 10/2010; DOI: 10.5539/ijms.v2n2p3
Source: DOAJ

ABSTRACT In order to be successful in the market it is not sufficient to attract new customers managers must concentrate onretaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotelindustry customer satisfaction is largely hooked upon quality of service. A management approach focused oncustomer satisfaction can improve customer loyalty, thus increasing the positive image of the touristicdestination. 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 customerswill return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Neglectingto pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation ofthe hotel, thus restricting the chance of repeat patronage. We perform a qualitative analysis of a large hotel inSicily (IT), the Sporting Club Hotel in the town Cefalù, using the Critical Incident Approach (Hayes, 2008).Through the analysis of this case we evaluate the overall customer satisfaction level for the hotel and for eachservice supplied. We conclude discussing the result and proposing improvement in customer satisfactionmanagement of the hotel.

5 Bookmarks
 · 
1,430 Views
  • Source
    [Show abstract] [Hide abstract]
    ABSTRACT: The study investigated effects of dollarization on Hospitality Industry’s Human Resources. A qualitative study was done in hotels located at one of Zimbabwe’s renowned tourist resort (Nyanga). Semi structured questionnaires were used to collect data and thematic data analysis adopted. Major issues to emerge from the study were improved employee performance, decreased staff turnover, high staff morale and improved employee benefits. It was concluded that apart from the disadvantage of the country’s loss of monetary and fiscal sovereignty, dollarization positively affected the hospitality industry’s human resources. It is therefore recommended that dollarization should continue in the Zimbabwean economy for continued benefits of employees and their families until such a time when introduction of local currency does not in any way erode the gains realised as a result of dollarization.
    IOSR Journal of Business and Management (IOSR - JBM). 06/2014; 16(6):65-71.
  • Source
    [Show abstract] [Hide abstract]
    ABSTRACT: Among the diverse services of the tourism sector, this paper concentrates on the hotel industry, which includes a set of companies that is homogenous in production and competitive setting. The hotel industry is a key component of the tourism sector since it is fundamental to the provision of all other tourism services. The aim of this research is to investigate the relationship between performance and its determinants in the Italian hotel industry. The findings aim to verify whether variables such as size, category and variety of services provided, positively influence the performance of the hotels. Methodologically, the research starts with theoretical work, comprising mainly a literature review on the subject, with special focus on the concept of performance in the hotel industry. Subsequently, it describes the empirical research undertaken, which includes the selection process of a sample of 450 hotels, and a questionnaire survey based on this sample. Finally, the research results are presented, which show a clear relationship between category and performance, while size and variety of the services provided do not appear to be linked to performance.
    Global Business and Economics Review 01/2015; 17(1):19-34.
  • Source
    [Show abstract] [Hide abstract]
    ABSTRACT: In an incessantly altering global tourism industry, hotels are forced to develop new strategic models. Models that do not simply fit new competitive conditions, but perpetually and automatically predict and adapt to these, according to the pace and nature of change. The aim of this research is to examine related knowledge towards constructing an applicable concept for the practicing hotel industry, in the context of 'strategic reflexivity' and through a value-based analysis. The findings indicate the need for a strategic transition from current mechanistic approaches to more creative marketing notions; that are based less on traditional elements of analysis and more on the perception of value. Value is presented as being multi-directional and multi-perspective, in the sense that it is created by all stakeholders and for all stakeholders. The research finally proposes a preliminary generic value-based strategic reflexivity model for individual hotels, expanding in parallel on its key theoretical and managerial implications.
    World Review of Entrepreneurship. 01/2014; 10(2/3).

Full-text (2 Sources)

Download
1,615 Downloads
Available from
May 27, 2014