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.

6 Bookmarks
 · 
1,631 Views
  • 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.
  • [Show abstract] [Hide abstract]
    ABSTRACT: A conceptual model is proposed to account for how customers’ attributions of the cause of a service failure, their perceptions of a firm's social responsibility and their prior expectations can influence post-recovery satisfaction through the mediating effect of customer–company (C–C) identification. It was tested in the context of hospitality services. Findings from a survey of 281 restaurant patrons show that after a service failure, favorable corporate social responsibility (CSR) perception can help mitigate the negative effects of internal cause attribution on customer identification and ultimately contribute to post-recovery satisfaction. Besides, the interaction effect of CSR perception and attribution on C–C identification is particularly salient for customers with higher prior expectation. Findings also highlight that the dynamic interaction effect among attribution, CSR perception and prior expectation on customer post-recovery satisfaction is mediated by C–C identification.
    International Journal of Hospitality Management 10/2014; 43:87–97. · 1.77 Impact Factor
  • Source
    [Show abstract] [Hide abstract]
    ABSTRACT: The present competitive landscape in Ghana's banking industry has accentuated the need for effective management of relationships as a customer retention strategy. The objective of this study is to explore the relationship between Relationship Marketing (RM) and customer loyalty in Ghana's banking industry. In order to achieve the objective of the study, data was collected using questionnaires from 247 relationship marketing staff of universal banks in Ghana. Reliability test and multiple regression analysis were carried out using Statistical Package for Social Sciences (SPSS). The study found that the six RM constructs cumulatively had significant positive effect on customer loyalty. Individually, competence, commitment and communication were found to be significant drivers of customer loyalty. The study recommends that banks desirous of achieving customer loyalty and retention should consider RM as a strategy since it effective practice leads to customer loyalty. In addition, top management must demonstrate genuine commitment and active involvement in relationship marketing issues.

Full-text (2 Sources)

Download
1,718 Downloads
Available from
May 27, 2014