Customer Satisfaction Determination in Hotel Industry of Bangladesh

Abstract

In business, customer satisfaction is a lactic of making money and this money can only be generated by having a satisfied and loyal customer base. With the world dwindling into a globalized village the intensity of competition has increaud to an astonishing degree. This paper has highlighted the fact that customer satisfaction is exceedingly personal estimation that is deeply influenced by customer expectations regarding the services. The Most dynamic verb in the lexis of customer satisfaction is 'to improve '. Hence the hotel industry like other industries is realizing the significance of customer centered Philosophies with the overall goal in terms of customer satisfaction is to stay as close to Their customers as possible. It started with the concept of customer satisfaction in the hotel industry and the determinants of satisfaction which eventually leads to future Intentions of customers. The result of the study showed that improved and superior service Quality and service features would augment customer satisfaction and the future intentions of satisfied customers would be magnified; thus service features are most imperative to the customers when it is about their satisfaction