Customer Satisfaction

[Institute Name]

Abstract

The purpose of this study was to investigate the impact of customer satisfaction towards service quality of Berkeley Hotel. This study analyzed the data from passengers of two classes: prestige (business) and economy. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. In the case of the prestige class, there were six service quality factors of importance: alcoholic and non-alcoholic beverage, responsiveness and empathy, reliability, assurance, presentation style of food, and food quality; while the economy class showed five important service quality factors: responsiveness and empathy, food quality, alcoholic beverage, non-alcoholic beverage, and reliability. These findings imply that Berkeley Hotel's in-flight service should have different delivery strategies based on the customer seat class.

Table of Contents

Customer Satisfaction Berkeley Hotel4

Introduction4

Research Aim and Objectives4

Literature Review4

Customer satisfaction in Hotel Industry5

The Components of Satisfaction5

Customer Satisfaction in the Airline Industry8

SERVQUAL10

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Methodology14

Discussion and Conclusion14

References16

Customer Satisfaction Berkeley Hotel

Introduction

            Berkeley Hotel is one of the most reputable Hotel businesses in the European countries and furthermore in the world over. The Company has been in the enterprise for the past 20 three years. Berkeley Hotel belongs to by UK United Arab Emirates. Thus business soars to ninety destinations discovered all through the world and organises to come to about sixty distinct nations in the world. UK is the capital town of the United Arab Berkeley (UAE) and is one of the fastest increasing towns in the Middle Eastern region. (Butler & Keller, 2000)

 

Research Aim and Objectives

The core aim of this study is to demonstrate the importance of service quality for the hotel business and its relation with the customer satisfaction. And also know how organisation success depends on the service quality and customer satisfaction

  

Literature Review

            Berkeley Hotel is one of the most reputable Hotel businesses in the European countries and furthermore in the world over. The Company has been in the enterprise for the past 20 three years. Berkeley Hotel is belongs to by UK's government; where UK is one of the seven towns discovered inside the United Arab Emirates. Thus business soars to ninety destinations discovered all through the world and organises to come to about sixty distinct nations in the world. UK is the capital town of the United Arab Berkeley(UAE) and is one of the fastest increasing towns in the Middle Eastern region. (Sultan 2000)

 

Customer satisfaction in Hotel Industry

            CRM is a customer-driven concept; that is, it permits clients to be in command of the system. Customer approval is the collective conclusion of the customer's insight, evaluation, and psychological answer to the utilisation know-how with merchandise or service (Fornell, 1992; Yi, 1990). As clientele approval is routinely accepted as one of the most helpful measurements of scheme achievement (Doganis 2002), we recognise the inherent components of clientele approval and evolve an equipment to assess these factors. In the trading investigations concentrated on clientele approval with personal goods and services consigned through conduit (Khalifa and Liu, 2002). It is not ...