Analyse and Evaluate Factors That Affect Customer Satisfaction with Hotel Stays and the Effect These Factors Have on Hotel-Management Strategies

Direct Entry Program

Research Preparation and Practice

Research Assignment  

Student Name:  Ding jie                             

Student ID: 5022867

Class: 3D

Score required:           Diploma/Bachelor  6.0 □   6.5 □   7.0 □ 

                        Master/Doctorate   6.5 □   7.0 □

Teacher:  Ingrid

Prescribed word length: 2000

Actual word length: 1818

Date due: 02/12/2016

Date submitted:02/12/2016

Referencing Style:    APA   □     Harvard ☐

Assignment Topic:

__Analyse and evaluate factors that affect customer satisfaction with hotel stays and the effect these factors have on hotel-management strategies

The hotel industry is one of the most powerful and fast growing industries in the world, it is worth billions of dollars and is also very competitive. For this reason, the managers of hotels should be aware of some good ways to improve their service quality to increase customer satisfaction to make more profits. Firstly, good service is the most important part to improve customer satisfaction. Visitors want to have a good quality of service while they are living in hotel. In addition, good quality may cause customers feeling the hotels are more professional. Secondly, improving hotel facilities, making the right price and offering good facilities with good safety will appeal to customers when they choose which hotel they will live in. Thirdly, establishing customer relationships with hotels could obtain customers’ feedback, and then managers who get customer suggestions could know about the weaknesses for hotels to make changes. In the end, a good location with beautiful scenery could also improve customer satisfaction because beautiful landscapes will affect customers’ emotion to make them feel more relaxed with those views. The service, the room facilities and prices, the relationship between managers and customers and the location are the most important parts to improve customer satisfaction while they live in hotels.