International Research Journal of Commerce , Arts and Science

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A STUDY OF CUSTOMER SATISFACTION IN THE HOTEL INDUSTRY: FINDING OUT THE ANTECEDENTS AND CONSEQUENCES

    2 Author(s):  DEEPIKA, C A YASK SAIN

Vol -  8, Issue- 6 ,         Page(s) : 5 - 13  (2017 ) DOI : https://doi.org/10.32804/CASIRJ

Abstract

The paper aims to provide a conceptual background of customer satisfaction in the hotel industry and we found the antecedents and consequences of customer satisfaction. Since, the hotel industry has gained competition, the customer satisfaction is necessary for their survival. Creating customer satisfaction is critical for the sustainability of hotel in the competitive world. The key to achieve sustainable competitive advantage lies in creating satisfied and loyal customers.

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