Managing customer satisfaction in hotel services: a case study of the Daugirdas Hotel

Abstract

Customer satisfaction in the hotel industry has an important part as it can illustrate the quality of service. A satisfied customer will bring the profit to the hotel not only by the loyalty but also their review will attract new customer. The purpose of the study is to identify the customer satisfaction level and the management approach to achieve the certain level of customer satisfaction. This study used Daugirdas Hotel as a case study. Daugirdas Hotel is a new and developing hotel. To measure the customer satisfaction level and management approach to satisfy the customer are important to improve service quality and expand the business. To collect data for this study, quantitative methods were used. Customer survey questionnaire and management interview were used as a primary data and literature concerning customer satisfaction were used as a secondary data for the theoretical framework. The study finds that most of the customers of Daugirdas Hotel were satisfied with the existing service quality. Although there are a lot of scopes to improve customer satisfaction level and there is a need for further extensive research on increasing customer satisfaction with introducing new service. Some suggestions were made by the author of this study to manage customer satisfaction at Daugirdas Hotel.