Determinants of Customer Satisfaction in Hotel Industry of Pakistan

Abstract

This paper has highlighted that customer satisfaction is exceedingly personal estimation that is deeply influenced by the 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. 5 likert scales was worn to gauge the responses. The aftermaths of the study showed that improved and superior service quality and service features will augment the customer satisfaction and the future intentions of satisfied customers will be magnified.