Summary: Key Factors Influencing Guest Satisfaction

Key Factors that Affect Guest Satisfaction

Guest expectations are beliefs of service delivered as a standard or a reference point compared to the way the performance is judged. Because hotel guests compare their perceptions of performance with these reference points when evaluating service quality, thorough knowledge about guest expectations is critical to the hotel industry. Knowing what the guest expects is the first and possibly most critical step in delivering good quality service. Different guests may have different expectations, thus, they may satisfy on different things. For example, Atkinson (Danka Curakovic, 1988) found that the purity, safety, "value for money" and friendly staff determine the degree of satisfaction of hotel guests.

Guest satisfaction with hotel services is directly related to the quality of service that the hotel provides, which also refers to staffs’ service. The following demonstrates effects of both service successes and service failures impact on guest satisfaction in different levels.

Effect of Quality Service on Guest Satisfaction

Customer Service is providing people with a positive and helpful service between get the product and during or after the service. Good Customer Service means provide a helpful service to customers, and going to give the best experience to customers. Good customer service also provides by employee with a positive and certain attitude. Delivering a good quality service is the understanding of customer needs, listening to the feedback and dedication of continuous improvement.

Increase Repeat Customers

In term of customer satisfaction, service quality is often having a direct impact that is repeat sales depends the experience of customers. For example, when people walks in a hotel, they will expect the reception service, it is like the facade of the hotel, customers would often form their first impression of a hotel based on the reception staff. A good quality service will be that they provide an excellent service and make you want to come back and stay with their company again for next trip. Customers will always return if employees seem excited about their jobs and bring passion

It is obvious to know that when people choose one hotel to stay, they always expect they will get the equal service for how much they paid. For example, when people are trying to process an order for products or services, customer service departments will ask some necessary questions to ensure the customer is ordering something they truly want, and customer service department will verify all the information before ending the call. This way, they will have less wrong orders, so they can reduce the waste from company resources and increase customer satisfaction because of service department’ poor handling. In addition, an experience and better-trained customer associate can effectively sell more product or services while they provide a good quality service in the meantime, thereby increasing