Thesis Customer Satisfaction Hotel

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The customers’ satisfaction can be defined as “the fulfillment response” which they feel towards given service.

It has been a judgment that a product or service feature, or the product or service itself, provides (or is providing) a pleasurable level of consumption-related fulfillment, including levels of underfulfilment or overfulfilment” (Oliver, 1996, p. The concept of consumer satisfaction occupies a central position in marketing thought and practice.

With due consideration of this marketing approach, every effort is being made to provide the customers with better services in order to keep them loyal and make them a repeat visitor.

The customer’ behaviour is considered as the ultimate success scale within the industry.

These attractions have attracted visitors tremendously and have contributed significantly to enhance the business opportunity for the local hotels and resorts.

Thesis Customer Satisfaction Hotel

Nora Beach is one of the most famous resorts of the Samui Island.

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On the other hand, the model gaps were also applied in order to identify the gaps between perception of hotel managers and guest (Gap 1) and between perceptions and expectation of customers (Gap 5) towards service quality of hotel.

The hypotheses of this study supported that there are significant relationship between service quality and customer's satisfaction.

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