aliburhan.docx - RESEACH TITLE THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND CUSTOMER LOYALTY 1.1 INTRODUCTION Some of the characteristics of the

aliburhan.docx - RESEACH TITLE THE RELATIONSHIP BETWEEN...

This preview shows page 1 - 3 out of 13 pages.

RESEACH TITLE: THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND CUSTOMER LOYALTY 1.1. INTRODUCTION Some of the characteristics of the successful activity of the business organization Are presentation and constant improvement of qualitative services, which meet the expectations of Customers the choice of hotels becomes one of the main issues of discussion: the variety of the hotel services, quality, reliability and price are important. 1.2. Background of the study Since there are many hotels in the market providing the same or similar services, it is very important not only to attract, but also to keep the customer. In order to maintain the position held and to compete in future, it is necessary to provide qualitative services by which old customers may be retained, and new customers may be attracted. With an increasing dynamism and competitive ability of the business environment, an Increasing number of companies pay attention to the creation, management, determination and increase of customers’ loyalty. Many scientists agree with the suggestion that the Customer loyalty is a central concept of marketing science the satisfaction and loyalty of customers have both direct and indirect impacts on the hotel industry. The loyalty of existing customers is very important, since it was calculated that the attraction of new customers is much more expensive than the retention of existing ones. The growing loyalty of customers allows the organization to make savings, decreasing the expenses for marketing and transactions, also the expenses related to the customers’ change decreases, the consumption of related products increases, positive communication
Image of page 1
‘word of mouth’ is pursued, the cost of failures decreases. Besides, the scopes of sales to existing customers are bigger. Quality determines the benefit of services to the customer and commercial success to the provider of the services. 1.3. Statement of the problem I saw some customers those were complaining lack of services and forgetting when I was visiting some hotels in Galkacyo. This is a big problem because the customer is what a hotel is built on. If there is customer there is no doubt that hotels is either be lost or become houses. So it should be satisfy to the customers since they are masters of our hotels. Our study identifies indefinitely in gaalkacyo but there are other cities and areas where customers are dissatisfied. No matter how different. The world has reached the highest level of customer satisfaction. We know that Somalia has not yet become well-equipped as other developed countries and makes a good example. 1.4. Objectives of the study The general purpose of this study is to know that there is customer’s satisfaction especially for those who stay in hotels from the hotel owner or hotelier and to listen to customer feedback. We are looking at these two folds: 1. To examine these customers get the best services and care of the their expectations.
Image of page 2
Image of page 3

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture