CUSTOMER’S ATTITUDE TOWARDS HOTEL INDUSTRY IN COIMBATORE DISTRICT

Abstract

Customer Attitude has become a topical issue in research and practice due to its proven dominance in hotel organizational success. The present study has been conducted on the customer attitude towards the hospitality industry by improving understanding of the relationships among customer loyalty, customer satisfaction, and image. Also this research identifies the various factors on which the customer point of view on hotels and lodging industry, which is mainly based on the data collected from various hotels indicate the customer satisfaction with performance of various aspects like housekeeping, reception, room service, price, food and beverages. Hotels are the most important part of the lodging industry which contributes to the sector by offering services and facilities of extremely high standards.Facilities provided may range from a modest-quality mattress in a small room to large suites andhotel operations vary in size, function, and cost. In this report, the area of customer complaint behaviour has received considerable attention from hotel managers as dissatisfied customers engage in a variety of complaint actions that could ruin the reputation of a hotel. The main objectives were to identify complaint patterns and the relationships between customers’ demographic backgrounds.