CUSTOMER’S ATTITUDE TOWARDS HOTEL INDUSTRY IN COIMBATORE DISTRICT

L. DINESH , Dr. M. USHA

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.


Keywords


Customers Satisfaction, Hospitality, Demographics, Hotels, Complaints, Consumer awareness, Consumer perception.

Full Text:

PDF

References


• Athanassopoulos, A. D. (March 2000).). CustomerSatisfaction Cues To Support Market Segmentationand Explain Switching Behavior. Journal of Business Research, Volume 47(3), 191–207.

• Chang, K. (2000). The impact of perceived physical environments on customers‟ satisfaction and return intentions. Journal of Professional Services Marketing, 21(2), , 75-85.

• Ritchie, B. W., Burns, P. and Palmer, C., 2005. Tourism Research Methods: Integrating Theory with Practice. CABI Publishing, Manchester, UK.

• Fishbein, M. and Ajzen, I., 1975. Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. AddisonWesley, Reading, MA.

• Bohdanowicz, P., &Martinac, I. (2007). Determinants and benchmarking of resourceconsumption in hotels – Case study in Hilton International and Scandic in Europe. Energy and Buildings, 39(1),82-95.

• Carlson, L., S. Grove, R. Laczniak, and N. Kangun. 1996. Does environmental advertisingreflect integrated marketing communications? An empirical investigation Journal ofBusiness Research 31: 225-232.

• Cheah, I., &Phau, I. (2011). Attitudes towards Environmentally Friendly Products: TheInfluence of Ecoliteracy, Interpersonal Influence And Value Orientation. Marketing Intelligence& Planning, 29(5), 452-472.


Refbacks

  • There are currently no refbacks.

Comments on this article

View all comments




Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Copyright © 2020 INTERNATIONAL EDUCATION AND RESEARCH JOURNAL