The Quality of Customer Satisfaction in Hotel Industry

The development and growth of the hotel industry in any country requires the management of the existing sources. These sources could be either human resources offering services, structures and buildings, raw consumable materials or health and hygiene and related facilities. These sources will only be valuable when they have the ability to be transformed into a product and presented to demanding lodging and catering units. For sure, the continuity of these products relies on the amount of satisfaction and expectations of the customers achieved who search to enjoy the highest amount of satisfaction from their requested products and services in today’s competitive market. This satisfaction, especially in the hotel industry, will only be achieved in the manufacturers and service providers endeavor to improve the quality of their continuous services based on the satisfaction and consent of the tourists (their customers) and attract their trust and confidence in order to increase the number of loyal customers in a scientific process. The main questions in this article are where the position of the customer and the quality and improvement of services in the hotel industry are and how customers became profitable for a country’s lodging and catering units. With a scientific approach and based on international cases, the researcher has attempted to explain and justify the quality phenomenon with concrete examples in order to get customer satisfaction and preserve the market. The definition and interpretation of the word quality, studying the role and quality of services in the hotel industry, identifying all types of customers and buyers of tourism products and presenting practical solutions are of the most significant parts of this article which will be explained in detail.