THE IMPORTANCE OF CUSTOMER SATISFACTION AND SUPREME SERVICE PROVISION IN THE HOTEL INDUSTRY: A CASE STUDY OF SURABAYA PLAZA HOTEL
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https://doi.org/10.9744/jmp.3.1.18-25Keywords:
hospitality, services, customer satisfaction, improvement, competition, total quality management, Six Sigma.Abstract
Surabaya Plaza Hotel (SPH) is very well accepted by its present clientele, but nonetheless the guests have a few factors of complaint. The overall image of SPH is highly positive. SPH also provides superior quality and services. Providing the guests with satisfactory services and experiences is a key to success in the hotel industry. In order to reach a supreme level of customer satisfaction, the guests' opinions and ideas should be employed on ongoing processes of total quality management.Downloads
Published
2007-06-06
How to Cite
Anshori, Y., & Langner, V. (2007). THE IMPORTANCE OF CUSTOMER SATISFACTION AND SUPREME SERVICE PROVISION IN THE HOTEL INDUSTRY: A CASE STUDY OF SURABAYA PLAZA HOTEL. Jurnal Manajemen Perhotelan, 3(1), 18-25. https://doi.org/10.9744/jmp.3.1.18-25
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