THE EFFECT OF CUSTOMER SATISFACTION ON COMPANY’S PROFITABILITY IN THE HOSPITALITY (HOTEL) INDUSTRY

Abstract

This paper studies the effect of customer satisfaction on shareholder value. In the first section of the paper the link between the two variables is examined theoretically, it is then tested empirically. A survey as a sampling technique was used to select the sample. Questionnaires and interview was used to get the response of the respondent. The results of this study give insights to the effect of customer satisfaction on shareholder value. The objective is to first, glimpse the effect of customer satisfaction on shareholder value. Secondly, spot out customer loyalty and how good the relationship of customers and staffs at Champion hotel. Our purpose of retaining customer satisfaction is achieved and objectives are also met. Customer satisfaction Customer loyalty Company’s profitability.

In conclusion, the data generated in this study were analyzed and the findings were discussed according to the various questions that served as a guide for the collection of data. We realized that customer satisfaction depends on the kind of service the hotel renders. From the responses gathered, it was realized that staff were trustworthy and loyal to their customer in terms of attention, time, and appropriate food of high quality. Management also mounted strategies in place to look upon in other to satisfy customers.

Recommendation was that research findings are of particular importance to managers who are responsible for developing and implementing strategies. These findings will help Champion hotel to understand the effect of customer satisfaction on company’ profitability in relationship with marketing strategies.