Dr. A. Apsara Saleth Mary
Customer satisfaction is an important ingredient for a business. "Customer is king", maintenance of long-term relationship with customers facilitate the business. Many attributes like service quality, food product, cleanliness, dining environment, customer relationship management can be assessed to find out the satisfaction level of customers. Hence, the hospitality industry is determined as main aspect of backbone and it is comprised of customer service that is shared by all segments of the industry and is one of the largest employment generators for the country. The facilities and services provided has evolved over the last decade towards the extensive use of technology, environment friendly services, pricing, market segmentation, regional preferences, etc. The purpose of customer satisfaction is to build the relationships among customer and also acquisition of customers like retention. The effective use of customer satisfaction measurement can assist in the organization’s relationship for building activities will also be contributing to the profitability of the organization.
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