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Evaluation of Customer Satisfaction towards the Hospitality Industry: Using Kano Model

Gobbilla Umamaheswararao, Shree A Bhavani

Annals of Computer Science and Information Systems

2021

Vol. 28

111--116

This paper aims primarily at customer loyalty and quality of service, and at related factors of customer satisfaction using the Kano model in the hospitality industry. At marketplace, customers are king. Modern marketing is oriented towards consumers nowadays. Studying customer satisfaction has different factors. Such factors range from physical to psychological and from negative to constructive. Nonetheless, in most cases the study is based on two constructs as consumer experience pre, post services and the subjective evaluation of post-performance. Over the years, technology has developed and helped track customer satisfaction data for the management of the hotel industry. This study uses various dimensions of the quality of service to understand customer satisfaction to identify the relevant drivers of customer satisfaction with the help of Kano model.