A well renowned man once said:

"A customer is the most important visitor to our premises. He is not dependent on us. We are dependent on him. He is not an interruption to our work; He is the purpose of it. He is not an outsider to our business; He is part of it. We are not doing him a favour by serving him; He is doing us a favour by giving us the opportunity to do so."

There is much truth to the above statement; therefore achieving customer satisfaction is an important basis to any business organisation, especially hotels.

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Customer satisfaction is the ability that an organisation possesses, to meet the needs of their customers. (On a regular basis) Through customer satisfaction, an organisation hopes to achieve a range of objectives namely, higher sales revenue, growth in the customer base, retention of existing customers etc. Therefore, customer...