INTRODUCTION
Traveling for business and for pleasure has become the order of the day. They hospitality industry is one of the fastest growing industries today. In liberalized, privatized and (LOBAL (LPG) environment, organizations are forced to excels others in providing quality services to their customer retaining the loyal customer is very important for the survival and growth of any organization, loyal customer may act as a unpaid brand ambassador. In order to thieve and excel in the competitive environment hospitality, organization have to maintain quality as per the expectations of customers. Hospitality managers have maintain quality and the value of services being offered to their guests as expected by them. The positive consequences of companies achieving high levels of customers satisfaction and services quality are well documented (rust and zathorik, 1993, zenithal, berry and parasuramen 19996). Indeed services quality and customer satisfaction issues are important as companies attempt to differentiate their services and compete effectively in the market place / parasurvamna, zenithal/ and berry, 1988, braon and swartz, 1989). Most research in the area of services quality has been based upon the model development by parasurman, zenithal and berry (1985,1988). Which incorporates a comparison of customer expectations and perceptions of services performance.
Purchase decisions of the hospitality customers are based on the factors like price, benefit and satisfaction. Nightingale (1985) comments that customers satisfaction leads to loyalty and a flourishing business. Hadyn lingam (1999) contents that satisfying the guest leads to repent customer personal recommendations and a favorable image and this is won but easily lost.
Consumer satisfaction and loyalty, secured through high quality pride’s ad services providing value for money, for the consumers, are essential for long –term survival, let alone long –term success/zeithaml et al, 1990, Robledo 2001).
1.1 BACKGROUND OF THE STUDY
Taking care of the customers is the heart of the hospitality business. Doing so means understanding and anticipating what the customer needs and then knowing how to meet and exceet those needs. Also adopting on approach with insight from all areas of hospitality.
Integrating quality services into the identity and individual operations of the overall business is the key success in the hospitality.
To prepare hospitality mangers to meet and exceet guest expectations through quality services it is evident in all of the operation, it is people and its plans.
1.2 STATEMENT OF PROBLEM
1.3 THE OBJECTIVES OF THIS STUDY ARE:
1.4 THE SIGNIFICANCE OF THE STUDY
This study be as a practical guideline for the hotels managements, especially the front office staff in order to meet with the customers needs and their satisfaction. If the result showed the high score, the hotel owner would be happy with the services in contrast, owner improve the services and arrange training.
1.5 RESEARCH QUESTIONS
1.6 THE SCOPE OF THE STUDY
Customer satisfaction relied an customer expectation and customer perception toward s service quality dimension of front offices staff. The sampling group was 60 customers who stayed at the mercer hotel in pattaya between September 1-15, 2009.
Aims and objective.
1.7 LIMITATIONS OF THE STUDY
Some limitations are found in this study as follows:
1.8 IMPLICATIONS OF THE STUDY
This study had the following implications
1.9 DEFINITION OF TERMS
Services quality menus the difference between the customer expectation of services and their perceived services. In this study, the assessment standards of zeinthamd, parasurname and berry of (1990) will be used, which consist of five dimension, tangibility, reliability, responsiveness, assurance, and empathy.
Servqual is an instrument for measuring services quality in terms of the discrepancy between customers expectation regarding services offered and the perception of the services received, respondents are required to answer questions about both their expectation and their perception.
Customer expectation means incontrollable factors including past experience, personal needs, and word of month, and external communication about hotel services.
Customer perception means customers feelings of pleasure/ displeasure or the reactor of the customers in relation to the performance of the hotel staff in satisfying/ dissatisfying the services.
CONCORD HOTEL
The study was intended to investigable the relationship between customer care and customers satisfaction in the industry
To achieved the above objective 80 respondents, 40 hotel customer and 40 concord sampling who were selected suing purposive sampling and sampling random technique at the end generally good and caring. Activities such as pecting guides and customers attention services increases customers care satisfaction. I concluded it there exists a strong relationship between customers care and customers satisfaction.
I recommended it employee maturation and employee training should be increased to improve customer care services and 80 customer care satisfaction.