The Importance Of Customer Satisfaction In The Housekeeping Industry

Housekeeping is an ancillary department that contributes in a big way towards the overall reputation of a property. It is a an operational department in a hotel, which is responsible for cleanliness, maintenance , aesthetic upkeep of rooms , public areas , back areas and surroundings. The effort that a housekeeping department makes in giving a guest a desirable room has a direct bearing on a guest’s experience in a hotel. It not only prepares clean guestrooms but also cleans and maintains everything in the hotel so that the property is as fresh as the day it was opened for business. It is a 24*7*365 operation. Scientific housekeeping demands the employment of the most effective cleaning materials and procedures , attention to purchasing the

For corporate survival customer satisfaction is the most important aspect to keep in notice. It costs about five times as much in time, money and resources to attract a new customer as it does to retain an existing customer. customer satisfaction is recognized as of great importance to all commercial firms because of its influence on repeat purchases and word-ofmouth recommendations. Satisfaction leads to positive attitude towards a brand whereas dissatisfaction leads to negative brand attitudes and lessens the likelihood of buying the same brand again. Satisfaction of customers is the cheapest means of promotion. There are several ways to assess customer satisfaction. These include customer satisfaction surveys and questionnaires to determine customer attitudes and perceptions of the quality of the service they are receiving. Experience shows that only ``consumer oriented'' corporations can achieve this goal. Instead of waiting for customer complaints to let them know when something isn't satisfactory or wrong, a ``consumer oriented'' corporate culture, seeks continuous feedback from its customers through repeated customer satisfaction measurements. Application of CSM often does not accomplish the objectives of the researcher or company. Organizations often set customer satisfaction goals without any clear understanding of their current customers' satisfaction levels. A strong relationship between satisfaction scores and performance does not ensure economic success. Customer satisfaction is a psychological concept that involves the feeling of well-being and pleasure that results from obtaining what one hopes for and expects from an appealing product and/or service. It can also be defined as satisfaction based on an outcome or a process. Satisfaction is a end state that may be a cognitive state of reward, an emotional response to an experience or a