DIFFERENT ANTECEDENTS OF

CUSTOMER SATISFACTION
 INTRODUCTION
 All the business and marketing activities revolve
around the customer satisfaction. If client is contented
he or she will pay for the service over and over again to
turn out to be a devoted purchaser. Marketing research
has paying attention profoundly on consumer
contentment and suggested it as a central part of
inspiration for accomplishment of an industry. Many
antecedents of customer satisfaction have been
described in literature. The hotel industry nowadays
has been predictable as worldwide business
 INTRODUCTION
 The entire marketing paradigm is revolving round
customer satisfaction. Researchers of business and
marketing has focused much more on the importance
of customer satisfaction and also recommended
marketers to avoid from customer dissatisfaction-due
to its disastrous impact on business (Peterson & Wils,
1992).
 CUSTOMER SATISFICATION
 Customer satisfaction is the result of a customer’s
perception of the value received in transaction or
relationship where value equal to perceived service
quality relative to price and customer acquisition cost.
(Blanchard and Galloway, 1994; Heskett et al, 1990).
 Customer satisfaction is an essential marketing
concept in that satisfying customers’ needs and desires
is vital to a firm’s success (Han and Ryu, 2006; Spreng
et al., 1996).
 CUSTOMER SATISFICATION
 Customer purchases the services or product to satisfy
his/her need, or to solve the problem. Focusing on
need is the center point for company marketing
strategies. Success or failure of the company based on
the solution of customer problem or fulfillment of
customer, satisfaction of unfulfilled need is very
important. The connotation of the fulfillment score is
that of purchaser approval procedures are the
imperative display of potential income” (Hauser et al,
1994)
 CUSTOMER SATISFICATION
 Customer satisfaction determines the willingness of a
customer to pay for product & services. Higher the
satisfaction level of a customer satisfaction higher will
be the willingness to pay more prices (Bansal and
Taylor, (1999).
 HOTEL IMAGE
 Lodge picture is the significant issue, and to uphold
moderately elevated keep count ranking in the middle
of devoted regulars (Heung et al, 1996).
 Service brand name illustration is the customer’s
“cerebral depiction of the trade name fashioned in
reply to variety connected motivation” (Padgett and
Allen, 1997, p. 50).
 CONCLUSION
 In this study research will try to explore the theoretical
base for these different antecedents of customer
satisfaction in hotel industry.
THEORATICAL MODLE
I.V D.V

Customer
B satisfaction

x y

C
 THANK YOU
THANK YOU

“The weakest part of the relations comes ……

when one of the persons has to give explanation
to prove the trust”