Importance of satisfaction and guests experience in hotel business organizations

Abstract

Hotel companies which operate in today's competitive environment must constantly work on improving their products and services, at the request of their guests. Customer satisfaction is the key to retaining existing and attracting new guests. To achieve this goal, managers in the hotel organizations have become aware of the fact that the quality of staying in hotel represent unique experience for tourists. Lot of papers are dealing with the exploration of this topic, it only proves its importance nowadays. However, insufficient attention is paid to the simultaneous study of experience of guests and their satisfaction through the offered models (indexes) that are created for this purpose. The purpose of this paper is to show the importance of these issues and identify their potential symbiosis.

Keywords

• guest satisfaction
• experience
• indexes