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Customer Feedback Helps in Driving An Improved Service Culture: The Case of Five Star Hotels in Pune District

ATITHYA: A Journal of Hospitality

Volume 1 Issue 1

Published: 2015
Author(s) Name: Sanjeeb Pal | Author(s) Affiliation: HOD, Kohinoor International Management Institute, Old Pune Mumbai, Mahrashtra, India.
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In the present scenario of the Indian Hospitality Industry, service culture is a vital competitive policy which keeps both the customers happy and helps build a great base for Customer Loyalty. My paper is a modest attempt to examine the different feedback systems being followed by star category hotel and compare them from the view point of both the customers as well as the Hoteliers. The sample size used for the Customers was 150 out of which 110 actually responded which include both business and leisure travelers. The results show that the direct marketing tools used by hotels are very good to maintain contacts with the regular guest, but when it comes to relationship building, services provided at the hotels are the ones that help the most to build relationship and helps in driving an improved service culture.

Keywords: Service Culture, Loyalty, Feedback System

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