ENT530: INTEKMA Resort & Convention / Norita Abdullah … [et al.]

Managing and operating a resort or hotel management is just like any other business. It faces various types of risks. Hence, the management must be ready to deal with them. In order to minimize the effect of these risks, the management has to find and propose the most suitable and best risk management solutions especially incriminate with customer satisfaction. The management also need to know how the satisfaction of costumer and why customer dissatisfied with their product and services. Customer satisfaction is pointed out as the ultimate goal of all firms (Morgan, Anderson, & Mittal, 2005). Normally this is categorized firms into two types as one is service based firms and other is product based firms. These two types are different from each other because of their own unique characteristics. For example, they store the product but they could not store the service. No doubt customer satisfaction in products and services based firms carries the equal importance but for service based firms it becomes quite complex because of the unique characteristics of service. Customer dissatisfaction is mostly caused by offering low quality products and services to customers. Customer satisfaction assumes an imperative part of your business. Not only is it the main pointer to quantify client unwaveringness, but also a key purpose of separation that helps you to draw in new clients in focused business situations (Nurminen, 2007). It is rarely possible for the industry to fulfill needs and wants of its clients. As they commonly engage in strategic planning as a means of gaining competitive advantage in the face of an increasingly uncertain, dynamic and complex world. To satisfy the customers, the company should listen and accept their feedback and improve service and goods if it needed to be so.