To start with, the majority of scholars who have created journals, articles as well as books on enhancement of service quality within the hotel sector have chiefly laid emphasis on the techniques and methods which are vital in the fault reduction procedure within several segments and the enhancement of the quality (DeWitt and Brady, 2003). During the recent times investigators have understood that the requirements of the clients are the highly important. Moreover, there is no doubt in the fact that it is extremely important that all needs which would result in customer satisfaction are properly recognized and put into practice. In the present day, the biggest challenge faced by the management within service sector is offering and upholding customer satisfaction. Customer satisfaction and Service quality have been recognized as chief facets in the fight for client retention and competitive differentiation. According to Lam and Zhang (1999), huge customer demand for good quality services and products has increasingly become apparent to experts within the hotel industry. Amongst all client needs, quality of service has been acknowledged as an important aspect in the success of each and every organization (Grönroos, 1990)
A number of researches highlight that it is important to analyze and track customer grievances and requirements with the view to avert the problems to happen again (Oliver, 1997). It is essential to build up best strategies for resolve issues and share the techniques within the organization and this help the staff members to solve client problems quickly and efficiently. This peculiarity might turn out to be a distinction among a one-time guest or an everlasting customer. As a result, one of the chief aims of the hotel manager is to make sure that the customers are satisfied and feel at home. Previously, this just meant facilitating the customer with a comfortable bed and hygienic room. Since the living standards and preferences of the customers are continuously changing there exists a need for the hotel industry to react by putting forward more and better services (Barsky, 1992). The exemplars of household trends which have turn out to be common in hotels today are remote control television, air conditioning, refrigerator, Internet access etc.