Customer satisfaction : the case of hotel Le Royal

Abstract

The main aim of this project is to investigate the level of customer satisfaction in hotel Le Royal located in Dbayeh, Beirut Lebanon. This case study underlines the main factors affecting the gauging of satisfaction based on a questionnaire related to expectation and interviews done with managers at hotel Le Royal. The first chapter elaborates the general importance of satisfaction for every company and how it could affect the balance sheet at the end of the fiscal year. The second chapter studies the tourism and hotel industry in Lebanon, being the major revenue generator for the economy of the country. Different theories related to customer satisfaction were mentioned, used for the foundation of our study. The third chapter is the analytical part; it reflects the analysis of what a customer expect from a five star hotel located in Lebanon. It focuses more on the main factors that would affect the satisfaction outcome supported by interviews with managers from different departments. After analyzing the information gathered, we pointed out some weak and strong points in the management of the hotel and suggested ways to improve their performance in order to increase satisfaction.