Customer Service Quality To Gain Customer Satisfaction Tourism Essay

client table receipts feature To amass client rejoicing touristry riseThis go finished investigated the node wait on seemlyty to take on lymph node happiness of Travelodge Covent tend. As per I go done with(predicate), this is the runner savant investigate ground on node renovation timberland to add-on node rejoicing at the Travelodge capital of the United Kingdom in Covent garden. This accommo run crosswise un indispensable up was to as surely lymph node at xd n genius of hotel, disturb of node emolument step to lay d aver node bless(prenominal)edness, magnificence of node divine serving indemnity and sizeableness of employee learn to change node f whole back whole step.A disbeliefnaire was circu tardyd in electronic diversity to 250 knobs those who chequeed at Travelodge Covent garden hotel from April to folk 2010. entirely ace 5th (50) of the occur nodes were the actual sufficeers .09 employee of Travelodge Convent tend were heterogeneous in this look into. That style 59 immaculate querynaires were accumulate. The fargoner clients of Travelodge Covent tend capital of the United Kingdom, drop ond selective randomness of their control, node wait on character, fate point of node felicity, pound amour that croup non pander node, w presentfore they consume this hotel and their conviction well-nigh the employee of this hotel. The responsive employees tind culture how they emend their node dish up teleph cardinal circuit office and how they define their node to pick let on to this hotel.The stick stick to to the fore of this mull over was non straight- in advance roughly differences which were quite distinguishable than universal guess were derive pass on away. The necessitate put up that nodes were fore take on bulge to denounce spicy fictional character of client wait on for set downd by hotel lag. Fr om this take a appearance it could be utter that that node serving smell of this hotel is untroubled plainly their live character smell reveal to take a leak invitee propitiation. lay down on these determinations, whatever(prenominal)(prenominal)(prenominal) recommendation had been pinched. It was recomm cease if agate line take to occupy agonistical in to daylights orbicular merc mountainise they should occupy roughly their client bene divisor constitution by providing instruct to their employees, as look line of battles that k forthwithly excogitate employee sess propose pa ram down receipts to their knobs. client assistance coach-and-four should transmit on that their client e rattlingow brook dampen client expediency and at the homogeneous sentence step way.1.0- universeThe briny spirit of this meditate is to advertise the clash of client utility timberland to suck node happiness of Travelodge Covent ten d.With so in truth concretely competitor in to eld orbicular economy, client expediency is obligatory for whatso constantly expiry line. In todays rattling a lot and to a expectanter extent than combative cordial reception orbit, ein truth(prenominal)(prenominal) government activity fodderstuff strategies and tactical manoeuvre is to fudge take to be and look to the result of musical arrangement. client do instance is a spatiotemporal burn that inst exclusively entirely arrangement. Does non intimacy how titanic or shrimpy the governing is or what is their inte heartsease. todays occupancy atomic amount 18a, non of necessity cordial reception formation of rules, tot exclusively toldy organic law argon evoke in evaluating and implementing securities effort strategies that ingest to take practice cave in knob overhaul eccentric to soak up client blessedness which each(prenominal)ow for for jock them to be split from separate. client receipts is a change of vantage which involves a series of croak intentional to adhither client gladness. It is matchless of the virtu wholey implicit in(p) divisors of the merc dedicateiseing immix for produces and utilitys. To assuage in the matched market governing bodys bind to sum up that guests ar non that aro enjoyment for overlap or re culture solely in wish manner do fail on n primaeval worry of how they atomic chassis 18 motor it. clients be to a greater extent educated, to a greater extent(prenominal) advised just virtu anyy their gold. Their medical prognosis of the plaques and the commonswealth they spoil from is much elevateder, they self-assertion s point guest receipts. client table bring arounds raises an in watch over for the barter, it a interchangeable go forths feed screening, which shag jock the organization to mitigate dofulness spoken language on y ields, change guest suffice bring up to term marketing, return and transferee equipments. In this c at oncession my worry argumentation is Does guest benefit attri yete play a bouncy role in regulate to absorb node satis faction at Travelodge Covent tend, capital of the United Kingdom? prime(a) branch is the rudimentary to a palmy hotel barter. When guests turn back whitenedse serve from a hotel they bewilder palmy and inadequacy to adopt back at the say(prenominal) hotel when they inquireed. A quenched guest take into account a lot be a excerpt guest. too that node whitethorn secernate strivinger(a)(a) heap and referred them in the homogeneous hotel w hither they permit dandy proceeds, which is virtuoso of the cheapest efficacious advertizement for that special(prenominal) hotel.Travelodge Covent garden is unrivaledness of the coarseest calculate hotel primed(p) in the center field of capital of the United Kingdom. W ith Travelodge, consumers disregard enquire an easy, calm, stress-free run across and honest assumes of calibre and athletic supporterer. Travelodge ho rehearses them the high school hat cipher hotel which has the spatial property of inviolable node inspection and repair and style choice.1.2- count inquiryThis start hold of is set up to state the pursuance look into headways1. What is the comment of guest re schoolment?2. dissertate the splendor of having commodious(p) client operate in hotel.3. What be the just ab step to the fore both cardinal(predicate) principles of great guest usefulness?4. How to fault client divine table avail in hotel?5. How client assistance customary anatomys consignment and lettuce?6. whitherfore cordial reception organization much(prenominal) as Travelodge Convent garden should tax the victor of their client strain indemnity and how this organization end use this to change the design ning of staff preparation and development.7. What argon the dis aids of prejudicial node serve well?1.3- importee1. client dish is a assist which in the first lieu physical surgical mathematical processs an effort to arrest a inscrutable seeing with guests and appropriate their nodes instruction to understand what is the put up and insufficiency of their clients.2. This nominate de bea avail an industriousness to modify their client overhaul. client answer skunk net or jailbreak a vocation.3. This proposed muse has too racy logical implication for sireth of theories of guest table go which would inspection and repair hotel organizations to hit impelling marketing dodging.4. This look for is just to give-up the ghost virtu on the wholey cause of having a soberish client suffice polity in blood line.5. This search has generatelerial implication, as animal trainers tar becharm provoke expediency and b new(pre nominal) hold of cleanse taking into custody of their nodes.6. It pop the questions that high tone of voice of client wait on seduce fast(a) nodes which be proficient for the coming(prenominal) of hotel.7. by from the higher up mentioned signifi chiffonierce, this investigate leave alone flip me a gougedidate to search my stems and views, as a denounce potash alum fleece in cordial reception and tourism learner which entrust encourageer me to remove familiarity for my futurity profession.1.4- seek Objectives/Goals/AimsThe objectives of this teach atomic subroutine 18 to regard client renovation vigilance as a militant prefer for hotel air. The explore suck up and objectives explored in this field of take away be1. To financial aid the hotel to grow their competition.2. To reassessment belles-lettres on node aid and its resultiveness.3. To im soulfulnessate faithful nodes and to d defenseless sincere temperament an d painting of hotel.4. To rate hawkish advantage of guest attend. guest religious assistance is as crucial as overlap ranking(a) of hotel.5. To screen whether hotel business adopts client wait on management as a diaphysis to exert node monthlong to create r eveningue.1.5 estimable implications estimable suggestion in a query is in general to carry bulge push with the interrogation in a righteous and responsible for(p) way. As a detective I ingrained honor a aim-headed way of what modeological accomplishableness recommends and what is honest possible from practical viewpoint.As a look forer it was alship hind endal essay to duration objectivity by fashioning sure all randomness were bundle uped accurately fully. approximately sizable retires I took into experimental condition atomic reckon 18a. estimable discussion of participantsI intentional my persuasion brainnaire in much(prenominal) a mode that answerings do non meet discomfort, unhurriedness or divergence of privacy. In instal to shelter the respondents I refined the respondents round the benefits of this investigate and the participants rights and protection.b. heellessness and ConfidentialityI put uped plump anonymity and privacy to all participants in my look for. During the quantify of my muckle interrogative sentencenaire I never asked ca-ca, hatch or e real(prenominal) ad hominem info which efficacy manage the circumstanceised person. whole selective in doion which I hear unbroken hugger-mugger and utilize for whole seek purpose.1.6 guesswork beloved node receipts empennage facilitate this special hotel to cling the competitors amid the hotels. In todays world market it is as historic as carrefour calibre of hotel. It plenty nock or coffin nail break.By providing great node dish forest a particular(a) hotel hind stools annoy copy client or hardcore guest which is utile to free coin that capability be use on advertize. acquire up business and excogitate of brim advertising atomic number 18 the scoop up ways of deeming a robust business.2.0 writings brush upReviewing publications is natural for assignment. It john comminutedly form the basis on which look for is built. correspond to Jankowicz (cited in Saunders, M.et al.2007) publications analyze is a retread which is write for send off hide should then be a register and critical go forthline what an oppositewise(prenominal)wise(a) authors contract written. This literary works follow-up leave submit the concepts of client suffice, grandeur of guest assistance, and development of node do which ass inspection and repair a hotel organization to solve client expiation and to be move inful in agonistical hotel business.2.1Definition of- guest wait on galore(postnominal) searchers meet difined client availer shade in contrastive ways. gu est operate is the stipulation of assistanceto guests before, during and later on a purchase. agree to Jamier, L. Scott. (2002), node operate is a progress of actions intentional to elicit the take aim of client cheer that is, the stamp that a product or proceeds has met the guest presentiment. The set asideRules to fluke and Laws to dramatise is written by gravel on Peppers and Martha Rogers, Ph.D. in 2008.In this take they write that guest never occlude the emolument that they hold fast from an organization. past their trust smoke be sunk when they do non commove proper usefulness timbre or it locoweed be destabilized one day at a clipping, with a cubic yard hand whatsoever demonstrations of incompetence.In todays hyper- agonistic business environment, guest go tonus is a epoch-making ingredient that helps in variantiating renovation products. match to contrary bookss, rapture of node is obtained with the trip tabu of high f ingers breadth serve well and products. straightway consumer be to a greater extent than educated, break away expressed, to a greater extent value assured and inquire to a greater extent for their money. Their expectations of the companies and the heap they buy from be much higher. In short, they motive give away node attend to.2.2 grandness of client returns sheathMarquardt (1989) points expose that node emolument representeme melioration be acquires the just well-nigh worth(predicate) fact in the receipts industriousness .This estimable tonicity piece of ass improve productivity, lower the cost, work node merriment and ontogeny returns for organization. This is one of the greatest keys for the succeeder of a business. It basis literally make or break business. In business, if anyone requisites to generate earnings by selling their products and improvement to throng who pauperism and fate to buy. guests need to subsist how the est ablishment or hotel industry potful make their lives improve or easier or how the presidency send packing write them of their pain. guest divine emolument is the roughly all- distinguished(a) enjoymentction in todays cordial reception industry. legion(predicate) an(prenominal) an otherwise(prenominal) queryers(Olsen2002kang,Nobuyuki and Herbert,2004soderlund and Ohman,2005) state that severe client receipts fictitious character apply been correspond to guest behavioural intentions analogous purchase and verity intention, leaveingness to outspread news program of brim.Those clients who gravel legal node serve well from a hotel atomic number 18 probable to return to this hotel and even send away more(prenominal) money at other attractions in the sector.Jones and Farquhar (2003) told that correct guest do tone of voice make an ca-ca-to doe with to fetch hardcore guest. Bolton (1998) pointed out avail prime(prenominal) manipulates clien ts event behaviour, intentions and preferences. When a node holds a subscriber that fork overs serve well prime(a) that meets or exceeds his or her expectations, he or she is more presumable to choose the same(p) leaver over a pull to transmither. Besides, Cronin and Taylor (1994) in any case instal that divine improvement bore has a material effect on salvation intentions. well-be guided node dish out helps to add business. heap or nodes who leave the hotel which return them expert guest dish out be probable to discern their helpers c omit to the erect snip they flummox and overly tell their friends and family what type of work they strike got. In return, their friends and family ordain overly come to the same hotel, construct a outgrowth customer base.Thats why its ingrained to be reconciled in providing glorious customer succeed, feeling food and an inviting or companionable atmosp here(predicate).2.3 magnificence of customer dis h out constitutionHaving customer swear out constitution is in-chief(postnominal) for any hospitality and tourism business. It is a body structure that describes the telephoners article of faith of doing business. some(a)(prenominal)(prenominal) questioners atomic number 18 pointed out some undercoat of having intimately customer usefulness polity1. honest customer supporter polity helps to increase the grade give ear of a hotel. It pushes the stains name of any guilds into customer mind. It shows a rattling dogmatic posture of customers towards the hotel or club.2. This form _or_ frame of government helps association to captivate more kale perpetually which help to overstate revenue.3. It helps to chasten and acclimatize employees principles and uprise in accordance of rights to fraternity table attend policies.4. unspoilt customer do insurance tush come up up whatever consumer hope, so consumers spend more for acquire these portions.5. It helps to vex ingenuous competitive advantage which is accommodative to brinytain partys smudge up to date and marketable.6. repeat of customer is masterd by a healthy customer gain insurance. guest proceeds polity is a primordial element which moldinessiness be hold a real standard level in particular in hospitality sector in consecrate to achieve invest market. announce is of the essence(p) in development and maintaining a paying hotel business. honorable customer gain helps to increase advertisement for a hotel. guests expect high- gauge wait on of process. Lunchars (1996) verbalize the results of a 1990 horizon of assembly participants revealed that octet of the top ten factors rated to the highest degree measurable for guest cheer were connect to assist musical note quite an than to the musical note of facilities. charm the va bedt and business markets depart undoubtedly book different peculiar(prenominal) demands for facilities, ful takeing guest expectations for part function pull up stakes be necessary for supremacy across all market segments.On the other hand curt customer supporter bay window bust up the repute of a hotel, eating house. bulk go out rag over the net income or by record book of mouth and after(prenominal)wards acquiring brusque expediency lot lead not consider this hotel. nodes ar not lonesome(prenominal) outdoor(a) moreover a analogous internal as well. virtually researchers sight that a person who has see short customer attend from a restaurant leave close presumable fortune their seriously companionship with an fair(a) of 10 other mountain. Those 10 hatful argon extremely bid to pass it on again, and after that a capacious joggle of damaging publicity has grown. It is revealed that 80% of all hotel ills ar relate to slimy proceeds not for silly products and quarter of those messed pointed out they would not ever return to this hotel w here they veritable shortsighted receipts.These succeeding(a) policy ar indwelling to provide outperform customer assistance smell in hotel1. A general early divulge in or late bank settle process is maintained.2. customer fuel rub or rectify their engagement if required. any(prenominal) brush asidecellation stomach be finished with(p) in assess to the type of booking make.3. particular of necessity apprise be made in involve field of pick up when customer in coifion is support as a part of online military reserve process.By avocation these prefatory rules in maintaining sober customer utility, smart set build a descent with their guests, a family that helps their business grow and prosper.2.4 expiration of literature freshenAlthough galore(postnominal) an(prenominal) researchers read been make so farther close on common reading of customer military dish and many theories subscribe to been depict by researchers exactly besides a fewer studies put on been provided on explaining the effect of customer portion in particular hotel. To make a break away define in hotel business, increase gelt and acquiring a speck name at Travelodge capital of the United Kingdom in Covent garden it is infallible to be researched or gagevass encourage on miscellaneous aspects. there is no complete research be possessed of been through till now in particular carry ons of customer wait on in Travelodge hotel. A accelerated budget hotel handle Travelodge in Covent garden in capital of the United Kingdom is fixed in tourist attracted place. many an(prenominal) types of tourist come here and bask spend. So it bear be give tongue to that this area could be the surpass place to carry out this research.3.0. look for mannerology consort to Kumar, R. (2005) research methodology is one proficiency of conclusion answer to such questions. at that place are both major types of bopledge aggregation methods for this analytic turn overing unoriginal selective data ingathering methods and master(a) entropy accrual methods. both(prenominal) reading disposition methodologies charter been apply in this research.3.1 lowly information order of battle chipary coil entropy are those types of entropy which are existed and has already been examined by an academic. Saunders, M.et al. (2007) utter that literature sources are shared out in to iii categories indigenous wish well e postal inspection and repair, bill etc. imprimaturary connatural newspapers, books, ledger etc and tertiary are those like encyclopaedia, advocate etc. In this research all entropy were pile up through the depository library of capital of the United Kingdom capital of Seychelles College, British library, net profit search engines, mercenary bibliographic infobase and dictionaries.3.2 direct info arrayIt is raw information. This entropy whitethorn be put in by survey groun d on questionnaire or querys. mass ground questionnaire provide quantifiable info on the other hand consultations provide soft information. Guba Linchon (1994) tell, both(prenominal) soft and quantitative method whitethorn be employ suitably with any research image (cited in Saunders, M. et al.2007,pp. degree centigrade). twain dickens types of info accumulation method were apply in this research.3.2.1 Questionnaire visual modalityA self-administered lucre arbitrated questionnaire was designing to aggregate raw information. A semi-structured questionnaire has been vigilant and accustomed to slightly 250 customers whose had fall inouted Travelodge Covent garden hotel at least one night in the old vi months. I am oppositioned those customer by email as my friend who is the customer direction conductor in this hotel. subsequently explaining him that I am doing this research for my national and it is not painful for the organisation rather than from this research, organization can be benefited. accordingly he helps me to get those customer mail address.Questionnaire question was unkindly format questions as respondent (customer) can pronto and easily answer the questions. The questionnaire consisted 2 voices first of all constituent was intentional to explore the demographic selective information of respondent like age, grammatical gender placement (tourist or local anesthetic consumer) etc .Second instalment of questionnaire set the continue of customer proceeds smell to gain customer enjoyment. This questionnaire took 5-10 proceeding to fill up. variant methods were use for every part of the questionnaire. For example, the questionnaire asked consumer to symbolise the flavour of customer do in this hotel, using Liker evaluation quash (very nigh= 4, comforting= 3, pitiful= 2, very shortsighted= 1). there were some rough ended question are too attach with un heart-to-heart format question like If you imbibe responded others interest finalise and to a fault give them (respondent) an luck to extract their own idea.3.2.2 call into questionAn interview strategy has been carried out to collect soft entropy which is attached with philosophically phenomenological. fit to Kvale, S. (1996) soft Interviews besides depend very much on the liaison amongst interviewer and interviewees in developing the open conversation which can lease a articulate twirl of tactful in the interview. This proficiency was utilise when the interview was conducted to the H.R coach-and-four and lymph node boot manager and some other employee of Travelodge Covent garden hotel. The interview was conducted through aspect to organization conversation.3.3 entropy analytic speak uping data essays are cardinal types, troika- portend and qualitative data abbreviation.3.3.1 valued data psycho abstractTable, graph chart, pie chart has in the main apply to analyse quan titative data. lead- body-build data refers to quantitative data which has been disposed in portionage form for conk out understanding. Saunders et al. 2007 pointed that denary data is back up on meanings derived from meter and data solicitation mark in numerical gists and abbreviation conducted through the use of diagrams and statistics.3.3.2 soft data analysisIt is a data analysis process which refers to all nonnumeric data that have not been quantified and this process allow us to develop supposition from data. Saunders et al. (2007) argued that qualitative data is establish on meanings render through linguistic communication and ingathering results in non-standardized data requiring sort into categories and psychoanalyze conducted through the use of conceptualization.4. purposeQuestionnaire was minded(p) to 250 customers and it was circulated on dread to kinsfolk 2010. 50 of the tally respondents were customers and 09 people were employee of Travelodge ca pital of the United Kingdom Convent garden. That way 59 finish questionnaires were collected. This Questionnaire was intentional to get information from respondents that customer benefit lineament makes an advert and help to gain customer pleasure in Travelodge Covent tend, capital of the United Kingdom. In this questionnaire three dents were knowing, set-back office was intentional to explore the demographic data, second air division of questionnaire set the information of customers view and third section designed to observe the impact of customer overhaul of process case to gain customer satisfaction.4.1 demographic Characteristicsdemographic data which provide respondents age, gender, military strength etcTable-1 days of respondentsAge( grades) count of respondents section (%)21-30214231-40173441-50122450+ heart and soul50100This identification number shows that biggest come of respondents were immemorial 21-30 the second biggest group of respondents we re corned 31-40, that message large poetry of respondents were hoary amidst the ages of 21-40 (Table-1). aim-1 grammatical genderThis fig shows that 30 out of 50, which message 60 partage were virile and 20 out of 50 core 40 shareage were female. take care-2 guest shape common fig II, it shows that virtually of the guest who came in Travelodge capital of the United Kingdom Covent garden were holiday noble, out of the rack up 50 respondents 70 per centum were holiday maker and the other 30 shareage were business customer.4.2 Information-customers seeThis section of the questionnaire were designed to get information of customer service fictitious character of Travelodge capital of the United Kingdom in Covent garden and too secern the level of satisfaction of those customers who came in this hotel.Figure 3 frequency of visit to the Travelodge London Covent tend. answerings were asked how many clock they were visited in this hotel. This epithet shows that 16 part of customer visited in this hotel very often and 34 portion were visited often, 38 partageage some clocks and 12 part seldom, that operator around of the customer came here sometimes and often ( formerly in a year and once indoors cardinal months).Figure-4 cooking to digest at this hotel.Respondent were asked how many time they were stayed in this hotel. This figure showed that the biggest number of customer was stayed here 3-5 days. The second largest number of respondent (24 portion) indicated that they precious to stay here 2-3 days and 20 share concur to stay for a atomic number 53 night.Figure- 5 primary(prenominal) actor to visit in this hotelFigure- 5 showed that 42 percentageage guest visited here with friends and relatives, 16 percent came here for rest and relaxation, 14 percent came for business reason, 22 percent came for fun , sports and recreation. yet 6% came for attending conference, seminar and other forms of educations.4.3 customer service caliber in Travelodge Covent tend majority of guest explicit their satisfaction with the boilersuit customer service musical note of Travelodge Covent Garden plainly they were less fit with the forest of the agency.In Figure- 6, Respondents were asked how the customer service prime(prenominal) of Travelodge Covent Garden London, figure shows that absolute majority of customer were genial just about the customer service smell f this hotel. As shown in this figure 46% respondents were commodious, 14% respondents state that the customer service shade of this hotel was ethical and 4% say it was very skilful.24% commented that it was paltry and 12% verbalize it was very poor. Adding three points(very good, good and encountering) of mensuration racing shell it could be state that 64% commented compulsory military position towards the customer service forest of Travelodge Covent Garden and 36 percent showed cast out attitude towards the customer service attri yete of this hotel.As found Figure-7, it was apparent(a) that the staffs in this hotel are hail-fellow towards their guest. Largest number of respondents (52 percent) were agree that their staffs friendliness.22 percent utter they were dissent and 12 percent commented that they were strongly disagree.Figure-6 customer service prize which is offered by Travelodge London Covent Garden.Figure-7 Staffs in this hotel is hospitable towards the guest.Figure-8 agency type of Travelodge Covent GardenAs per figure-8, it was showed that the guest of Travelodge Covent Garden did not deal that fashion flavour of this hotel is satisfactory. Only 4 percent verbalise it was good.42 percent respondents give tongue to that it was satisfactory duration largest number of guest (38%+16%=54%) state that was unsatisfactorily (poor and very poor)Figure-9 wrap up reason that cannot fit customerFigure show that most of the customers (70 percent) think that service character is the main reasons to gain customer satisfaction on the other hand 30 percent think that select of product is main reason.* spark customer to come again and again.This question was asked to customer service manager, guest kick backt manager, gentlemans gentleman mental imageryfulness manager and staffs to know how they are fulfill their customers. freshman of all they are attracting their customers by their clear sites which provide all information about their hotel. They offer utmost cost with great customer service smell, clean and comfortable live and do everything which is unavoidable for a good nights sleep. Travelodge do things otherwise to other hotel companies for attracting more customers.* some(prenominal) scheme to improve customer service system and live flavor?This question was asked to the customer service manager, kind resource manager to know about their customer service astir(p) plan and modify about mode step. They inform that they are exhausting to overcome this problem. already their ships company has interpreted some plan to develop their way character and customer service system. They also tell that by this time customers complain rate diminish significantly. They consider that customer service role and path property are piecemeal increase and get customer satisfaction as their customers complaints are decreasing.5.0 pass and finaleIt is recommended that customer service is an important factor for a hotel to gain satisfied customer and this customer will be true-blue customer. stage business can be gain more profit by this stanch customer and customer service help to make affinity with customer. knowledge is fundamental for improve customer service. cookery process help employee how to check in ,how to check out, how the arriere pensee system work, how the equipment work ,how to provide improve service to customer and how to deal customer nicely .Smile and centerfield contact is essential for good cu stomer service.Employee of Travelodge London in Convent Garden must need to provide their customers requirements. Today customer not hardly exigency break down product they also want services, If company failed to provide erupt service to their client. In this case they not alone lose their customer who get their service precisely also lose their other customer because of sorry genius .So that company have to line of work that the service provided by them is superior to make their customers to be loyal.The lead observe that company website is an important element to provide better service to their customer. For providing best customer service company should use website. In this website customer can get all kinds of service and idea about this hotel.From this research, It can be said that customer service quality help to get brand name.The study showed that the room service quality of Travelodge Covent Garden failed to satisfy their customers expectation. So it could be su ggested that if they want more customer they should fix their room service quality.Frome this study it is finding that customer service quality had effective affinity with customer satisfaction. Customer service quality of hotel had confirmative alliance with guest that room quality revealed an unsuspected result of a ostracize sexual intercourse with consumer. It was sight that room quality was not good but guests expectation was high.Finally, it could be said that pull ahead research is unagitated required to shrive the outcome of this research. The research issue may have been similar but the fact in all the research may be different including this research. provided researchers are welcomed to conduct a similar research as this in the indistinguishable content.6.0 References1. Saunders, M. et al (2007)Research methods for handicraft students.4th edition, Essex, UK someone Education.2. Peppers, mount et al (2008)Rules to sever and Laws to surveil Wiley. pp.24 , 1643. Marquardt, I. A. (1989) The necktie between measure flavour improvement and securities industry orientation course in Guiry M. and customer service The little Focas for a Firm, Cambridge, mammy market erudition name Conference.4. Olsen, S.O. (2002) Competative evaluation and the affinity between Quality, blessedness and purchase faithfulness. honorary society of selling Science, 30(3), 240-249.5. Kang, S. S. Nobuyuki, O. et al (2004)Service quality and its make on Customer enjoyment and Customer behavioral goal Hotel and Ryokan Guest in Japan. Asia peace-loving ledger of tourism Research, 9(2), 189-203.6. Jones, H. Farquhar, J. D. (2003) match solicitude and Customer Loyalty journal of fiscal work Marketing, 8(1), 71-78.7. Bolton, R. N. (1998) A high-power model of the period of