Satisfaction is a concept that reflects the pleasurable feelings a customer experiences when their expectations are confirmed after receiving an attractive product or service.
In other words, satisfaction is the same as feelings of pleasure or disappointment created by combining the value of a product with the expectations developed.
According to this approach, which has been tested and validated in various studies, customer satisfaction after a consumer experience is determined by the degree of confirmation of expectations.
Satisfaction is evident when the customer’s expectations are confirmed or the actual performance is higher than expected.
Conversely, when service performance is below expectation and expectations are rejected, the customer feels unhappy.
The same view has to do with the satisfaction or disapproval of expectations associated with a particular consumer experience or transaction.
According to another approach, satisfaction can be defined in two different ways, either as a result or as a process.
It can be interpreted as the final state and outcome of the consumer’s experience of using a product or service, or alternatively, it can be seen as a perceptual process of evaluation.
In all of the above definitions, customer satisfaction is valued in relation to increased expectations. This shows their role and importance in reaching satisfied customers.
For this reason, businesses that respect customers should ensure that the image they promote for their products and services is realistic.
Located on the Greek island of Mykonos, Mileo Luxury Hotel is a leading hotel in customer satisfaction.
We can define the question “What is customer satisfaction” as the level of satisfaction with the services received by the customer.
Increasing this level is possible by meeting the customer’s needs and meeting their wishes. For this, the motto “the customer is always right” needs to be addressed more comprehensively.
Mileo Luxury Hotel meets customer expectations in line with this information.
According to the disapproval theory, expectations are divided into:
• Ideals: those that refer to an excellent and exemplary service
• Requested: what is desired to be confirmed in practice
• Acceptable: accepted despite deviating from what is desired
• Predictable: What is expected to be achieved without hindrance
• Comparative: based on previous experience with other relevant competitive services.
In hotel services, the criteria that shape the expectations of each customer regarding the expected service quality are many and different.
Expectations are heavily influenced by factors such as each customer’s personal needs, experiences and culture, competitors’ services, advertising and word of mouth, promises made at the time of booking, and the purchase price of services.
There are tourism businesses that better understand these criteria and develop similar expectations for their target audiences. They think that the services they offer are of high quality and fully satisfy their customers. These tourism businesses are in a better position to compete.
Mileo has proven in the surveys that customer satisfaction is at a high level. Within the scope of the hotel concept, all requests and expectations of the customers are fulfilled.
The Relationship Between Service Quality and Customer Satisfaction
It is necessary to investigate the relationship between a hotel’s service quality and creating satisfied customers. This has long been the subject of research for many scientists.
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Service quality is a prerequisite for customer satisfaction. This theory affirms that customer satisfaction is the result of the quality of the services they receive. The above concepts have several common features. For this reason, they are often used interchangeably to give the same conceptual content.
However, there is a general perception that customer satisfaction has a broader meaning. However, service quality also focuses on the individual dimensions that make up the service.
There are a number of studies on different types of tourism services such as island tourism, cultural tourism and rural tourism. This confirms the dependency relationship between tourist satisfaction at a destination and their intention to continue their visit in the future.
Building an error-free service system is no easy task. It will of course lead to high levels of service quality as well as a high volume of satisfied customers.
However, it is important to understand that there is always a risk that a service will not be properly delivered.
Even with the most advanced service systems, there will be the possibility of a problem. However, if the employees are well trained and motivated, this mistake will not be counted as a failure.
Customers have high demands. But there are also efforts to fix a failure and make sure it doesn’t happen again.
It also means that the hotel management will invest in creating the necessary systems and culture to ensure that mistakes do not occur. Not having a mistake isn’t just a matter of luck, it’s being prepared.
Mileo Luxury Hotel chooses its employees meticulously. Employees are selected after long-term examinations. That’s why Mileo has the utmost confidence in its employees.
Every employee is prepared for the problems encountered. Bugs are easily removed. Vacation is where guests relax and find peace.
Mileo does everything it can during the holiday to ensure that the guests leave satisfied!
