Review of literature. this chapter attempts to review different literatures on customer satisfaction with reference to hotel industry and presents various studies made regarding the issues related with hotel industry and customer satisfaction. customer – definitions. grigoroudis, e and siskos, y ( ). literature review on customer satisfaction dr. ankur saxena ( technocrats institute of technology - mba, bhopal, india) 1. introduction: customer satisfaction is an ambiguous, abstract and confusing concept. customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business.
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customer satisfaction: a literature review. there is a great paradigm shift in the contemporary business environment and this intermarried with the day- to- day economic conditions that various businesses are subjected to; it becomes very essential for every business to explore the aspect of customer satisfaction thoroughly as an important aspect and process of business survival and growth.