Customer satisfaction : a case study of guest satisfaction at Malta Hilton

Abstract

I chose to embark on my undergraduate dissertation, specifically on customer satisfaction at the Malta Hilton. Although tourism is the strategic backbone of our island's economy, the arena of customer satisfaction has been highly under researched. A profile of the Malta Hilton is presented. It is complimented by a detailed Literature Review concerning the various theories of segmentation and customer satisfaction, within the Hospitality Sector. These specify diverse notions ranging from guest satisfaction, its importance and measurement techniques. I have not just presented the theoretical viewpoints, but even sought to go beyond their more insightful critical implications. Research Methodology ensures a highly empirical approach. Their findings are later presented and interpreted. In conclusion a number of insightful recommendations are presented.