A STUDY ON HOTELS AND GUESTS' SATISFACTION

Abstract In every competitive economic environment, firms strive for continuous improvement and better understanding of the market, as well as the needs and wants of customers. This work analyzes the hospitality industry as a whole, describing its challenges and the most relevant changes which it has undergone in recent year. Furthermore, it also aims to shed a light on the factors that influence the satisfaction of customers, which hotels need to maintain high to achieve a good profitability. To do so, a sample of 600 Italian hotels has been chosen and thoroughly analyzed. The findings offer additional insights to operators of the industry and advice them on how to improve their performance.