Every consumer always care and emphasized on how they was cared for by an organization if not by the missionary while they may be purchasing something. Therefore, an organization should realize the key of customer satisfaction and customer services.
What is customer satisfaction? There are few alternative issues or situation will make customer alert to satisfaction, for example, when facing some purchasing decision, product or services, company, a salesperson, store plus much more others situation (Anon 1, 2007). The key that an corporation success is the top level management motivate their employees and encourage them always take dependable in their performance as well as how to satisfy the purchasers. After the customer's needs and want have been attained by a product or services, absolutely they'll feel satisfied (Voltaire, 2003).
In Street to redemption 1992, Ritz-Carlton Hotel Co. became the first hotel company to succeed the Malcolm Baldrige National Quality Prize. Ritz-Carlton applied total quality management (TMQ) as a way of earning the prize and enhancing its service. Patrick Mene became a member of Ritz-Carlton 3 years ago as corporate director of quality to organize and spearhead the business's TQM program. Mene clarifies issues concerning application of TQM to the hotel industry and applying for the Baldrige honor. One of the planks of TQM - empowerment
- was an easy step for Ritz-Carlton. Dimension was a difficult hurdle because the industry doesn't have service-quality benchmarks. Key product and service requirements of the travel consumer were translated into Ritz-Carlton Platinum Standards, which include a credo, motto, 3 steps of service, and 20 "Ritz-Carlton Fundamentals.