InBanyan Tree made a line extension and opened Colours of Angsana, a sister chain of resorts under the Angsana brand.
Cassia: In JuneBanyan Tree announced the launch of their new brand, Cassia, focusing on a new market for the company. Sinceit has aggressively expanded across China and currently operates 11 destinations including Shanghai, Ringha, Lijiang and Sanya.
He said this is because firms may think that they are getting a sense of customer satisfaction through customer's complaints.
This is because customer satisfaction is a complex construct and still a critical area for research and debate. Studies indicate that, the concept of Customer satisfaction is a state of mind that a customer has about a company when their expectations have been met or exceeded over the lifetime of the product or service.
In majority of books and academic articles; approach of Richard Oliver to explanation of satisfaction and 2 dissatisfaction is represented as the customer buys services and products under the effect of expectations about anticipated performance actually when the product or service is purchased, the consumers compare the actual performance with expectation.
By successfully blending its environmental concern with the unique Asian traditions and heritage and the concept of individual luxury villas offering an intimate experience, Banyan Tree has emerged as one of the leaders in the hospitality industry.
Banyan Tree and its portfolio brands have won over awards and accolades since the company was established in Nevertheless, it is not enough for companies to just identify the needs of their customers without putting down strategies and measures to meet or exceed the expectations of their customers.