“A customer's post-consumption evaluation of a product or service” determined by the perceived discrepancy between prior expectations and the actual performance it come from tourist behavior or characteristic of customer that different (Mittal and Frennea 2010, p. 3; see also Day 1984; Oliver 1980; Tse and Wilton 1988)
“Customer satisfaction management has emerges as a strategic that important for the hotel industry” (Mittal and Kamakura 2001, p. 131)
“Customer satisfaction has come to represent an important cornerstone for customer-oriented business practices across a multitude of companies operating in diverse industries” (Szymanski and Henard 2001, p. 16)
Hill (1996) pointed out that customer satisfaction will happen when customer’s perception met or exceeds his/ her expectations. While Hunt (1977) discussed customer satisfaction as an imaginary assessment of customer about his/ her consumption experience, Oliver (1981) defined it from psychological point of view which is about customer emotions based on his/ her expectations and consumption experience.