LITERATURE REVIEW
Service industries cannot attract customers by offering those special offers and volume discounts offered by manufacturing but by offering high customer values and establishments which keeps customers satisfied and loyal to the business. Many such successful businesses build business processes around their customers and everything is done to satisfy them. Many businesses spend millions of money to attract new customers when they should be providing excellent customer services to retain current customers (Barry and Brand, 2008). Mullins (2007) agrees that the objective of businesses should be finding the right service for customers and establishing long-term lasting customer relationships and attainment of objectives is a reflection of the success and ultimate survival of organizations.