Within the last few decades, customer satisfaction has emerged
as one of the most important factors for the financial success of
hospitality and tourism industry (Iacobucci et al., 1994). As
suggested by others, this study found that level of customer
satisfaction plays a significant role in a company’s financial
performance. Basically, this study suggests that the higher the level
of customer satisfaction the better the financial performance Findings of this study also suggest that employee satisfaction is
one of the significant determinants of customer satisfaction and
employee satisfaction indirectly influences financial performance.