| Summary: | There is huge competition in the hotel industry. Improvements are needed in order to maintain or
improve market position and reputation such as understanding the problem faced by the hotel,
understanding customer requirements and develop innovative idea. This research analyzes the
problem in the hotel industry and applies innovation perspective to improve customer
satisfaction.Then, this research tries to incorporate the idea of innovation to improve services and facilities offered with respect enhancing awareness, positioning, brand recognition, differentiations and improve customer satisfaction.Besides using a survey to gather customer perceptions, this research will also employ key personnel perspectives into the analysis.It is expected that the findings could contribute towards greater understanding in view of innovations and customer satisfaction in the hotel industry.According to the result of analysis, it show that facility and services are reached satisfied level but EDC-UUM will continue to strives to customer satisfaction and innovation toward hotel facility and services. Thus, research is also expected to provide some innovative solutions for managerial applications in EDC-UUM.
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