Customer expectation in five star hotels in Aqaba Special Economic Zone Authority (ASEZA)

Background: The present paper undertakes an approach of robust design including the model of Kano to obtain the best composition of design form factors. This can improve the contentment of customers effectively and standards of the aesthetic products with various norm features. Materials and Methods: The researcher uses the model of Kano to comprehend the relation between performance norm and the contentment of customers, and to settle a difficulty of trade-off in various norms optimisation by verifying the most important norm in the contentment of customers. Results: This study explains the excitement needs and creates solutions for the excitement that needs transformation into basic needs over time. On the other hand, we will prove how these extra services will affect the increase in the popularity of the hotel and by result its occupancy rates. Conclusion: Comparing the hypothetical results with the actual ones, we find that neither room complimentary coffee & tea nor priority clubs or heated swimming pools act as exciters. Hospitality is connected to customer satisfaction because this business produces and delivers customer satisfaction. Now, customer supplies can be both tangible and intangible, but filling all of them and hence meeting their requirements is called customer satisfaction.