THE BOOK SEEKS TO HIGHLIGHT THE RELEVANCE OF ENSURING CUSTOMER SATISFACTION. IT FOCUSES ON THE SERVICE INDUSTRY AND THE ELEMENTS OF CUSTOMER SATISFACTION.AFTER READING THIS BOOK, IT IS EXPECTED THAT OUR ATTITUDE TOWARDS CUSTOMERS AND POTENTIAL CUSTOMERS WOULD BECOME A POSITIVE ONE. THE STUDY ALSO SOUGHT TO THROW MORE LIGHT ON WHAT LOYALTY AND IMPORTANCE IN THE SERVICE INDUSTRY. THE READER AT THE END WOULD APPRECIATE THE COMPOSITION OF LOYALTY.