Thesis 2 Abstract Asya Archakova Service Quality and Customer Satisfaction. Case study:Company X, 39 pages, 1 appendix Saimaa University of Applied Sciences customer satisfaction research, based on the customer’s point of view, was a logical conclusion for the final thesis Dec 13, · Dec 13, · The most widely accepted conceptualization of the customer satisfaction concept is the expectancy disconfirmation theory (Barsky, ; Oh and Parks, ; McQuitty, Finn and Wiley, ). The theory was developed by Oliver (), who proposed that satisfaction level is a result of the difference between expected and perceived performance Thesis On Customer Satisfaction In Banks, coursework translation fren, research paper topics for middle schoolers, example of background and content essay Customer Reviews We have a diverse team of writers from different educational backgrounds,
Thesis Customer Satisfaction - blogger.com
edu no longer supports Internet Explorer, master thesis customer satisfaction. To browse Academia. edu and the wider internet faster and more securely, please take a few seconds to upgrade your browser. Log In with Facebook Log In with Google Sign Up with Apple. Remember me on this computer. Enter the email address you signed up with and we'll email you a reset link. Need an account? Click here to sign up. Download Free PDF. Sooting Kua, master thesis customer satisfaction.
Download PDF Download Full PDF Package This paper. A short summary of this paper. Broken or master thesis customer satisfaction print, colored or poor quality illustrations and photographs, print bleed-through, substandard margins, master thesis customer satisfaction, and improper alignment can adversely affect reproduction.
In the unlikely event that the author did not send a complete manuscript and there are master thesis customer satisfaction pages, these will be noted. Also, if unauthorized copyright material had to be removed, a note will indicate the deletion. This microform edition is protected against unauthorized copying under Title 17, United States Code. Regina B. Glover, Chair Dr, master thesis customer satisfaction.
Marjorie Malkin Dr. Glover The major purpose of this study was to identify customer and employee satisfaction levels and the most important satisfaction factors in the lodging industry by the example of two hotel properties of a resort on the East Coast. This study included a sample of customers, while the exact number of employees master thesis customer satisfaction unknown. The customer satisfaction survey was prepared by the consulting agency.
It was conducted in the form of a minute telephone interview with the customers who stayed at the resort 30 days prior to the survey. Top 10 and lowest 10 customer satisfaction factors were found for both hotels of the resort. Four similar factors out of 10 positive ones were found to be in both of the hotel properties.
Nine similar factors out of 10 were ranked as least satisfying in both of the hotels. The range score between the highest and the lowest customer satisfaction rating for the Hotel A was found to be 1. As for the overall customer satisfaction in two hotels, master thesis customer satisfaction, the overall customer satisfaction for the Hotel A was 4, master thesis customer satisfaction. Satisfaction with Room Divisions received the highest overall mean scores 4. The employee satisfaction questionnaire was created by the human resources department of the resort.
Satisfaction with Your Department received the highest positive total percentage mean score of Similar to customer satisfaction, the 10 top positive and 10 bottom negative employee satisfaction response questions were identified. Those areas that were ranked high by the customers of the Hotel A were also highly ranked by the Hotel B customers. The strong positive association was found between two hotel properties and satisfaction statements.
The t master thesis customer satisfaction to There was found to master thesis customer satisfaction statistical significant difference between the Hotel A and B customer satisfaction statements. Regina Glover for her leadership, support, motivation, hard work and attention to details throughout this thesis.
She played a major role for two years of my graduate school, investing her energy, and time into my personal and academic growth.
The members of my committee, Dr. Marjorie Malkin and Dr. Girard for their helpful comments, patience, and understanding, as well as great classes that I had a chance to take with their instruction. I'd like to thank all the faculty members and the administrative staff of the Department of Health Education and Recreation. They each contributed to my professional development, and helped me with understanding of the American education system. I would not have been able to complete my Masters degree without support of my family and friends.
Their confidence in my abilities has been driving me to succeed and accomplish the goals that I set. i Acknowledgments iv List of Tables vii List of Figures viii Chapter 1 Introduction Top 10 Customer Satisfaction Factors in A Hotel Top 10 Customer Satisfaction Factors in B Hotel Lowest 10 Customer Satisfaction Factors in A Hotel Lowest 10 customer satisfaction factors in B hotel Customer satisfaction factors grouping in 4 major areas Overall employee satisfaction facets of the resort on the east coast Top 10 positive employee satisfaction response questions Top 10 negative employee satisfaction response questions Spearman's Rho correlation coefficient calculation Paired samples test hotel A and hotel B Customer Satisfaction Factors in A and B Hotel………………………………36 Figure 2.
The measurement of customer satisfaction has become an important issue for researchers in service marketing and hospitality management. Moreover, it is known that one of the goals of corporate culture is to retain and satisfy both the current and past customers. Each and every organization starts with the employees, the people who bring the organization alive and who are responsible for the output.
Without the employees the hotel would be just a structure made of steel, iron, and glass The Need for Employee Counseling, Employees are the most important asset the company has. More specifically the study examined the customer satisfaction and employee satisfaction in the lodging industry in two hotel properties of a resort on the East Coast.
What are the most important customer satisfaction factors in a Hotel A and B in a Resort on the East Coast of master thesis customer satisfaction US?
What are the biggest problems in customer satisfaction in a Resort on the East Coast by the example of the Hotel A and Hotel B?
What are the employee satisfaction levels in the lodging industry by the example of a Resort on the East Master thesis customer satisfaction What are the strongest and the weakest areas of employee satisfaction in a Resort on the East Coast?
Is there a relationship between customer satisfaction rankings in two hotel properties of a Resort on the East Coast based on the customer satisfaction survey? There is no significant difference in customer satisfaction rankings in two properties of a Resort on the East Coast. The research on the topic of customer satisfaction is increasing along with the importance of quality in service and production areas. The value of the study of customer satisfaction and employee satisfaction is increasing along with the importance of improving quality in hotel service, as well as the significance of reducing turnover and employee training.
The knowledge obtained from this research may have applicability and practical master thesis customer satisfaction for hotel managers toward the development of creative strategies to maintain existing customer loyalty, increase prospective customers, improve management, master thesis customer satisfaction, and motivate personnel.
The benefits of measuring customer satisfaction in various hotel departments raises the awareness of special challenges in the particular departments in providing service that could better satisfy the customers, enhance the use of customer service management and personnel training, and identify the best possible practices for quality service, and customer and employee satisfaction.
This study is also important because there have been very few studies that would analyze customer satisfaction and employee satisfaction in the hotel industry, master thesis customer satisfaction, particularly in the Resort on the East Coast. The study was limited to one resort setting on the East Coast.
Only customers were used in the study. No information was available for the researcher on the exact number of the employees who completed the employee satisfaction survey, master thesis customer satisfaction. Data collection for the Employee Satisfaction occurred during the month of October, Customer Satisfaction Surveys and data for this study were only received from December to February and are restricted to the outside agency interpretation.
The sample for the study was chosen from the guest list who stayed at the resort within 30 days prior to the survey, master thesis customer satisfaction.
The results of this study may master thesis customer satisfaction generalized to only customers and employees of a small portion of the lodging industry. There were some differences in lodging facilities between the two hotel properties. Information may not accurately reflect the opinion of the total population. Customer satisfaction data were provided by the outside consulting organization to the resort, and may not include all factors of customer satisfaction.
The employee satisfaction survey designed by the resort human resources may not include all factors of employee satisfaction. Opinions of the employees might have been influenced by the management.
Human error in the transfer of data might have occurred. Validity and reliability of the surveys used was not available to the researcher. The main areas of the resort setting in this study are represented by Room Divisions, Recreation, Conflict Resolution, and Staff.
The grouping of the existing data into those areas was done by the researcher. Eight statements regarding Room Divisions Department area of the customer satisfaction survey were used to describe this term. pricing, waiting time for service, master thesis customer satisfaction, and satisfaction factors with different hotel departments and their relation to employee satisfaction in the lodging industry.
Due to the minimal available research done on the topic of customer satisfaction factors with regard to different hotel departments as well as employee satisfaction, this review focuses on general customer and employee satisfaction factors in various service industries, on service quality, customer loyalty, and value. This chapter is divided into two main sections: issues in customer satisfaction, and issues in employee satisfaction.
Nicholls, Gilbert, and Roslow concentrated their research on measurements of customer satisfaction. Their research master thesis customer satisfaction to the developed knowledge base in hospitality industry by examining the service satisfaction in 15 master thesis customer satisfaction industries.
Final Thesis about customer satisfaction by Dean Warnink
, time: 1:00
Fill in the order Master Thesis Customer Satisfaction form by following the simple step-by-step procedure in order to pay essay writers at blogger.com to write your essay online. The online payment process is % confidential and secure. Once MASTER'S THESIS Relationship between Service Quality and Customer Satisfaction In the case of CCG (Customer Centric Group) CO Ali Dehghan Luleå University of Technology Master Thesis, Continuation Courses Marketing and e-commerce Department of Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. In a competitive marketplace where a business competes for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Customer satisfaction is an
No comments:
Post a Comment