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A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE SATISFACTION IN THE HOSPITALITY INDUSTRY
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Inas Zeinddine
Alireza Tahernejad
Mccurtis A Akpojaro
Customer satisfaction is one of the most important strategic mechanisms of best practice hotel organizations. Daily, managers and employees are continuously faced with the challenges of establishing and maintaining customer satisfaction. The purpose of this study is to seek and identify measures that can be used in the hospitality industry for purposes of assessing and evaluating customer satisfaction and customer service effectiveness. The results from the research will enable hotel owners, managers and decision makers to identify the best practices in customer service design, culminating in customer value. The primary objective of this study is to understand and identify the relationship between customer service quality and customer satisfaction in hotels in Nigeria using a case study of Amena Resorts and Hotels Limited, Oghara. The study identified the factor’s influencing customer’s satisfaction at Amena Resorts and Hotels Limited, assessed customer expectations and perceptions of service quality at Amena Resorts and Hotels Limited and identified customer satisfaction to meeting and exceeding hotel service quality and examined hotel employees on concepts to enable the hotel meet and exceed customer’s satisfaction in order to improve on the hotel customers service quality. These identified challenges will be used as learning opportunities for improvement in aspects of quality and to establish a usable model for the organization (hotels) from which strategies can be developed for the effective management of customer relations, and to ensure that customer expectations of service quality are met. The study made use of questionnaire as a key method to gather relevant data for the study. A total of 85 questionnaires were administered to the employees and guests of the hotel. 15 questionnaires were administered to the hotels employees and 65 questionnaires was administered to every guest that visited the hotel for a period of two weeks. data collected were analyzed using frequency counts and percentage. Findings revealed that the hotel offers a variety of customer’s centric services which some were satisfactory to their customers and areas of improvements were noted through the data collected. The study concludes that, the two variables (customers service quality and customer’s satisfaction) examined are significantly related and could predict the growth improve the quality of services offered, increase the patronage and consequently revenue generated at Amena Resorts and Hotels Limited.
Kuwata Goni
—This paper represents a conceptual analysis and development of a theoretical model for investigating the strength of service delivery as a mediating variable on the relationship between human resources management practices and customer satisfaction. The study would employ questionnaire survey to gather data for testing hypotheses. The proposed survey study would draw sample from customers of hotels located in Kano metropolis, Nigeria. The proposed study has the potential for creating a new knowledge and improvement of professional practice in the hospitality industry.
Enis Ademović
European Scientific Journal ESJ
This study was carried out to determine the Influence of Internal Marketing on Customer Orientation Behaviour of Hotel Employees in Nigeria. The objectives of the study include: to determine the effect of internal marketing on customer orientation behaviour of hotel employees; to investigate the moderating influence of personality on the relationship between internal marketing and customer orientation behaviour of the hotel employees; and to investigate the moderating influence of job satisfaction on the relationship between internal marketing and customer orientation behaviour of the hotels' employees. Survey research design method was adopted for the study. 83 and 174 hotel managers and employees respectively were selected for the study from 20 hotels operating in different geo-political zones of Nigeria. Questionnaire was used for collection of data. Convenience sampling method was used for selecting both the hotels' managers and guest service employees used for the study. The hypotheses were tested using multiple linear regression. It was revealed that internal marketing has significant influence on customer orientation behavior of hotels' employees; personality significantly moderates the relationship between internal marketing and customer orientation behavior of the hotel employees; and job satisfaction significantly moderates the relationship between internal marketing and customer orientation behavior of the hotels' employees. It was recommended that hotel managers should give much priority to internal marketing practice while controlling for the personality and job satisfaction of the guest service employees.
International Journal of Hospitality Management
Jerrold Leong
Tourism and Hospitality Research
Dina Weheba
Luis Nóbrega
Felix Mavondo , Haywantee Ramkissoon (PhD)
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Direction for Future Research This study was directed to examine the connection between. satisfaction and loyalty as well as to identify attributes increasing. customer loyalty for guests visiting the City of Opatija and Hotel Bristol. The results from this study were drawn from a small sample size of 15.
the end of the results, a situational analysis of the hotel customer satisfaction was demon-strated. Suggestions for development ideas were also discussed to help Hotel St. George improve its guest satisfaction. The thesis project started in November 2019 and ended in the middle of May 2020. Keywords
Customer satisfaction is a significant antecedent of customers' sustained usage intention. The findings revealed that corporate reputation had no direct and significant effect on customers ...
Customer satisfaction plays a vital role in the profitability of a business as it leads to repeat business and customer loyalty in the long run (Anderson et al., Citation 1994). Quality and customer satisfaction thus remain a significant source of competitive advantage for tourism and hospitality businesses. An extensive review of the ...
Extensive research on articles in the niche of business and economics that talk about customer. satisfaction indicates that 2235 studies have got carried out between 1992-2011 (Farooq & Salam, 2018). Amongst these studies, 1088 elaborate on the aspects of customer satisfaction and service.
Customer satisfactionis a measure of different aspects of satisfaction that reflects the product or service provided by the company. Customer expectation is a measure that includes both previous experiences with the company and information received from advertising and word of mouth. acsi-model-new2. 15.
ABSTRACT. Service quality and customer satisfac tion have been widely recognized as funda mental drivers in. the formation of pu rchase intentions. The concepts ar e important for companies to ...
thesis project examines customer satisfaction provided by Trivsel and customer loyalty received by Trivsel from its customers. The commissioner of this thesis was Karolina Lassfolk (Operational Director, Trivsel). This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty.
The term customer satisfaction and its importance were defined by Zeithami et al. (1996) as, to achieve continuous success of companies in the long run, the need to emphasize customer satisfaction is a key consideration. ... [Doctoral thesis]. Purdue University. Google Scholar. Herington C., Weaven S. (2009). E-retailing by banks: E-service ...
Common perception by practitioners in the hotel industry today that a satisfied guest would become a repeat customer was considered as a major subject of this research. It determined the extent to which satisfaction fostered loyalty. Interviewing guests and demonstrating the expression of visual experience through photography illustrated the guests´ propensity for recommending and returning ...
Hotel's service q uality is the service providing to. guest expectations and almost all hotels are able to gain. customers satisfaction through providing a high q uality of. services (Top & Ali ...
Thesis Approval Form . Student Name: Samuel Otim Thesis Title: The Determinants and Implications of Customer Satisfaction and Loyalty in Web-Based Commerce: An Empirical Analysis Name Rayno Niemi, Ph.D. Chair Prof. Edward Holden Committee Member Jack Cook, Ph.D. Committee Member Thesis Committee Signature . Rayno Niemi Edward Holden Jack Cook ...
customer satisfaction that the hotel attracts new customers mostly through recommen-dations from loyal customers as well as through the popularity of the global Serena Group of Ho-tels Brand (Pearce & Robinson, 2011). This paper explores different aspects of customer satisfaction while trying to answer the following research ques-tions:
1. Introduction. Customer satisfaction, loyalty, product knowledge and competitive ability are variables which have been researched extensively across the globe. The relationships which tend to be researched the most are customer satisfaction and loyalty (e.g., Fornell, Johnson, Anderson, Cha, & Bryant, 1996; Türkyilmaz & Özkan, 2007 ).
source of customer satisfaction which has become an important aspect of the hotel industry. According to Kotler, et al., (2017), when a consumer/customer is contented with either the product or services it is termed satisfaction. It means that services offered are of high quality. Satisfaction can also be a person's feeling of pleasure or
Y. Ng, Study of the impact of customer satisfaction on intention to return and return intention, and word-of-mouth endorsement in university dining operations, [M.S. thesis], Graduate College of Oklahoma State University, Stillwater, Oklahoma, USA, 2005.
This thesis is marketing research about the customer satisfaction of UPM Timber. The company commissioned a customer satisfaction survey in order to give the company's management a clear view of the company's customer satisfaction level and help them with decision making and allocation of development funds. The objective of this thesis is
Strathmore University
Strongly disagree 88 APPENDIX C Rank order of the customer satisfaction statements in the Hotel A and B Rank # Question # Hotel A 1 44 2 39 3 6 4 40 5 22 6 9 7 41 Hotel A Statements Satisfaction with the shooting school The pool cleanliness Always treated with respect The staff being attentive The bell man/butler service Always treated fairly ...
Name of thesis CUSTOMER SATISFACTION AND CUSTOMER COMPLAINTS. Case Ayaba Hotel Bamenda Centria supervisor Katja Viiliäinen-Tyni Pages 33+ 3 Instructor representing commissioning institution or company. Ondoa Awoumou The topic of the research work is customer satisfaction and customer complaint. The objectives of the
2.1 Overview of customer satisfaction 5 2.2 Importance of customer satisfaction 6 2.3 Customer relationship skills to attain customer satisfaction 7 2.4 Service quality 10 2.5 Managing customer complaints to improve customer satisfaction 10 2.6 Benefits of satisfying customer complaints 12 3 RESEARCH PLAN 14 3.1 Customer satisfaction research ...
Enhancing customer satisf action in e-commerce: The role o f service. quality and brand tr ust. Muneeb Iqbal, Aqdas Tanveer, Hafiz Burhan Ul Haq 2,*, Muhammad Daniyal Baig, Amna Kosar. 1 Faculty ...
customer satisfaction. The study also concludes that empathy is ranked in first position on the basis of calculated mean value. Similarly, reliability, assurance, responsiveness and communication are ranked second, third, fourth and fifth position respectively as far as factors affecting customer satisfaction is concerned.