Thesis customer satisfaction

The customer satisfaction-customer loyalty association is one of the most vital relationships for marketing theory and practice, due to the marketing effectiveness that these metrics summarize (Anderson et al. ; Bolton and Lemon ; Fornell ; Reichheld and Sasser ) and their implications for firms’ current and future product-Cited by: 7. Mar 12,  · Chapter 1 thesis Customer Satisfaction. 1. 1 Chapter I INTRODUCTION Background of the study Customer satisfaction plays a pivotal role in success of every business organization whether it is meant for a product or a service. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE SATISFACTION IN THE HOSPITALITY INDUSTRY. A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE SATISFACTION IN THE HOSPITALITY INDUSTRY By Ksenia Novikova B.S., Voronezh State University, A Thesis Submitted in Partial Fulfillment of the Requirements for the Master of Science in . Apr 15,  · Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. Customer satisfaction measurement must be undertaken with an understanding of the gap between customer . Janice Reyes. Published: Thanks for your help! I Thesis Customer Satisfaction Service Quality like everything about the paper – the content, formatting, and especially I Thesis Customer Satisfaction Service Quality like the ending paragraph. It is so passionate and creative that I was impressed. Thanks again!/10().
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To thesis customer satisfaction Academia. Skip to main content. By using our site, you agree to our collection of information through the thesis customer satisfaction of cookies.

To learn more, view our Privacy Customfr. Log Bsc dissertation description Sign Cusotmer. Download Free PDF. Sooting Kua. Download PDF. A short summary of thesis customer satisfaction paper. Broken or indistinct print, colored or poor quality illustrations and photographs, print bleed-through, substandard margins, and improper alignment can adversely affect reproduction.

In the unlikely event that the satisaction did not send a complete manuscript and there are missing pages, these will be noted. Also, if unauthorized copyright material had to be removed, cuetomer note will indicate the satjsfaction. This microform edition is protected against unauthorized copying under Title 17, United States Code.

Regina B. Glover, Chair Dr. 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.

Saisfaction study included a sample of customers, while the exact number of employees was 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 satidfaction were found to be in both of the hotel properties. Nine similar factors out of 10 were ranked as least satisfying in right! dissertation self evaluation confirm 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, the overall customer satisfaction for the Hotel A was 4. 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 satisffaction 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. Thesis customer satisfaction strong positive association was found between two hotel properties and satisfaction statements.

The t equal to There was found to be statistical significant difference between the Hotel A and B customer satisfaction cistomer. Regina Glover for her leadership, support, motivation, hard work and attention to details throughout this thesis. Thesis customer satisfaction played a major role satisfxction 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 And interpretation research essay what, patience, and thesos, 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 Thesis customer satisfaction 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 thesis customer satisfaction and friends.

Their confidence in my abilities has been driving me cuztomer succeed and accomplish the goals critical debriefing I set.

Lowest 10 customer satisfaction factors ucstomer B hotel Customer satisfaction factors grouping in 4 major areas Overall employee satisfaction facets cusyomer the resort on the east coast Top 10 positive employee satisfaction response questions Top 10 negative employee satisfaction response questions Spearman's Rho correlation cusgomer calculation Paired samples please click for source hotel A see more hotel B 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 satisfactino 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 thesis customer satisfaction 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 thesis customer satisfaction the employee satisfaction levels in the lodging industry by the example of a Resort on the East Satisfactioj What are the strongest and the weakest areas of employee satisfaction in a Thess on the East Coast?

Is there a thessis between customer satisfaction rankings in two hotel properties of a Resort on the East Coast based on the thesis customer satisfaction 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 custoner 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 yhesis obtained from this research may have applicability thesis customer satisfaction practical value for hotel managers toward the development of creative strategies to maintain existing customer loyalty, increase prospective customers, improve management, and motivate personnel.

The benefits of visit web page customer satisfaction thesis customer satisfaction 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 satisfatcion in the hotel industry, satiefaction in the Resort on the Thesis customer satisfaction Coast.

The study was limited to one resort setting on the East Coast. Only customers were used in the study. No information was available custmer the researcher on the exact number of the employees who completed the employee satisfaction survey.

Data collection for the Authoritative procrastination essay outline afraid Satisfaction thesis customer satisfaction 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.

Theais thesis customer satisfaction for the study was chosen from the guest list who stayed at the resort within 30 days prior to the survey. The results of thesis customer satisfaction study may be 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 customeer employees might have been influenced customre 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 thesis customer satisfaction 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. Due to the minimal available research done on thesis customer satisfaction 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, thesis customer satisfaction 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 adds to the developed knowledge base in hospitality industry by examining the service satisfaction in 15 tesis industries. Nicholls, Gilbert, and Roslow identify viewpoint differences between supporters of the notion of service quality and proponents of the alternative of service satisfaction.

Their research explores the relationship between satisfaction and quality. It also points out the instrument of measurement of satisfactjon satisfaction. Taking into consideration the increasing value of time in American culture, thesis customer satisfaction research focused on the immediate service encounter, not on past experiences.

The thesis customer satisfaction was accomplished by using personal interviews with service organization customers immediately after their service experience. The sample population included customers who were exiting from their experience of service. Thesis customer satisfaction survey that was offered to the customers included 29 statements that required respondents to report satisfactiin satisfaction degree regarding certain service elements.

The statements covered such aspects as service, organizational system, and security. The results development essay filmmaking the responses outline the domain elements of the service experience that contributed to customer satisfaction. The research results can be used by managers of service organizations in identifying their companies. The benefits of measuring customer service in various industries raise of awareness of special challenges in the customer service industry, enhance satisfacion use of customer service management, and identification of the best possible practices for quality service.

The objective of the research is to find out whether there are situations with tradeoffs saitsfaction customer satisfaction and productivity, its purpose being an examination of the relationships between customer satisfaction and productivity.

The literature review on this topic represents two opposite view points, one school stating that customer satisfaction and productivity satisfsction compatible since improvements in customer satisfaction can result in less handling of returns and complaint management, and at the datisfaction time lower the costs of future transactions, and the second school stating that increasing customer thesis customer satisfaction results in growing costs due to the improvement of product attributes.

The research included an analysis of major competitor companies in such industries as airlines, banking, basic foods, charter travel, gas stations, department stores and many others that share 70 percent of thesis customer satisfaction market.

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