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A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE SATISFACTION IN THE HOSPITALITY INDUSTRY
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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.
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Theoretical Framework Example for a Thesis or Dissertation
Published on October 14, 2015 by Sarah Vinz . Revised on July 18, 2023 by Tegan George.
Your theoretical framework defines the key concepts in your research, suggests relationships between them, and discusses relevant theories based on your literature review .
A strong theoretical framework gives your research direction. It allows you to convincingly interpret, explain, and generalize from your findings and show the relevance of your thesis or dissertation topic in your field.
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Table of contents
Sample problem statement and research questions, sample theoretical framework, your theoretical framework, other interesting articles.
Your theoretical framework is based on:
- Your problem statement
- Your research questions
- Your literature review
A new boutique downtown is struggling with the fact that many of their online customers do not return to make subsequent purchases. This is a big issue for the otherwise fast-growing store.Management wants to increase customer loyalty. They believe that improved customer satisfaction will play a major role in achieving their goal of increased return customers.
To investigate this problem, you have zeroed in on the following problem statement, objective, and research questions:
- Problem : Many online customers do not return to make subsequent purchases.
- Objective : To increase the quantity of return customers.
- Research question : How can the satisfaction of the boutique’s online customers be improved in order to increase the quantity of return customers?
The concepts of “customer loyalty” and “customer satisfaction” are clearly central to this study, along with their relationship to the likelihood that a customer will return. Your theoretical framework should define these concepts and discuss theories about the relationship between these variables.
Some sub-questions could include:
- What is the relationship between customer loyalty and customer satisfaction?
- How satisfied and loyal are the boutique’s online customers currently?
- What factors affect the satisfaction and loyalty of the boutique’s online customers?
As the concepts of “loyalty” and “customer satisfaction” play a major role in the investigation and will later be measured, they are essential concepts to define within your theoretical framework .
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Below is a simplified example showing how you can describe and compare theories in your thesis or dissertation . In this example, we focus on the concept of customer satisfaction introduced above.
Customer satisfaction
Thomassen (2003, p. 69) defines customer satisfaction as “the perception of the customer as a result of consciously or unconsciously comparing their experiences with their expectations.” Kotler & Keller (2008, p. 80) build on this definition, stating that customer satisfaction is determined by “the degree to which someone is happy or disappointed with the observed performance of a product in relation to his or her expectations.”
Performance that is below expectations leads to a dissatisfied customer, while performance that satisfies expectations produces satisfied customers (Kotler & Keller, 2003, p. 80).
The definition of Zeithaml and Bitner (2003, p. 86) is slightly different from that of Thomassen. They posit that “satisfaction is the consumer fulfillment response. It is a judgement that a product or service feature, or the product of service itself, provides a pleasurable level of consumption-related fulfillment.” Zeithaml and Bitner’s emphasis is thus on obtaining a certain satisfaction in relation to purchasing.
Thomassen’s definition is the most relevant to the aims of this study, given the emphasis it places on unconscious perception. Although Zeithaml and Bitner, like Thomassen, say that customer satisfaction is a reaction to the experience gained, there is no distinction between conscious and unconscious comparisons in their definition.
The boutique claims in its mission statement that it wants to sell not only a product, but also a feeling. As a result, unconscious comparison will play an important role in the satisfaction of its customers. Thomassen’s definition is therefore more relevant.
Thomassen’s Customer Satisfaction Model
According to Thomassen, both the so-called “value proposition” and other influences have an impact on final customer satisfaction. In his satisfaction model (Fig. 1), Thomassen shows that word-of-mouth, personal needs, past experiences, and marketing and public relations determine customers’ needs and expectations.
These factors are compared to their experiences, with the interplay between expectations and experiences determining a customer’s satisfaction level. Thomassen’s model is important for this study as it allows us to determine both the extent to which the boutique’s customers are satisfied, as well as where improvements can be made.
Figure 1 Customer satisfaction creation
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Of course, you could analyze the concepts more thoroughly and compare additional definitions to each other. You could also discuss the theories and ideas of key authors in greater detail and provide several models to illustrate different concepts.
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Customer satisfaction, quality, cus-tomer relationship management and loyalty are the main concepts of this thesis. The con-cepts are described in detail in the chapters later on and they are working as a direction of the thesis. This thesis is marketing research about the customer satisfaction of UPM Timber.
PDF | Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be... | Find, read and cite all the research you ...
Recommended Citation Otim, Samuel, "The Determinants and implications of customer satisfaction and loyalty in web-based commerce: An Empirical analysis" (2004). Thesis. Rochester Institute of Technology. Accessed from This Thesis is brought to you for free and open access by the RIT Libraries. For more information, please contact repository@rit ...
The purpose of this research is to study the relationship between customer satisfaction. and consumer loyalty and apply its relationship into all the market industries including. products and services, particularly in financial institutions. Preliminary sample data.
Increased customer satisfaction can provide company benefits like customer loyalty, extending the life cycle of a customer expanding the life of merchandise the customer purchase and increases customers positive word of mouth communication.
The result of positive customer satisfaction is customer loyalty, and the result of negative customer satisfaction is negative word of mouth and customer complaints.
ation that is based on the customer's lifetime of product and service experience (Smith, 2007)Effect. ve marketing focuses on two activities: retaining existing customers and adding new customers. Customer satisfaction measures are critical to any product or service company because customer sat.
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.
1 INTRODUCTION This thesis research aims to discover the relationship between customer satisfaction and customer loyalty. It is discovered from literature and previous research on relevant theories for this research. The factors that influence customer satisfaction and customer loyalty are explored. As Hill, Roche and Allen (2007,4) state, "to understand the difference between customers ...
The document discusses the challenges of writing a thesis on customer satisfaction. It notes that exploring customer satisfaction requires thorough research and investigation of complex dimensions. Writing a thesis on this topic involves navigating vast literature, identifying gaps, formulating research questions, and synthesizing findings into a cohesive narrative, all of which take both time ...
A STUDY OF THE FACTORS INFLUENCING CUSTOMER SATISFACTION AND EFFICIENCY IN CONTACT CENTERS: THE COMBINED EFFECT OBJECTIVES The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. More specifically, the focus is on examining the grouped impact of the factors. First, this research draws on existing research on the ...
Abstract Businesses are constantly trying to find new strategies that help them gain loyal customers, in order to avoid the considerable cost of attracting new customers. This thesis analyzes if service quality has any significant impact on brand loyalty, where customer satisfaction is used as an indicator for brand loyalty.
customer satisfaction with service quality (the case of commercial bank of ethiopia addis ababa branch) by melesse abebe berushie a thesis submitted to the st marry's university college school of graduate studies in partial
o analyze customer satisfaction concerning banking services provided by Sberbank. The thesis purpose is to unveil customer expectations by approaching them with a questionnaire. After analyzing the results, suggestions will be given on how to further improve services of Sberbank. This thesis will also focus on reasons and factors that influence customer satisfaction. The research is combined ...
See Full PDF Download PDF A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE SATISFACTION IN THE HOSPITALITY INDUSTRY By Ksenia Novikova B.S., Voronezh State University, 2006 A Thesis Submitted in Partial Fulfillment of the Requirements for the Master of Science in Recreation Degree. Department of Health Education and Recreation In the Graduate School Southern Illinois University Carbondale ...
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The subject of this article is customer satisfaction, loyalty, knowledge and business competitiveness from the perspective of a food-industry customer. This article aims to analyse the relationship...
Abstract Asya Archakova Service Quality and Customer Satisfaction. Case study :Company X, 39 pages, 1 appendix Saimaa University of Applied Sciences Faculty of Business Administration, Lappeenranta Degree Programme in International Business Thesis 2013 Instructors: principal lecturer Minna Ikävalko, Saimaa University of Applied Sci-ences, managing director Dita Kaarna, Company X.
The Impact of Marketing Mix on Customer Satisfaction: A Case Study Deriving Consensus Rankings from Benchmarking January 2007 Thesis for: Master Advisor: Dr. Mohamad Nasir Saludin Authors: Amy Poh ...
Sample theoretical framework. Below is a simplified example showing how you can describe and compare theories in your thesis or dissertation. In this example, we focus on the concept of customer satisfaction introduced above. Example.
The concept of customer satisfaction will be discussed, ways to achieve quality and high performance, customer experience and the role of employee satisfaction to customer satisfaction.
5 Call Center KPI Examples. Measuring the performance of your call center can be done through a variety of different metrics. Here are five of the most common call center KPI metrics: ... By focusing on improving FCR, you can enhance customer satisfaction, reduce operational costs, and build stronger, more loyal customer relationships. 2. Call ...
Name of the bachelor's thesis Customer satisfaction evaluation and recommendations for a marketing communication. Case: Business-Hotel "Karelia" Abstract The economic which crisis started at the end of 2014 in Russia affected the hospitality industry significantly, the amount of tourists decreased, and issues of customer satisfaction and ...