Customer Satisfaction Towards Hotel Service Quality
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Service Quality Management In Hospitality Tourism And Leisure
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Author : Connie Mok
language : en
Publisher: Routledge
Release Date : 2013-01-11
Service Quality Management In Hospitality Tourism And Leisure written by Connie Mok and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-11 with Business & Economics categories.
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Customer Satisfaction Towards Hotel Service Quality
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Author : Tadesse Kabtamu
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2013-01
Customer Satisfaction Towards Hotel Service Quality written by Tadesse Kabtamu and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01 with categories.
Nowadays, one of the biggest challenges for managers in the hotel industry is to provide and sustain customer satisfaction. However, maintaining sustainable customer satisfaction cause a lot of money per year to provide and fulfill the factors and hotel characteristics as the medium to increase the number of consumers, the service provider can save their money and make a right decision in their investment. Hotel managers have a problem of properly knowing the major attributes of quality service antecedents that have brining sustainable satisfaction for their customers. The problem might be lack of knowledge in identifying which service quality attribute need due consideration to overcame high level of their customer satisfaction. How can the hotelier recognize any attributes which have their most effect in enhancing the satisfaction levels of their customers? Hence, it is important for the hotelier to seriously recognize the importance of service improvement for their business. The hotel management should consider any element or factor to fulfill their customer satisfaction. The main point to be discussed here is how this quality services can ensure customers satisfaction.
The Relationship Between Service Quality Factors And Customer Satisfaction Towards Hotel Industry
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Author : sabrina shahabudin
language : en
Publisher:
Release Date : 2018
The Relationship Between Service Quality Factors And Customer Satisfaction Towards Hotel Industry written by sabrina shahabudin and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018 with categories.
The purpose of study is to measure factors that can influence customer satisfaction in Hotel Emerald Putri. Additionally, the objectives of this research is to identify service quality factor on customer satisfaction, to determine the relationship between service quality on customer satisfaction and also to investigate whether service quality provided by hotel is effective or not. 108 questionnaires were distributed to customer of Emerald Putri Hotel. The finding of this study revealed on descriptive data analysis and statistical found that three dimensions to be critical in related to customer satisfaction. The dimension of service quality are tangibility, responsiveness and empathy. Normally, respondent response differently on satisfaction towards service quality that provided by the hotel staff. The paper point out some managerial implication and recommendation for future research.
Service Quality In Hospitality Organizations
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Author : Michael D. Olsen
language : en
Publisher: Weidenfeld & Nicolson
Release Date : 1996
Service Quality In Hospitality Organizations written by Michael D. Olsen and has been published by Weidenfeld & Nicolson this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Customer services categories.
Service Quality In Leisure And Tourism
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Author : Andrea Krauz
language : en
Publisher:
Release Date : 2016-09-15
Service Quality In Leisure And Tourism written by Andrea Krauz and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-09-15 with categories.
Tourism has been one of the world's fastest growing industries, and there are large societies entirely dependent upon the visitor for their sustenance. The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. Much of the attention given to service quality is motivated by the premise that it will increase customer satisfaction and ultimately lead to better financial performance. The quality of products and services has also been related to external indicators of customer satisfaction such as complaints, warranty, litigation and market share. Satisfied customers often lead to loyal customers who continuously repurchase the product or service. However, all organizations are dependent upon repeat purchases that lead to higher profitability. Empirical evidence suggests that customer satisfaction mediates the relationship between service quality and firm performance. Service Quality in Leisure and Tourism aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It deals with the impact of service quality in tourism and customer satisfaction; presents the theoretical model of the research indicating the dimensions of quality in tourism. It shows that such dimensions as Quality of accessibility, accommodation, venue and their components contribute directly in satisfaction of tourists, their intend to return and eventually development of tourism industry in a region.Delivering high quality service within the hospitality industry positively influences a customer's perception of value. Tourist satisfaction is the result of the interaction between a tourist's experience in the destination area and his or her previous expectations about the destination. Satisfying the tourist is critical because it has an effect on the expectations and intentions for the customer's next destination purchasing decision. Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.
Innovative Business Development A Global Perspective
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Author : Ramona Orăștean
language : en
Publisher: Springer
Release Date : 2018-11-13
Innovative Business Development A Global Perspective written by Ramona Orăștean and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-11-13 with Science categories.
This proceedings volume presents the latest trends in innovative business development theory and practice from a global, interdisciplinary perspective. Featuring selected contributions from the 25th International Economic Conference Sibiu (IECS 2018) held in Sibiu, Romania, it explores various topics in the areas of economics, business, finance and accounting, including tourism, marketing and Islamic banking and finance. Written by researchers from different regions and sectors around the world, it offers significant insights into the emerging shifts that characterize the fields of innovative economics and global development, innovative business practices, as well as innovative finance and banking, and provides organizations, managers and policy makers with new reliable solutions and opportunities for innovative development and growth within and between organizations around the globe.
Customer Satisfaction In The Hotel Industry
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Author : Gandolfo Dominici
language : en
Publisher:
Release Date : 2011
Customer Satisfaction In The Hotel Industry written by Gandolfo Dominici and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with categories.
In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon service quality. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage. We perform a qualitative analysis of a large hotel in Sicily (IT), the Sporting Club Hotel in the town Cefalù, using the Critical Incident Approach (Hayes, 2008). Through the analysis of this case we evaluate the overall customer satisfaction level for the hotel and for each supplied service . We conclude discussing the result and proposing improvement in customer satisfaction management of the hotel.
Factor Affecting Customer Satisfaction Towards Service Quality Of Front Office Staff At The Hotel Putra Regency
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Author : Nurul Alia Hassan
language : en
Publisher:
Release Date : 2018
Factor Affecting Customer Satisfaction Towards Service Quality Of Front Office Staff At The Hotel Putra Regency written by Nurul Alia Hassan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018 with categories.
The purpose of this study was to define the relationship between relationship between reliability, assurance and empathy towards customer satisfaction of the front office staff at Hotel Putra Regency. This project had two objectives which is to identify the service quality factors toward customer satisfaction of the front office staff at Hotel Putra Regency and to determine relationship between reliability, assurance and empathy towards customer satisfaction of the front office staff at Hotel Putra Regency. SERVQUAL was used to develop a questionnaire which was later distributed to 100 respondents which is customers at Hotel Putra Regency. Descriptive statistics and Regression analysis were used to establish the factors influencing customer satisfaction and bringing out the relationship between service quality and customer satisfaction. After statistical analysis, the result are, assurance and empathy was shown to be the strongest dimension of satisfaction while the reliability was shown to be the weakest dimension of satisfaction. Finally, based on the research finding, this study proposes some recommendation such as research could be broadened to include other hotel in tourist's location.
Customer Perception Of Service Quality In Hotel Industry
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Author : Malini Singh S
language : en
Publisher: Independent Author
Release Date : 2023-04-14
Customer Perception Of Service Quality In Hotel Industry written by Malini Singh S and has been published by Independent Author this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-04-14 with Business & Economics categories.
The study on "Customer perception of Service Quality in Hotel Industry" A case study in Bangalore provides empirical study towards solving the challenge for the hotel management to determine the satisfaction level of their most important service quality dimensions so as to improve on them and ultimately improve on their service quality levels. This will enable the hotel owners to retain existing customers and attract new ones at a lower cost. The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. High customer satisfaction is critically important to the hotel industry; therefore, the importance and performance of Hotel should be examined from guests' perspectives. The quality of product and service in hotel industry is an important factor of successful business. This study examines customers' perception of Hotel product and service. The success of the hotel and lodging industry in a global environment depends on its degree of professionalism. Product quality and service efficiency need to be strengthened if a more professional lodging work force is to emerge. Delivering quality product and service is an essential strategy for success and survival in today's competitive environment. For this study five renowned star hotel of Bangalore have been surveyed and studied and analysis has been done. The research has been done to help hotels to improve their product on the whole so necessary a recommendation has also been given. The concept and the conceptual model of service quality is indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this thesis is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The thesis describes the most common criteria for measuring service quality, namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitative and qualitative application of such models in hotels.
Service Quality Management In Hotel Industry For Customer Satisfaction In Food And Beverages Department
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Author : SACHITA MANOJ KOTHARI (TP022556)
language : en
Publisher:
Release Date : 2014
Service Quality Management In Hotel Industry For Customer Satisfaction In Food And Beverages Department written by SACHITA MANOJ KOTHARI (TP022556) and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with categories.
