Factor Affecting Customer Satisfaction Towards Service Quality Of Front Office Staff At The Hotel Putra Regency
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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.
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.
Factors Influence Customer Satisfaction Towards Occupancy Rate
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Author : Angelina The
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2015-08-11
Factors Influence Customer Satisfaction Towards Occupancy Rate written by Angelina The 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 2015-08-11 with categories.
This research focused on factors that impact customer satisfaction in relation with occupancy rate. It examined the three possible factors affect customer satisfaction that is service quality, price fairness and atmosphere. This study is important for hospitality establishments as it provides an overall idea of the importance of customer satisfaction towards occupancy rate because some establishments have not yet discovered their competitive advantages over other establishments in the same standard quality. The results that are aimed by the researcher was gained by distributing questionnaires only focusing to respondents that have stayed in Sunway Resort Hotel & Spa, because the researcher have chosen this particular hotel to be studied in this research. This work has contributed to new knowledge in hospitality industry, especially in customer satisfaction study, as it proved by the results that there is relationship between the factors of customer satisfaction and occupancy rate.
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 Effect Of Front Desk Employees Characteriestics On The First Impression Of Customers And Customers Satisfaction
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Author : Yuchao Shao
language : en
Publisher:
Release Date : 2017
The Effect Of Front Desk Employees Characteriestics On The First Impression Of Customers And Customers Satisfaction written by Yuchao Shao and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with categories.
Front desk employees are the face as well as one of the most important departments of a hotel, and their performance is central to customers' first impressions of the hotel. Moreover, customers' first impressions will influence their satisfaction with the check-in experience and, furthermore, with the entire stay at the hotel. Therefore, this study aimed to identify the service providers' characteristics that affect customers' first impressions. Further, this study examines how front desk employees' first impressions influence customer satisfaction with the check-in experience. This study used a survey that included general demographic characteristics, after which factor analysis and linear regression were conducted for the analysis. The results of this study show that competence has a significant effect on negative first impression, that friendliness [and] service attitude has a significant effect on positive first impression, and that both positive and negative first impression have a significant effect on customer satisfaction with the check-in experience. The findings from this study are expected to contribute to the development of management training for new hotel employees in the future.
Front Office Operation A Practical Approach
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Author : Dr Sanjeev Kumar Saxena
language : en
Publisher:
Release Date : 2020-06-04
Front Office Operation A Practical Approach written by Dr Sanjeev Kumar Saxena and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-06-04 with categories.
The Front Office or the Reception is the show window of the hotel and is the department responsible for the sale of hotel rooms through systematic reservations of hotel rooms, followed by registration and assigning the rooms to the guest. The front office could be called the control centre of the rooms division, providing 24-hour attention towards the handling and service of all guest requirements and needs.The Front Office employees play a vital role in the creation of a positive first and final impression, and the establishment of an on-going rapport with guests. In addition, the front office employees are influential in shaping the city's perception and judgement of the hotel through contact with restaurant patrons and visitors to the hotel. As the front office is the front of the organization, its personnel and staff is under constant observation by guests and visitors. It ensures that the guest arriving at the hotel are received, luggage handled and the formalities of check-in completed.A warm welcome, a smile, courtesy and genuine politeness contributes to a guest's satisfaction. As the front office is the first department that meets the guest, the first impression it creates is a lasting one and is the most crucial.All services and facilities available in the rooms as well as in the hotel are explained to the guests by the front office. The front office is also responsible for communication and for maintaining records of the guests who have stayed in the hotel and also develop a strong and positive working relationship with all other departments to develop an empathy with the problems that they may be encountering. The department is headed by a Front Office Manager/Room Division Manager.
Front Office Management
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Author : Akhilesh Shukla Lucky
language : en
Publisher: Independently Published
Release Date : 2024-03-09
Front Office Management written by Akhilesh Shukla Lucky and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-03-09 with Business & Economics categories.
Chapter List: 1. Understanding the Front Office Department 2. Roles and Responsibilities of Front Office Staff 3. Importance of Communication in Front Office Operations 4. Reservation Systems and Procedures 5. Check-in and Check-out Procedures 6. Handling Guest Concerns and Complaints 7. Revenue Management in the Front Office 8. Front Office Technology and Software 9. Security Measures in Front Office Operations 10. Training and Development for Front Office Staff 11. Front Office Accounting Procedures 12. Front Office Staff Diversity and Inclusion 13. Crisis Management in Front Office Operations 14. Managing Housekeeping Coordination with Front Office 15. The Synergy Between Front Office and Food & Beverage Service 16. The Dynamic Relationship Between Front Office and F&B Production 17. Guest Experience Enhancement Strategies 18. Future Trends in Front Office Management 19. Marketing and Sales Strategies for Front Office 20. Adapting to Post-Pandemic Hospitality 21: Embracing Diversity, Equity, and Inclusion in Front Office Management 22: Leveraging Technology for Enhanced Guest Engagement 23: Sustainable Practices in Front Office Operations 24: Crisis Management and Preparedness 25: Innovation in Front Office Technology 26: Cybersecurity in Front Office Operations 27: Customer Relationship Management (CRM) in Front Office Operations 28: Staff Training and Development 29: Crisis Communication Management 30: Sustainable Procurement Practices 31: Continuous Improvement and Quality Assurance 32: Sustainable Tourism Practices 33: Innovation in Guest Experience Design 34: Various forms and formats Book Introduction Welcome to the comprehensive guide on Front Office Management in the Hotel Industry. This book delves deep into the intricacies of managing the front office department, which serves as the face of any hotel establishment. The front office department plays a pivotal role in the success of any hotel operation. It is responsible for guest interactions, reservations, check-ins, and check-outs, among other essential functions. Effective management of the front office is crucial for ensuring guest satisfaction, maximizing revenue, and maintaining operational efficiency. Throughout this book, we will explore the various facets of front office management, starting with an understanding of the department's structure and functions. We will delve into the roles and responsibilities of front office staff, emphasizing the importance of excellent communication skills in delivering exceptional guest service. Additionally, this book will discuss reservation systems, check-in and check-out procedures, and strategies for handling guest concerns and complaints effectively. We will also explore revenue management techniques tailored specifically to the front office department, along with the latest technology and software solutions available to streamline operations. Security measures, training and development programs, and front office accounting procedures will also be covered extensively. Furthermore, we will examine the coordination between front office and housekeeping departments, as well as marketing and sales strategies aimed at maximizing occupancy and revenue. Quality assurance initiatives and guest satisfaction surveys will be highlighted to underscore the importance of maintaining high standards of service excellence. Finally, we will discuss emerging trends in front office management and how hoteliers can adapt to meet the evolving needs of the industry. Whether you are a seasoned hotelier looking to enhance your front office operations or a newcomer seeking to gain insights into this critical aspect of hotel management, this book is your ultimate guide to mastering front office management in the hotel industry.
The Elements Of Causal Factors Affecting Customer S Satisfaction At Hotels And Resorts
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Author : Kristiya Moonsri
language : en
Publisher:
Release Date : 2019
The Elements Of Causal Factors Affecting Customer S Satisfaction At Hotels And Resorts written by Kristiya Moonsri and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019 with categories.
The purposes of this research were: 1) to examine the levels of the customers' service satisfaction of hotel and resort personnel; 2) to analyze the elements of service and professional skills of the hotel and resort personnel that affect customers' Satisfaction; 3) to find out the relationship between service and professional skills of hotel and resort personnel that affect customers' satisfaction. The samples used in this study were 400 customers who stayed at the hotels and resorts in Khaokho district of Phetchabun province. The tool employed to collect the data was a five-rating-scale questionnaire. The statistics used to analyze the data featured percentage, mean, standard deviation, pearson correlation coefficient, and exploratory factor analysis (EFA). The result showed that the levels of the customers' service satisfaction of hotel and resort personnel is ranked as highest ( x = 4.51), the aspect that contains the highest mean lies with the issue of service ( x = 4.60), whereas the lowest mean concerns the aspect of professional skills ( x =4.43). The service has the relationships between fifteen variables with the standardized factor loadings of 0.584 to 0.871. The professional skills has the relationships between seven variables with the standardized factor loadings of 0.609 to 0.893. The Eigen value is 4.566 and the cumulative % of variance = 65.223. The results show a positive correlation between service and professional skills as .669, with a statistic significance value of 0.01.
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.
Exploring The Relationship Between Service Quality And Customer Satisfaction In Croatian Hotel Industry
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Author : Sanja Raspor Jankovic
language : en
Publisher:
Release Date : 2013
Exploring The Relationship Between Service Quality And Customer Satisfaction In Croatian Hotel Industry written by Sanja Raspor Jankovic and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with categories.
Purpose - The purpose of the present study was to examine the relationship between service quality and customer satisfaction. The main objective was to discuss the impact of perceived service quality dimensions on customer satisfaction in the hotel industry in Croatia. Methodology - The data were collected us in self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVQUAL model. Second, customer satisfaction was operationalized with one variable, representing overall satisfaction measure. Third, demographic variables were included. Questionnaires were distributed to domestic and international hotel guests in the Opatija Riviera (Croatia). Descriptive analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed to analyze the data. Findings - Factor analysis identified four dimensions of perceived service quality, namely reliability, empathy and competence of staff, accessibility and tangibles. Multiple regression analysis showed that reliability, accessibility and tangibles had a significant and positive effect on overall customer satisfaction. On the other hand, empathy and competence of staff positively influenced hotel guests' satisfaction, but this impact was not statistically significant when other dimensions were involved. These results indicate that hotel service quality is indeed a significant predictor of customer satisfaction. Thus, improving hotel service quality, results with higher satisfaction levels of hotel guests. Value/Originality - The present study focuses on determining relative importance of perceived hotel service quality dimensions in relation to customer satisfaction, reporting the findings from Croatia. Therefore, it contributes to the existing literature on service quality and customer satisfaction relationship in hotel industry.
