Thesis Customer Satisfaction - 2111 Words

CHAPTER II Review of Related Literature This chapter presents the literature related to this study. This will be conducted with the assessment of related literature to show the relevance of the literature to the study. RELATED LITERATURE Customer satisfaction is the most fundamental requirement for being in business. Therefore, every organization should plan the right strategies for dealing with customers, communicating with them, providing pleasant services and retaining them forever with specially chosen customer contact employees, all leading to their delight. Since most of the quality problems arise due to misunderstood requirements, it is essential to take steps to correctly understand, both the stated and implied requirements of†¦show more content†¦Applying to the hospitality industry, there have been numerous studies that examine attributes that travellers may find important regarding customer satisfaction. Atkinson (1988) found out that cleanliness, security, value for money and courtesy of staff determine customer satisfaction. Knutson (1988) revealed that room cleanliness and comfort, convenience of location, prompt service, safety and security, and friendliness of employees are important. Barsky and Labagh (1992) stated that employee attitude, location and rooms are likely to influence travellers satisfaction. A study conducted by Akan (1995) showed that the main determinants of hotel guest satisfaction are the behaviour of employees, cleanliness and timeliness. Choi and Chu (2001) concluded that staff quality, room qualities and value are the top three hotel factors that determine travellers satisfaction. Providing services those customers prefer is a starting point for providing customer satisfaction. A relatively easy way to determine what services customer prefers is simply to ask them. According to Gilbert and Horsnell (1998), and Su (2004), guest comment cards (GCCs) are most commonly used for determining hotel guest satisfaction. GCCs are usually distributed in hotel rooms, at the reception desk or in some other visible place. However, studies reveal that numerous hotel chains use guest satisfaction evaluating methods based on inadequate practices to make important and complexShow MoreRelatedThesis of Customer Satisfaction in Fast Food4413 Words   |  18 PagesBackground Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive market place where businesses compete for customers, customer  satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Customer satisfaction is an ambiguousRead MoreCustomer Satisfaction in the Practices in the Hotels/Inns and Resorts8670 Words   |  35 PagesCUSTOMER SATISFACTION ON THE PRACTICES OF THE HOTELS/INNS AND RESORTS IN THE FIRST DISTRICT OF ILOCOS SUR A Thesis Proposal Presented to The Faculty of Graduate School University of Northern Philippines Vigan City In Partial Fulfillment of the Requirements for the Degree Master of Business Administration By: VIVENCIO C. PERALTA JR. 2011-2012 CHAPTER 1 THE PROBLEM Introduction Throughout historyRead MorePerformance of Staff and Employees in Selected Resorts in Batangas Province14569 Words   |  59 PagesPERFORMANCE OF STAFF AND EMPLOYEES IN SELECTED RESORTS IN BATANGAS PROVINCE A Thesis Presented to the Faculty of College of Accountancy Business Economic and International Hospitality Management Batangas State University Malvar Malvar, Batangas In Partial Fulfillment of the Requirement for the Degree Bachelor of Science in Hotel and Restaurant Management By: Luzaran, Denmark M. Nerbal, Kimberly May A. Ocampo, Michelle C. October, 2010 ABSTRACT Title: PERFORMANCERead MoreLevel of Customer’s Satisfaction Regarding Food and Service Quality Rendered in a Food Court4991 Words   |  20 PagesChapter 1 THE PROBLEM AND ITS SETTING Introduction: Customers are the lifeblood of every organization. As such, customer satisfaction is its primary goal and profit maximization is only secondary. Most companies in every industry aim to deliver great value in their products and services to maintain a competitive position food quality was found to be the most important factor contributing to customers overall satisfaction. (Yen-Soon, Moreo, Yeh, 2004). It is suggested that management shouldRead MoreKfc Service Quality925 Words   |  4 PagesREVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of â€Å"service quality† and â€Å"customer satisfaction† and the Customer satisfaction survey in website: talktokfc.com. We do the literature reviewson some important concepts to make clearer about the service quality and the level of customer satisfaction in KFC chain stores in orderRead MoreAdler, N. (1991). International Dimensions Of Organizational917 Words   |  4 PagesUSA. Aksoy, L. Cooil, B. Groening, C. Keiningham, T. L. Yalà §Ã„ ±n, A. (2008). The long-term stock market valuation of customer satisfaction. Jounal of Marketing, 72 (July), 105-122. Anderson, E.W. (1996). Customer satisfaction and price tolerance. Marketing Letters, 7 (3), 19-30. Anderson, E.W. Sullivan, M. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 72 (Spring), 125-143. Anderson, K. McAdam, R. (2004). A critique of benchmarking and performanceRead MorePurchase Intentions And Motives Of A Casino1347 Words   |  6 PagesIntentions and Casino Motivations There is empirical evidence in the research that suggest the purchase intentions and motivations of a casino customer are through customer involvement. Brewer and Petrillose (2012) states, â€Å"By just simply offering the best products, services, or prices alone may not be enough ensure loyalty within a customers.† Customer involvement predicts whether consumers will purchase a good and what good they will decide to purchase (Park, Lee, Han, 2007, p. 126). With theRead MoreSample Research Proposal957 Words   |  4 Pagesabout customers satisfaction to the service of water district. In assessing the customers satisfaction of Otay Water District, Ren Parker Research (2008) conducted a survey that focused on customer service call. The study is somehow related to the present investigation of the researchers which aimed to know the overall satisfaction of the customers not only the customers service but also to other factors. While in the case of Mekelle City, Abebe (2011) also assessed customers satisfaction withinRead MoreCustomer Service Coming Right Up : A Thematic Analysis On Factors That Influence Customer Satisfaction1533 Words   |  7 Pages Great Customer Service Coming Right Up: a Thematic Analysis on Factors that Influence Customer Satisfaction By Ricky Poche’ Jr. â€Æ' ABSTRACT The abstract should be double spaced and indented. It should contain a summary of what you did and what you found. It is double spaced. APA manuals will show Keywords: listed after the abstract. We’re not doing that for the 498 thesis. Notice also that the word Abstract above has been bolded and is all caps. â€Æ' INTRODUCTION Going out to eatRead MoreWarby Parker1381 Words   |  6 Pagesreceived when shopping at a brick and mortar shop, Warby Parker revolutionized the way consumers purchased eyewear. To purchase eyewear online, Warby Parker spent thousands of hours in research developing what they thought would appeal to customers. Customers wanted a more affordable way to purchase their eyewear but also wanted to look fashionable all while paying minimal prices. They traditional pair of prescription glasses could cost upwards of $500. This was appalling to Neil Blumenthal, Andrew