Erscheinungsdatum: 11.05.2016, Medium: Taschenbuch, Einband: Kartoniert / Broschiert, Titel: A quantitative analysis of student satisfaction and loyalty in the Norwegian School of Hotel Management (NHS), University of Stavanger, Norway, Auflage: 1. Auflage von 2016 // 1. Auflage, Autor: Alam, Jobaire, Verlag: GRIN Publishing, Sprache: Englisch, Rubrik: Volkswirtschaft, Seiten: 36, Gewicht: 70 gr, Verkäufer: averdo
Erscheinungsdatum: 11/2010, Medium: Taschenbuch, Einband: Kartoniert / Broschiert, Titel: Employees' Nonverbal Communication Cues and Satisfaction, Titelzusatz: Among Hotel Customers, Autor: Ali, Anees Janee // Sabir Ahmad, Sarah, Verlag: LAP Lambert Acad. Publ., Sprache: Englisch, Rubrik: Wirtschaft // Management, Seiten: 92, Informationen: Paperback, Gewicht: 153 gr, Verkäufer: averdo
A quantitative analysis of student satisfaction and loyalty in the Norwegian School of Hotel Management (NHS) University of Stavanger Norway ab 14.99 € als pdf eBook: . Aus dem Bereich: eBooks, Wirtschaft,
A quantitative analysis of student satisfaction and loyalty in the Norwegian School of Hotel Management (NHS) University of Stavanger Norway ab 14.99 EURO
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 paper-based guest questionnaire, also commonly known as "comment card", is an old hotel tradition that is the mainstay of guest feedback elicitation. Primarily used to measure satisfaction, the questionnaire is a faulty survey instrument that can yield inaccurate and unreliable data. The trend for e-questionnaires adoption necessitates re- evaluation of the role of the paper questionnaire in contemporary hotel management. Using a service innovation approach, questionnaire functionality is explored in a way not previously considered in the hospitality management literature, namely as a vehicle and catalyst for enhanced customer satisfaction via remote service encounters. The questionnaire is appraised in terms of the antecedents and consequences of its usage. This innovative research on the main hotel business stakeholders in Asia Pacific uses both qualitative and quantitative methods such as content analysis, focus groups and in-depth interviews. This book has practical applicability and implication for customer communication in the hotel industry and the wider services industry, and extends the discourse on service encounters.
Customer-centered philosophies are a prioritization in many contemporary business practices and strategies. Managers have realized its importance to achieve customer satisfaction and higher perceived service quality. The concept of understanding the customer through complaints essentially is, a great feedback management tool. Thus, the aim of this research paper is to understand what makes customers write a complaint in online forums such as TripAdvisor, and how managers respond to this accordingly. This research paper takes a qualitative approach, applying content analysis to negative hotel reviews, along with a manager's response retrieved from TripAdvisor.com. The outcome provides a guidance tool to management, as to what service element to improve and how to respond to a customer complaint sufficiently.
This is a Service Ecominic moment. Quality of service frequent influences a performace of a hotel and we do belive that the service occupise a significant role in hotel's management.Thus it is worth to research.This study seeks to evaluate the service quality of hotels in the Yunnan province of China and to explore the effects of changes in service quality on customer satisfaction, customer loyalty, and brand image. This study uses both quantitative and qualitative methodologies. A total of 412 questionnaires were returned by study participants and Structural Equation Modelling techniques were used to analyze the data received. Qualitative data collection primarily consisted of in-depth, face-to-face interviews. This study yielded the following results: First, service quality has a positive effect on customer satisfaction, customer loyalty and brand image. Second, customer satisfaction has positive effects on customer loyalty and brand image. Third, customer loyalty has a positive effect on brand image. Finally, by researching the service quality in Yunnan s hotels, this study has provided a reference for hotel service quality management in Yunnan province.
This study assessed the guest satisfaction of hotel services in the Sunyani Municipality. The SERVQUAL Instrument was adopted and administered to one hundred (100) respondents. Stratified random sampling was used in selecting the sample. The data gathered were analysed using SPSS version 16 and employed analysis of variance (ANOVA) and factor analysis to analyze the data. The study among other things suggested that there exist a gap between Tangibles, and the other dimensions, notably, Reliability, Responsiveness, Assurance and Empathy from the guests perceptions.It was recommended that management of hotels must offer regular in-service training to staff on empathetic dimensions as guest derived their satisfaction from this factor. Also, there should be extra effort to improve on performance at the other dimensions because guest always compare services to experiences received else where.