customer satisfaction in hotels in CT
CUSTOMER SATISFACTION IN HOTELS IN
CAPE TOWN
MBUNGWANA CHRISTINE LUNGISWA
2009
CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN
by
MBUNGWANA CHRISTINE LUNGISWA
Dissertation submitted in fulfilment of the requirements for the degree Master of Technology: Quality
in the Faculty of Engineering
at the Cape Peninsula University of Technology
Supervisor: A Bester
Co-supervisor: Prof. Dr. J A Watkins D. Phil., D. Com., Ph. D.
Bellville
November 2009
ii
DECLARATION
I, Christine Mbungwana, hereby declare that the contents of this dissertation represent my own unaided work, and that the dissertation has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the Cape Peninsula
University of Technology.
Signed
Date
i
ACKNOWLEDGEMENTS
I would like to express my sincere gratitude and appreciation to the following: JEHOVAH my Creator for making the impossible, possible.
My one and only Mbungwana‟s family for their motivation and support.
My husband to be, Sbusiso Paul Ndlovu for his unconditional love and support. My gifted co-supervisor Prof. Dr. J.A. Watkins, for his guidance and support.
My wonderful supervisor Mr. A. Bester
My academic mentors Mr. Pat McLaren and Dr. Oswald Franks, for their motivation. All the case study hotels that I conducted my research from and a special
Thank you to Cape Grace Hotel and Peninsula Hotel in Cape Town for allowing me to meet, interview and talk to their guests and employees.
ii
ABSTRACT
Customer satisfaction is one of the most important strategic mechanisms of best practice hotel organisations. 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
CAPE TOWN
MBUNGWANA CHRISTINE LUNGISWA
2009
CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN
by
MBUNGWANA CHRISTINE LUNGISWA
Dissertation submitted in fulfilment of the requirements for the degree Master of Technology: Quality
in the Faculty of Engineering
at the Cape Peninsula University of Technology
Supervisor: A Bester
Co-supervisor: Prof. Dr. J A Watkins D. Phil., D. Com., Ph. D.
Bellville
November 2009
ii
DECLARATION
I, Christine Mbungwana, hereby declare that the contents of this dissertation represent my own unaided work, and that the dissertation has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the Cape Peninsula
University of Technology.
Signed
Date
i
ACKNOWLEDGEMENTS
I would like to express my sincere gratitude and appreciation to the following: JEHOVAH my Creator for making the impossible, possible.
My one and only Mbungwana‟s family for their motivation and support.
My husband to be, Sbusiso Paul Ndlovu for his unconditional love and support. My gifted co-supervisor Prof. Dr. J.A. Watkins, for his guidance and support.
My wonderful supervisor Mr. A. Bester
My academic mentors Mr. Pat McLaren and Dr. Oswald Franks, for their motivation. All the case study hotels that I conducted my research from and a special
Thank you to Cape Grace Hotel and Peninsula Hotel in Cape Town for allowing me to meet, interview and talk to their guests and employees.
ii
ABSTRACT
Customer satisfaction is one of the most important strategic mechanisms of best practice hotel organisations. 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
Bibliography: Albrecht, K. 1990. Service Within, Dow-Jones- Irwin, Homewood, IL. Anjard, R. P. 1998. Total Quality Management: key concept, Work Study, 14(7):238-247. Assael, H. 1987. Consumer Behavior and Marketing Action, 3rd ed., PWS-Kent, Boston. Atkinson, H. & Brown, B. 2001. “Rethinking performance measures”: assessing progress in Korean hotels”, International Journal of Contemporary Hospitality Babbie, E. 2005. The basis of social research. Belmont: Thompson. Bateson, J.E.G. 1995. Managing Services Marketing: Text and Reading. Fort Worth, TX: The Dryden Press: 5-9. Berkman, H.W. & Gilson, C. 1986. Consumer Behavior: Concepts and Strategies, 3rd ed., Kent, Boston. Bhote, K.R. 1991. “Next operation as a customer”, Executive Excellence: Hospitality Research Journal, 14(7): 11-15. Bitner, M.J. 1990. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses Bitner, M.J. Booms, B.H. & Mohr, L.A. 1994. Critical Service Encounters: The Employee Viewpoint Bojanic, D.C. & Rosen, L.D. 1994. “Measuring service quality in restaurants: An application of SERVQUAL instrument”, Hospitality Research Journal, 14(1): 314. Bolton, R.N. & Drew, J.H. 1991. A Multistage Model of Customers‟ Assessments of Service Quality and Value Boulding, W. Kalra, A. Staeling, R. & Zeithaml, V.A. 1993. A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions Bowen, D. Schneider, B. & Kim, S. 2000. Shaping service cultures through strategic human resource management Bowen, J.T. & Shoemaker S. 1998. Loyalty: A strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 14(39): 12 –25. Breiter, D. Tyink, S.A. & Corey-Tuckwell, S. 1995. Bergstrom Hotels: a case study in quality, International Journal of Contemporary Hospitality Management, Butcher, K. 2005. Differential Impact of Social Influence in the Hospitality Encounter Checkland, P. 1989. Systems Thinking, Systems Practice. John Wiley & Sons. Churchill, G.A & Surprenant, C. 1982. An investigation into the Determinants of Consumer Satisfaction Cline, R.S. 1999. Hospitality technology: Building customer relationships. Cooper, D.R. & Schindler, P.S. 2006. Business research methods. Boston: Mcgraw-Hill. Cronin, J.J. Brady, M.K. & Hult, G. 2000. Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intensions in Service Czepiel, J.A. Solomon, M.R. Suprenant, C.F. & Gutman, E.G. 1985. “Service encounters: an overview”, in The Service Encounter: Managing Employee Davis, B. & Stone, S. 1985. Food and Beverage Management, 2 Ed. Butterworth Heinemann, Oxford. Day, G.S. 1994. “The capabilities of market-driven organisations”, Journal of Marketing, 14(58): 37-52. Deshpande, R. Farley, J.U. & Webster, F. 1993. “Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis”, Journal of De Vos, A.S. 2002. Scientific theory and professional research. in de Vos, A.S. DeWitt, T. & Brady, M.K. 2003. “Rethinking Service Recovery Strategies”, Journal of Service Research, 14(2): 193-207.