Hospitality Case Study: Customer Care and Satisfaction in Sheraton Hotels
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CUSTOMER CARE AND CUSTOMER SATISFACTION IN HOTELS
A CASE STUDY OF SHERATON HOTEL
BY
NATUHWERA CHRISTINE
07/U/13737/EXT
SUPERVISOR: MR. TIBAINGANA ANTHONY
A RESEARCH REPORT SUBMITTED TO MAKERERE UNIVERSITY IN PARTIAL
FULFILLMENT OF THE REQUIREMENT OF THE AWARD OF
A DEGREE OF BACHELOR OF COMMERCE
JULY 2011
DECLARATION
I, Natuhwera Christine hereby declare that customer care and customer satisfaction in hotels is entirely my own original work and has never been presented for any award of degree in any other institution of learning.
Signature……………………….
Date………………………
NATUHWERA CHRISTINE
ii
APPROVAL
This research report has been submitted for examination with my approval as the candidates’
University supervisor
Signed………………………………
Date……………………….
Supervisor: Mr TIBAINGANA ANTHONY.
iii
DEDICATION
I dedicate this report to my beloved parents Mr & Mrs Mugumya Keleth
iv
ACKNOWLEDGEMENT
I thank God the almighty for the strength, knowledge and good health throughout my studies.
I thank my supervisor Mr. Tibaingana Anthony for his inspiring efforts in guiding me through the course of producing this dissertation. I wish to acknowledge his interest, encouragement and task of scrutinizing this report.
I also acknowledge the tireless efforts of my parents Mr and Mrs Mugumya Keleth for laying a foundation in my academic endeavors.
I would also like to acknowledge my sisters Carol, Prisca, Justine, Melody and Brothers Ronnie and Rogers who have provided me with all the support that I needed to excel in my academics.
Thank you so much for your love, care and encouragement.
I wish to thank all of my friends for they have been there for me in all circumstances and I also wish to acknowledge my course mates for all the discussions, and every moment we shared together, I will forever be grateful to you all.
v
TABLE OF CONTENTS
DECLARATIONii
APPROVAL………
CUSTOMER CARE AND CUSTOMER SATISFACTION IN HOTELS
A CASE STUDY OF SHERATON HOTEL
BY
NATUHWERA CHRISTINE
07/U/13737/EXT
SUPERVISOR: MR. TIBAINGANA ANTHONY
A RESEARCH REPORT SUBMITTED TO MAKERERE UNIVERSITY IN PARTIAL
FULFILLMENT OF THE REQUIREMENT OF THE AWARD OF
A DEGREE OF BACHELOR OF COMMERCE
JULY 2011
DECLARATION
I, Natuhwera Christine hereby declare that customer care and customer satisfaction in hotels is entirely my own original work and has never been presented for any award of degree in any other institution of learning.
Signature……………………….
Date………………………
NATUHWERA CHRISTINE
ii
APPROVAL
This research report has been submitted for examination with my approval as the candidates’
University supervisor
Signed………………………………
Date……………………….
Supervisor: Mr TIBAINGANA ANTHONY.
iii
DEDICATION
I dedicate this report to my beloved parents Mr & Mrs Mugumya Keleth
iv
ACKNOWLEDGEMENT
I thank God the almighty for the strength, knowledge and good health throughout my studies.
I thank my supervisor Mr. Tibaingana Anthony for his inspiring efforts in guiding me through the course of producing this dissertation. I wish to acknowledge his interest, encouragement and task of scrutinizing this report.
I also acknowledge the tireless efforts of my parents Mr and Mrs Mugumya Keleth for laying a foundation in my academic endeavors.
I would also like to acknowledge my sisters Carol, Prisca, Justine, Melody and Brothers Ronnie and Rogers who have provided me with all the support that I needed to excel in my academics.
Thank you so much for your love, care and encouragement.
I wish to thank all of my friends for they have been there for me in all circumstances and I also wish to acknowledge my course mates for all the discussions, and every moment we shared together, I will forever be grateful to you all.
v
TABLE OF CONTENTS
DECLARATIONii
APPROVAL………
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