Nps Net Promoter Score
NPS
Net Promoter Score
______________________________________________
Research assignment for Hotel unknown: Study to the Net Promoter Score, and the application process within the company
______________________________________________
Thesis
19 July 2010
______________________________________________
Presented for the Rotterdam Business School,
A faculty of Hogeschool Rotterdam
PREFACE
This report is a graduation assignment written and composed in assignment of Hotel unknown and the Rotterdam Business School, faculty of the Hogeschool Rotterdam.
I would like to thank Pieter Bas van de Burg and Mirjam Veenstra for giving me the opportunity to conduct my graduation research at your organization. Also Kristian Nielsen for his guidance and supervision throughout the whole research process and Eric Waterman for providing me with the literature that enabled me to create a design for the research.
Melano Winter
EXECUTIVE SUMMARY
TABLE OF CONTENT
Chapter 1 INTRODUCTION
1.1 Introduction case company 6
1.2 Case study 7
1.3 Problem definition 8
1.4 Thesis objectives 8
1.5 Research questions 8
1.6 Chapter’s summary 9
Chapter 2 LITERATURE REVIEW
2.1 The SERVQUAL-model 10
2.2 The Net Promoter Score 12
2.3 Cronbach’s α 13
2.4 Student’s T-test 14
2.5 Regression analysis 15
Chapter 3 RESEARCH METHODOLOGY
3.1 Introduction 16
3.2 Research design 16
3.3 Data collection and research questions 16
3.4 Measures taken for creditable results 17
3.5 Table of research steps 18
3.6 Chapter’s summary 18
Chapter 4 RESEARCH RESULTS: EXPLORATORY STUDY
4.1 Introduction 19
4.2 RQ1: How is Hotel unknown service quality framework defined? 19
4.2.1 GAP-analysis 20
4.2.2 RATER-analysis 21
4.2.3 Conclusive summary 22
Net Promoter Score
______________________________________________
Research assignment for Hotel unknown: Study to the Net Promoter Score, and the application process within the company
______________________________________________
Thesis
19 July 2010
______________________________________________
Presented for the Rotterdam Business School,
A faculty of Hogeschool Rotterdam
PREFACE
This report is a graduation assignment written and composed in assignment of Hotel unknown and the Rotterdam Business School, faculty of the Hogeschool Rotterdam.
I would like to thank Pieter Bas van de Burg and Mirjam Veenstra for giving me the opportunity to conduct my graduation research at your organization. Also Kristian Nielsen for his guidance and supervision throughout the whole research process and Eric Waterman for providing me with the literature that enabled me to create a design for the research.
Melano Winter
EXECUTIVE SUMMARY
TABLE OF CONTENT
Chapter 1 INTRODUCTION
1.1 Introduction case company 6
1.2 Case study 7
1.3 Problem definition 8
1.4 Thesis objectives 8
1.5 Research questions 8
1.6 Chapter’s summary 9
Chapter 2 LITERATURE REVIEW
2.1 The SERVQUAL-model 10
2.2 The Net Promoter Score 12
2.3 Cronbach’s α 13
2.4 Student’s T-test 14
2.5 Regression analysis 15
Chapter 3 RESEARCH METHODOLOGY
3.1 Introduction 16
3.2 Research design 16
3.3 Data collection and research questions 16
3.4 Measures taken for creditable results 17
3.5 Table of research steps 18
3.6 Chapter’s summary 18
Chapter 4 RESEARCH RESULTS: EXPLORATORY STUDY
4.1 Introduction 19
4.2 RQ1: How is Hotel unknown service quality framework defined? 19
4.2.1 GAP-analysis 20
4.2.2 RATER-analysis 21
4.2.3 Conclusive summary 22
Bibliography: Buijs, Prof. Dr. A. (2003) Statistiek om mee te werken (7th edn) Wolters-Noordhoff bv Groningen/Houten, The Netherlands Reichheld, F Saunders et al. (2007) Research Methods for Business Students (4th edn), Pearson Education Limited, Essex Smits, J Hotel unknown (December 2008) Door de Ogen van de Gast: Strategisch Plan 2009-2011, Amsterdam Satmetrix Net Promoter ( Benchmarks [online] (cited 13 April 2010) Available from Hotel unknown [online] (cited Feb-June 2010) Available from McGregor, J "Would you recommend us?" [Online] (Cited 2 June 2010) Available from Locatie: Hotel unknown Vught, Herenweg 118, 2924 VB Vught Hostel manager: Sander van Albrandswaard