CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija‚ Croatia e-mail: Ivanka.Avelini.Holjevac@fthm.hr Suzana Marković University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija‚ Croatia e-mail: Suzana.Markovic@fthm.hr and Sanja Raspor University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija‚ Croatia e-mail: sraspor@veleri
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Abstract The aim of this paper is to assess the impact of effective leadership on customer service. Much research has been completed in the areas of effective leadership‚ effective management and effective customer service‚ individually. However‚ research in the assessment of how effective leadership influences customer satisfaction is difficult to locate. This should be an area well researched as customer satisfaction can be an area of great competitive advantage within most industries. It has been
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Trading is done in three ways 1. Cash trading 2. Spot trading 3. Derivative trading The NSE trading system called National Exchange for Automated trading (NEAT) is a fully automated screen base trading. It is online and nationwide trading system. It adopts the principle of an order driven market. In this system a member can punch into the computer quantities of securities and prices at which he likes to transact. The transactions are executed as soon as it finds a matching sale or buy order
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Literature Review on Marketing This part of the thesis deals with the research and critical comments on various literatures related with the marketing activities that can be implemented by a firm to improve their business performance. Marketing Strategy: According to Ferrell and Hartline (2010) Marketing Strategy is both art and science where the firm finds or plans ways to deliver their value by fulfilling the needs & wants of their potential customers. This helps in determining the marketing mix
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Asking each and every customer is advantageous in as much as the company will know everyone’s feelings‚ and disadvantageous because the company will have to collect this information from each customer (National Business Research Institute‚ 2009) Customer satisfaction has been a subject of great interest to organizations and researchers alike. The principal objective of organizations is to maximize profits and to minimize cost. Profit maximization can be achieved through increase in sales with
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1.1Customer Satisfaction What is customer satisfaction? Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customer’s expectations. A customer may be defined as someone who: •Has a direct relationship with‚ or is directly affected by your agency and •Receives or relies on one or more of your agency’s services
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LITERATURE REVIEW BY: Lynelle F. “The earth‚ that’s nature’s mother‚ is her tomb. What is her burying grave is her womb.” Shakespeare‚ W.‚ 1597 According to the World Food Summit in 1996‚ the Food and Agriculture Organization (FAO) of the United Nations states that food security exists when all people at all times have access to sufficient‚ safe‚ nutritious food to maintain a healthy and active life. (FAO‚ 2006) Ensuring food security within a country is vital as it ensures each individual
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BANK CUSTOMER SATISFACTION SURVEY (Domestic Bank Customer Satisfaction) PLEASE DO NOT WRITE YOUR NAME ON THIS QUESTIONNAIRE Bank Negara Malaysia recently announced the introduction of a Customer Satisfaction Index (CSI) as a possible standard of excellence to benchmark organisations within the financial sector. With the merger and consolidation of financial institutions in Malaysia‚ their future success will depend upon customer satisfaction and loyalty. We invite you to participate in our survey
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BISCUIT A biscuit (pron.: /ˈbɪskɨt/) is a baked‚ commonly flour-based food product. The term is applied to two distinctly different products in North America and the Commonwealth Nations and Europe. * In the United States and Canada‚ it is a small‚ soft‚ leavened bread‚ somewhat similar to a scone‚ though generally softer and fluffier. Although yeast may be used as a leavening agent‚ it is often replaced or supplemented with baking powder or baking soda. A Southern regional variation on the
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ASSESSMENT OF THE EFFECTS OF PERFORMANCE MANAGEMENT PRACTICES ON PROVISION OF FINANCIAL SERVICES BY SAVINGS AND CREDIT COOPERATIVE SOCIETIES: A CASE OF GUSII MWALIMU SACCO‚ KISII CENTRAL DISTRICT‚ KENYA A. Onsase1‚ C. Okioga2‚ D. K. Okwena3 and A. N. Ondieki4 1 Bondo University College‚ Bondo‚ Kenya 2 Kisii University College‚ Kisii‚ Kenya 3 Jomo kenyatta University of Agriculture and Technology‚ Nairobi‚ Kenya 4 Gusii Mwalimu SACCO‚ Kisii‚ Kenya Abstract Gusii Mwalimu SACCO Society
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