customer’s satisfaction has been the main concern for every hotel and resort. Customers are now more valued and every effort is being made to keep them loyal to the hotel and make them permanent visitors. The hotel industry believes that higher level of customer satisfaction may result in higher levels of repurchase. Repeat purchasing is essential to a continued stream of profitability through achieving higher levels of customer satisfaction (Oliver‚ 1997). The customers’ satisfaction can be defined
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COMPARATIVE OF CONSUMER SATISFACTION BETWEEN AIRTEL 1 AND VODAFONE CONSUMER A consumer is an individual who purchase or has the capacity to purchase goods and services offered for sale by marketing institutions in order to satisfy personal or household needs‚ wants or desires. According to a statement made by Mahatma Gandhi‚ ‘consumer refers to the following‚ “A consumer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an outsider
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Background Customer satisfaction‚ a business term‚ is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive market place where businesses compete for customers‚ customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Customer satisfaction is an ambiguous
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INTRODUCTION TO THE STUDY Customer satisfaction is defined as the measurement of how a company’s products or services meet or surpass its customer’s expectations. It is also a measure of how the customer perceives the way the company’s representatives dealt with his or her needs. Customer satisfaction plays an important role in determining the likelihood of an organization’s success and profitability over the long term. It is an important way of business to develop customer loyalty that in turn builds
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The Relationship between Customer Loyalty and Satisfaction Introduction In the past decades‚ there was a controversial issue about the relationship between customer loyalty and satisfaction. Actually‚ it is still a heated debate nowadays. Some people said that customer satisfaction bring customer loyalty‚ while some people believed that customer loyalty affect customer satisfaction. Interestingly‚ very few executives and managers understand the critical difference. The purpose of this paper is
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relax for the same time. Measuring and managing customer satisfaction is important for the survival‚ development and success of the tourism business (Sirakay‚ 2003). Customer’s satisfaction is the main concern for every resort and hotel in order to keep the customers loyal to the resort and make them permanent visitors. It is believed that higher level of customer satisfaction may result in higher levels of repurchase. When measuring customer satisfaction‚ the basic premise is that consumers reflect
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applications. The products have proven to be very popular with small businesses. The new Marketing Director‚ Rob‚ recently discovered customer satisfaction had diminished significantly. She discovered that her predecessor had focused entirely on short term profits and sales volume‚ unfortunately ignoring customer queries and their problems. To boost sales and improve customer loyalty‚ Rob is going to recruit and train a new sales force. EOC 1 Establishing a team performance plan Question 1 Suggest ways
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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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CHAPTER 2 – LITERATURE REVIEW In pursuing this research‚ there are several studies that have made significant contribution in designing the research. The following literature reviews attempt to demonstrate and support the hypothesis. In a research article by Rhodri Thomas and Vicky Harris (2000)‚ titled ‘Teaching quality and staff researches are there connections’. It is a descriptive analysis where the author asses the idea where much energy and finance has been expended by successive governments
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Organizational effectiveness 3B Job design assignment 14 October 2013 Management services Table of content Scope……………………………………………………………………3 Literature review………………………………………………….4 Introduction………………………………………………………….5 Challenges faced by managers……………………………...6 Job design overview………………………………………………7 Factors that contribute to job design……………………..8 Types of job design……………………………………………….10 Recommendaions…………………………………………………. Conclusion……………………………………………………………11 References…………………………………………………………
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