REVIEW OF LITERATURE This chapter attempts to review different literatures on customer satisfaction with reference to hotel industry and presents various studies made regarding the issues related with hotel industry and customer satisfaction. Customer – Definitions Paul S. Goldner (2006) 1 defines‚ “…a customer is any organization or individual with which you have done business over the past twelve months”. Grigoroudis‚ E and Siskos‚ Y (2009) 2 provide definition for ‘customer’ upon two approaches:
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versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurements of service quality. Journal of Marketing 58:125-131. Lai F‚ Griffin M‚ and Babin B (2009) How Quality‚ Value‚ Image‚ and Satisfaction Create Loyalty at a Chinese Telecom. Journal of Business Research‚ Vol 62‚ pp. 980-986. Nunnally Jr JC‚ Bernstein IH (1994) Psychometric theory‚ 3/e‚ New York: McGraw-Hill Book Company. Zhao X‚ Bai CH‚ Hui YV (2002) An empirical assessment and application of SERVQUAL in a Mainland
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cost to the customer. In this scenario‚ the present study was conducted to evaluate the service quality of select leading commercial banks by identifying the major factors responsible for customer satisfaction. To support the objective of the study‚ SERVQUAL technique‚ based on the model
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[On-line]. Available from URL: http://www.norabeachresort.com/‚ [accessed 21 March 2011]. Oliver‚ R. L. (1996). Satisfaction: A Behavioral Perspective on The Consumer. New York: McGraw-Hill. Parasuraman‚ A.‚ Zeithaml‚ V. A.‚ & Berry‚ L. L. (1988). SERVQUAL: Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality Rust‚ T.‚ Zahorik‚ A. J.‚ & Keiningham‚ T. L. (1995). Return on Qualty (ROQ): Making ServiceQuality Financialy Accountable. Journal of Marketing‚ 59(2)‚ 58-70. Saunders‚M
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DV 1. Customer satisfaction 1. Customer satisfaction is a key factor in formation of customer’s desires for future purchase (Mittal & Kamakura‚ 2001). 2. Furthermore‚ the satisfied customers will probably talk to others about their good experiences. This fact‚ especially in the Middle Eastern cultures‚ where the social life has been shaped in a way that social communication with other people enhances the society‚ is more important (Jamal & Naser‚ 2002). 3. Customer satisfaction leads to repeat
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THE BANKING PRACTICES AND GENERAL BANKING FUNCTIONS UNDER AL-ARAFAH ISLAMI BANK LTD BANGLADESH by Samiul Haque ID: 0930163 An Internship Report Presented in Partial Fulfillment of the Requirements for the Degree Bachelor of Business Administration INDEPENDENT UNIVERSITY‚ BANGLADESH November 2012 2 The Banking practices and General Banking Functions under Al-Arafah Islami Bank Ltd THE BANKING PRACTICES AND GENERAL BANKING UNDER ALARAFAH ISLAMI BANK LTD BANGLADESH by Samiul Haque ID: 0930163
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The University of Bradford A Study of Service Quality of the Singapore Book Industry Being a Final Year Project Paper submitted in partial fulfillment of the requirements for the degree of Bachelor of Science (Honours) in Business and Management Studies (Marketing) In the University of Bradford By By Tan Kian Meng S7723953G CLASS: BScMM II 99/7 24 FEBRUARY 2001 ACKNOWLEDGEMENTS First‚ I would like to thank my supervisor‚ Mr Justin Kung who gave me his valuable advice throughout
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The Cyprus Journal of Sciences The Journal of Americanos College Editor Charalambos Louca Americanos College Joseph S. Joseph‚ University of Cyprus‚ Cyprus Kalliope Agapiou-Josephides‚ University of Cyprus‚ Cyprus Krassimira Ilieva‚ Bulgarian Academy of Sciences‚ Sofia‚ Bulgaria Leonidas A. Phylactou‚ Cyprus Institute of Neurology & Genetics‚ Cyprus Marianna Sigala‚ University of the Aegean‚ Greece Mary Koutselini-Ioannidou‚ University of Cyprus‚ Cyprus Mary Vaxevanidou‚ Patras Greek Open University
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Marketing Analysis MKT/498 January 23‚ 2012 Delynn ByarsMarketing Analysis Creating a company image‚ brand‚ or new product in a given market can be difficult‚ and getting a target market to notice can be even harder. Whether marketing a service‚ a company or a person‚ positioning is crucial to the success of any product. Positioning of that product or service is about how to get into the mind of the potential customer. When positioning a product a company wants the customer to recognize the product
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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
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