CHAPTER ONE INTRODUCTION
1.1 BACKGROUND TO THE STUDY
In recent times, 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 as “the fulfillment response” which they feel towards given service. It has been a judgment that a product or service feature, or the product or service itself,
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1.3 SCOPE OF THE STUDY
The study was carried out in Kampala, Uganda, East Africa. The research study covered Martin Motel as a representative of all other hotels in the area.
.Martin Motel is located in Ndeeba a Kampala Suburb just two kilometres from the city Centre and about 25kilometres from the Entebbe International airport. It is located on Kampala Masaka road.
For purposes of this study only visitors to the Motel were considered and the study lasted for one month. A total of 113 respondents were chosen purposively to answer the questionnaires
1.4 STRUCTURE OF THE REPORT
In order to analyse customers’ satisfaction with the service at Martin Motel in Ndeeba, this study will review the current literature in the context of customers’ satisfaction and the services provided by the hotel industry. It will also examine the customers’ satisfaction in relation with the services provided at Martin Motel through the primary data. For this purpose, in the literature review chapter, different theories relating to service, customers’ satisfaction and different categories of hotels will be reviewed. The methodology chapter will present philosophy and methods of research undertaken for this study. It will also describe the sampling, data collection tools and the method for data analysis. The fourth chapter will present the results of the research in relation with demographic analysis of the respondents and their satisfaction level
Nations Hotel Corporation is one of the reputed USA based hotel company, with an international presence in 15 countries worldwide. Hospitality industries are quiet competitive in nature and today’s success rule of hospitality includes knowledge, customer satisfaction and operational efficiency which provides pleasure of stay and departure to their guests. Any addition or subtraction in these components can increase or decrease the rating of any organization. Nations Hotel with 98% brand awareness and 72% as customer satisfaction ratio were still far from the race of preferred choice amongst the customers. Hence there, arose a need to
As hotel brands contend with the challenge of trying to cut costs during economically difficult times while still attempting to meet high customer expectations, overall satisfaction with hotels is down notably in 2008, according to the J.D. Power and associates 2008 North America Hotel Guest Satisfaction Index Study(SM) (WESTLAKE VILLAGE, Calif., July 29 PRNewswire). The study finds that problems with hotel/room maintenance are more common in 2008, compared with 2007, with this issue being one of the top five most frequently reported by guests across all
Limitations that occurred with this report are the sources. Some sources might not be creditable or up to the standards of the International College of Hotel Management. Another limitation is that some of the sources will be bias and not have enough knowledge and information for this report.
Submitted to the Graduate School of the University of Massachusetts Amherst in partial fulfillment of the requirements for the degree of MASTER OF SCIENCE September 2008 Department of Hospitality and Tourism Management
In order to have the most applicable data for the investigation of what the viability of the hotel, the data collection modes that are most suitable for the research are both primary and secondary data collection methods. This is because both of them offer a wide array of information that is highly viable to the investigation. Despite the fact that primary data collection modes are preferred to secondary; one has to realize that the latter is cheaper and conveniently available by use of researchers at any given time. 1. The use of questionnaires - The purposes of asking questions is to identify what kind of preferences the clients have before going to a restaurant. One thing that is evident in all of these
The rationale of this research was to present observed information about service quality in Star Hotel Industry. The paper enunciates the strong attributes of SERQUAL in hotel industry and ranks the hotels on strong and weaker aspects. There are many identified and unidentified factors that compose the perceptions, however discrimination between the vital elements of perception is important from hotelier’s point of view .Perceptual mapping technique is applied to investigate the essential aspects of customer perception about services provided by hotels in and around tourist city of Lonavala. This study has successfully identified the important factors that need to be given more attention as it largely influences the customer perception.
Service in hotel business pools both the procedure and the inferred consequence. Through these facets the organisation is competent to construe the extent and way of deviation among customers' insights on services delivered and their anticipations.
As part of learning outcomes for Managing Service Quality class, we need to critically assess and identify services issues regarding their customer satisfaction of a hospitality organization of our choice.
All in one words, most of the customers enjoy their stay in the hotel and they felt they received the value for their money.
The purpose of this review is to evaluate the research about the effect of personalized service on the customers’ loyalty. My research will focus on the customers from the luxury 5-stars hotels who always receive the personalized service and also pay some attention on the measurement of the customers’ loyalty. Finally, through all the research aspect, the research will figure out what the relationship between the customer’s loyalty and the frequency of personalized service that they receive.
In recent years, a few large national hotel chains such as Marriott, Best Western, and Hilton have dominated the hotel industry. Travelers are familiar with establishments that exemplify dependability and quality at reasonable rates. Many hotels recognize the importance of brand loyalty to guests. In doing so, they have expanded their lodging options that are under one corporate name which includes a variety of hotels from limited service, affordable type hotels, and luxury inns. To help understand the tourism industry and the impact it has on the economy, this paper will cover a brief history with an overview, a SWOTT analysis of the Marriott Hotel, defining and addressing the impact of the real GDP, unemployment rate, inflation rate,
Paradise Hotel offers 249 guest rooms with additional services and amenities such as state-of-the-art spa services, complimentary Wi-Fi, temperature controlled salt water pool and jacuzzi, 24-hour access to gym with exercise equipment, 24-hour in-room dining service, and one of the most reputable restaurants of the city for sophisticated dining.
The hotels & motels industry value consists of all revenues generated by hotels, motels and other accommodation providers through the provision of accommodation and foodservice. The value does not include any revenues generated through other interests, such as casinos, shops and
The hypotheses was clearly stated and used to provide the initial theoretical framework. The hypothesis was also stimulated from an earlier study that stated that a larger hotel chain conducted a similar study using different variables with a common purpose. [ (Trochim, 2006) ]
Research indicates that whilst a price reducing strategy, which is commonly used in response to strong competition, may see short term gains, rarely does it attract and retain new customers (Chan & Wong 2005). In Hong Kong many hotels have reduced their room rates to remain competitive, however the above implies that hoteliers would do better to understand how their services and facilities influence customer satisfaction rather than simply reducing