Front Office Customer Satisfaction

19126 WordsMar 30, 201377 Pages
MASTER 'S THESIS The role of standard service quality in front office of five star hotels in Tehran in order to satisfy customers Nina Bashirian Tina Majdpuor Master program Business Administration Luleå University of Technology Department of Business Administration, Technology and Social Sciences Master Thesis, Continuation Courses Tourism and Hospitality Management Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce The role of standard service quality in front office of five star hotels in Tehran in order to satisfy customers. Supervisors: Prof. Tomasevic Prof.kamran Mohammadkhani By: Nina Bashirian and Tina Majdpour April 2011 i Abstract: The present…show more content…
…………………………………………………………………………………….....36 4 2.7- Theory from reviewed literature……………………………………………………....38 Chapter 3: Methodology 3.1- Introduction ………………………………………………………………………….….40 3.2- Research purpose…………………………………………………………………..…....40 3.3- Research design………………………………………………………...…………….….40 3.4- Research approaches……………………………………………………...……………..42 3.5-Date collection……………………………………………………………………...……43 3.6- Sample selection………………………………………………………………………...44 3.7- Sample size……………………………………………………………………………...44 3.8- Research instrument ……………………………………………………………..….…..44 3.9. Measurement ……...………………………………………………………………...…..45 3.10. Validity and reliability of the research ……………..…………………………….……45 Chapter 4: Result and Research finding 4.1- Introduction ………………………………………………………………………….....46 4.2- Empirical results………………………………………………………………….….…46 4.2.1- Descriptive data analysis…………………………………………………………..…48 4.3- 4.3 Data analysis and statistical results ………………………………………….…….48 Chapter 5: Conclusion and Research suggestions 5.1- Introduction. …………………………………………………………………………...76 5.2- Overall summary. ………………………………………………………………….…..76 5.3- Findings of primary research. ……………………………………………………….....78 5.3.1 Major findings of primary research ………………………………………………......79 5 5.4- Discussion ……………………….………………………………………………..…...80 5.5- Limitation ………………………………….……………………………………....…..82 5.6- Applicable suggestions …………………………………………………………….…..82
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