Thesis Customer Satisfaction

In response to the question set, I will go into detail of the study, consisting of the background, main hypotheses, as well the aims, procedure and results gathered from the study; explaining the four research methods chosen to investigate,

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

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

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

In order to provide meaning and explanation of this study, our group consulted books and internet sources to gather information of the topic. This section does not only present but also provide relevant information of the topic.

Data was analyzed by quantifying respondents’ responses of their levels of agreement with the statements that were used to evaluate students’ expectations of service quality at university hostels and perceptions of service quality at dining rooms. The levels of service quality expectations and perceptions were quantified by calculating the average scores on each statement. Scores obtained from calculating the averages for expectations were subtracted from the scores obtained from customers’ perceptions on each statement.

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do

This chapter establishes the rationale of the study, the aims of the study, the significance of the study, and the outline of the study.

Studies were being conducted to search for new ideas, to add an existing knowledge, and to fill in the missing gaps on the results of the other studies. In this chapter, the following literature and studies were reviewed by the researcher. They are words and ideas related to the topic which are indeed relevant and helpful.

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.

Now a day’s world goes fast. No one have enough time to sit or talk with family or friends. According to me, restaurant is the best place to sit and talk with friends and family. Restaurant is a place in which people can eat meals and pay money. Also we can say that it is an eating place where people can enjoy with their friend, family, staff, etc. My topic is to research on “Customer satisfaction and service Quality in Indian restaurant”. Customer satisfaction and service quality both are very important for every business. Customer satisfaction are playing an important role in any business because it helps to find out strengths and weaknesses of the business. “Customer satisfaction is identified as the distinction between assumed quality of service and the customer’s involvement or feelings after having perceived the service”(Bateson & Hoffman 2000). Service quality affects on customer satisfaction by providing good services. I notice several problem regarding to the customers. Customers are not satisfied with the taste of food and sometimes the service quality is not good. Taste is not like a restaurant in India. They mostly use frozen vegetables. In this research I want to go with three Indian restaurants

Review of related literature and studies were conducted which was found to have a great significance to the study are selected and are herein summarized.

Throughout history, people have always travelled, whether it is to conquer worlds, discover new places, for business pleasure. This need of man has consequently led to the development of accommodation.