StudentShare solutions
Triangle menu
  • Home
  • Subjects
  • Tourism
  • Determinants of Customer Satisfaction in the Hotel Industry: the Relationship between Customer Satisfaction and Different Catego

Determinants of Customer Satisfaction in the Hotel Industry: the Relationship between Customer Satisfaction and Different Catego - Dissertation Example

Not dowloaded yet

Extract of sample
Determinants of Customer Satisfaction in the Hotel Industry: the Relationship between Customer Satisfaction and Different Catego

Hotels being part of service industries have thus witnessed an increased effort to enhance customer satisfaction and thus customer satisfaction measurement has become an important ‘part and parcel’ of a hotels success. The purpose of this research is to discover and recognize the determinants of customer Satisfaction (Shih, 1986; Yau and Chan, 1990; Stevens, 1992; Mok et al., 1995). 2. DATA COLLECTION Distribution of survey questionnaires to a sample size of 300 participants were given with varying nationalities and age groups. One of the very important advantages of sampling is reliability and can also be used to check the accuracy of the survey data .Around 600 surveys were distributed and out of 600 surveys 350 were returned which is roughly (58.4%) of 600 surveys distributed. Among the survey distributed, 300 (50%) were usable. The questionnaires were distributed in Bournemouth city centre areas.3 star hotels namely - Queens’s hotel, Britannia Hotel, Royal Exeter hotel, and Premier inn Hotel etc. 4 Stars Hotel - park central hotel, Norfolk Hotel, Carlton Hotel, Royal bath hotel, Blue Palm and Marriott hotel etc.Survey was conducted by asking customers around lounge areas, restaurants and pub. Also requested receptionist to collect data from customers and gave (traditional souvenirs) to the receptionists. After nearly two months of survey (20th June till 10th August 2011), for data analysis IBMSPSS was engaged 4.1 ANALYSIS 4.1.1 Age by gender Graph 1 As seen in graph1 above which is related to age by gender, it can be observed that until the age of 50, male visitors outnumbered female visitors by a small margin, but after age 50 it can be seen that female visitors have increased as compared to male visitors. It is also to be observed that a reverse scenario has occurred where as female visitors have constantly increased with an increase in their age, male visitors have declined with an increase in their age. The majority of visitors range from ages 21 to 30 in both males and females while fewer than 20 visitors were around 20% less than ages 21 to 30 figures. Male visitors above 61 visited the hotels least frequently, even less than their female counterpart of same age and likewise girls under 20 are the least frequent female visitors, even less than their female counterparts of same age. 4.1.2 Annual Salary by Gender Graph 2. As far as annual salary by gender is concerned below, it can be observed that as far as under 5000 is concerned, females are above 20% than males while from 5000-15000 and 15000-25000 again females have surpassed males where females are above 50% but below 60% while males above 40% but below 50%, but a changing trend could be seen for annual salary of 25000-45000 where females are hardly near 40 % but males have surpassed 60% which means that males are higher earners than females in this category . moving forward to a range from 45000 – 60000 annual salary, percentage of both males and females are equal thus females had been giving a tough competition in this category .At a salary of above 60000 the biggest percentage difference could be seen between males and females where males are almost 40% more than females. Thus overall ...Show more

Summary

Determinants of Customer Satisfaction Determinants of Customer Satisfaction in the Hotel Industry [Name] [University] [Instructor] Table of Contents Serial No. Heading Page No.       1 INTRODUCTION 2 DATA COLLECTION 3 ANALYSIS 4 GRAPH 1 - AGE BY GENDER 4.1 GRAPH 2 - ANNUAL SALARY BY GENDER 4.2 GRAPH 3 - NUMBER OF TIMES DIFFERENT AGE GROUPS HAVE VISITED HOTEL 4.3 GRAPH 4 - PURPOSE VISIT BY GENDER 4.4 ARE YOU SATISFIED WITH THE HOTEL - EDUCATION 5 ARE YOU SATISFIED WITH THE HOTEL - GENDER 6 ANALYSIS OF THE RELATIONSHIP 7 FACTOR ANALYSIS 8 THE CUSTOMERS VALUE FOR MONEY 9 CONCLUSION 1…
Author : warrenhane
Determinants of Customer Satisfaction in the Hotel Industry: the Relationship between Customer Satisfaction and Different Catego essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the dissertation on your topic
"Determinants of Customer Satisfaction in the Hotel Industry: the Relationship between Customer Satisfaction and Different Catego"
with a personal 20% discount.
Grab the best paper

Related Essays

Customer Satisfaction and Market Segmentation of Mass Transit Railway (MTR) Corporation Limited
The research aims at identifying and analysing the customer satisfaction and market segmentation of Mass Transit Railway Corporation Limited. Customer satisfaction is a different concept all together that needs to be understood and defined in a clear manner. At the same time market segmentation is a business strategy that depends on the dynamics of the organsiation and business environment.
54 pages (13500 words) Dissertation
The contribution of customer satisfaction of after sale service
Rationale and context The main objective of this project is to identify what services Audi provide after sale service, and which areas of the services could be improved in the opinion of the customers. Audi is a premium car brand from the stable of Volkswagen.
8 pages (2000 words) Dissertation
How can retail banks in UK restore customer confidence and improve customer satisfaction after the financial cri
ut UK Retail Banking 4.2 Roles and Impact of the Financial Services Authority (FSA) 4.3 Results of 2010 UK Retail Banking Satisfaction Survey 4.4 Results of 2010 UK and Europe Retail Banking Market Survey 4.5 Results of Web Survey of 1,000 Bank Customers 4.6 Results of Telephone Survey of Barclay Life Customers in the Past 4.7 Results of an Industry Study of Internal Marketing of UK Retail Banks Chapter 5 - Conclusions Chapter 6 - Recommendations 6.1 Limitations of Recommendations 6.2 Room for Further Research References Appendix Abstract This project unveils the global economic situation as well as the UK economic conditions behind the UK Retail Banking industry problems with customer satisf
20 pages (5000 words) Dissertation
Influence of face-to-face communication on customer satisfaction
Currently, it is claimed that successful customer’s service can be reached in case different means of communication is used by the company. Face-to-face communication should be assisted by communication via email or telephone. In this case customer would have different options to satisfy his needs with the services provided by a certain company.
4 pages (1000 words) Dissertation
Employees contribution in customer satisfaction, customer retention and customer loyalty in SME retail organization like SUPERVA
The spillover effects of the global economic recovery, declining exports and volatile capital flows call for adjusting economic policies (Nasution, 2012). Political uncertainties in advanced economies are responsible for downside risks that continue to loom large.
20 pages (5000 words) Dissertation
To what extent employee satisfaction is an antecedent for customer satisfaction and loyalty among Small and medium Enterprises
60 pages (15000 words) Dissertation
Impact of service quality on customer satisfaction and customer loyalty an application on the banking sector
Reforms in the banking sector have also blurred the lines between banks and non-banks, thereby increasing pressure on banks to perform. Customer experience now defines service quality and poor service quality can push customers to switch service providers.
40 pages (10000 words) Dissertation
Corporate social responsibility and customer satisfaction in the hospitality industry
This study focuses on the issue of understanding the concept of corporate social responsibility and customer satisfaction in the hospitality industry. It observes the most recognizable corporate social responsibility (CSR) tasks and recognizes inhibitors and drivers involved in accomplishing those CSR.
8 pages (2000 words) Dissertation
The Level of Customer Satisfaction of Grameen Phone Limited
Grameenphone Ltd. has stepped into its 10th year of operation, having completed its 10th year on March 26, 2007. It is the leading telecommunications service provider in the country with more than 10 million subscribers as of December 2006. Grameenphone has been recognized for building a quality network with the widest coverage across the country.
38 pages (9500 words) Dissertation
Get a custom paper written
by a pro under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
YOUR PRIZE:
Apply my DISCOUNT
Comments (0)
Rate this paper:
Thank you! Your comment has been sent and will be posted after moderation