...Accommodation satisfaction and the factors which influence students' choice. Introduction: Accommodation plays an important role in students' daily life. It is considered by students as the second home where they can rest,recreate and study after class. Whether students are satisfied with their accommodation can affect their emotion largely. So we design this project to survey the satisfaction and expectation among students for their accommodation. We hope that this report can do some help for the future design of university accommodation. Background: For convenience, we choose our university(university of surrey)accommodation as a sample. According to our university,our accommodation are divided into 5 bands(A,B,C,D,E). The price,equipment and location of them are quit different. Band A is the cheapest one, which must share the bathroom and toilet with more than 10 people in the small space. The price of Band B is higher than Band A, and the room space is also larger than Band A. Band C owns the similar equipment with Band B, but more expensive and larger space. Band D and Band E are the most expensive ones,they are en-suite single rooms. However, Band E cost much than Band D because of its larger space. Methodology: Our research was done by asking students of university of surrey at random to complete questionnaire(Appendix 1).40 students were interviewed on Saturday 5 August with 19 males and 21 females. Than analysis and classify the collected data in order...
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...FACTORS IMPACTING STUDENT SATISFACTION IN MONASH UNIVERSITY MALAYSIA Nahian Ali(25651137) Sarani Tilekaratne(25770888) Anfaal Alkharusi(24728128) Monash University Malaysia(2015) INTRODUCTION Background The environment that higher educational institutions have operated in has changed dramatically over the years. Among the main precursors to these changes are alterations of the demographic structure, socio-economic changes, the development of new information and communication technologies, the new knowledge society and the debate over the role of education, of human capital and of scientific research in our societies (Fram & Camp, 1995). These changes together with a questioning of the functionality and performance of university institutions, an increase of society’s expectations with respect to the performance of public universities, as well as an increase in the demands of the various users of these services have resulted in a concern to improve the quality of teaching, research and all services that a university provides (Capelleras & Veciana, 2001). Higher education is increasingly recognized as a service industry, placing greater emphasis on meeting the expectations and needs of its participating customers, who are the students. According to Astin (1993), just like any form of business, factors related to satisfaction levels and students’ perceptions of quality will attract and retain students. Satisfaction is defined as being a consequence of the...
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...Career Preference Among BHRM Students March 2013 Career Preference Among BHRM Students Chapter 1 Introduction to the study This chapter is composed of five parts: (1) Background and Theoretical Framework, (2) Statement of the Problem and the Hypothesis, (3) Significance of the Study, (4) Definition of Terms, and (5) Delimitation of the Study Part One, Background and Theoretical Framework of the Study, presents the reasons for choosing of the problem and the theoretical framework upon which the study was anchored. Part Two, Statement of the Problem and the Hypothesis, states the major problem and specific questions to be answered as well as the hypothesis to be tested. Part Three, Significance of the study, discuss the benefits that may be derived from the results of the investigation. Part Four, Definition of Terms, presents the operation and conceptual meanings of the important terms used in the study. Part Five, Delimitation of the Study, specifies the scope and coverage of the study. Background and Theoretical Framework of the Study “After college, what’s next?” It is the foremost question faced by college students especially the 4th year graduating students. The students are still confused on where, when and what job to apply after graduation. The great part of an individual’s life is spent in his career or vocation and usually satisfaction is made through his occupation or career. His ability to make something work or valuable...
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...Southwest’s strategy targets business class travelers, making corporate partnership agreements a large part of their marketing and finance strategy. In catering to the business class bargain hunter, Southwest has established a value concept of customer loyalty and convenient services. Southwest has been able to capitalize this market segment to become the largest domestic airline while also able to maintain the highest customer satisfaction level in the industry. The company is able to maintain partnerships and brand themselves as an affordable business travel option by providing discount partnerships with affiliate businesses. This allows the airline to maintain market share by providing financial motivations for its business partners to incentivize them to continue to patronize Southwest Airlines. They actively promote their schedule of frequent non-stop flights to major city hubs as well as surrounding cities, proving to be a practical option for business class travelers. Southwest’s business traveler value concept extends to additional accommodations such as first class boarding, frequent flier credits, and a complimentary on board cocktail (Moline 24). Renovations to allow for roomier seats, power outlets and work station counters allows Southwest to provide specific product differentiation that is attractive to business travelers, while maintaining their competitive cost strategy structure. The company is able...
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...and Walker, 2001; Rundle-Thiele and Mackay, 2001). The primary objective of this research is to select three brand loyalty influences (from the twelve) in the article by Moola and Bisschoff (2014) then motivate why the three can be grouped together logically. The secondary objectives are to: * Expand on Moolla's questions by doing a literature study on three brand loyalty influences selected. * Select a company / product of choice to apply questionnaire to * Analyse the data at least on inferential statistical level * Indicate expected outcomes the results will provide * Interpret the results and write a short report on what the data tells you * Apply result to management and managerial decision-making to show the advantage of the analysis. Figure 1.1: The conceptual model Adapted from Moolla (2010:197) 1.2 Hypotheses The following hypotheses were tested in order to assist in meeting the research objectives: H1: There is a relationship between customer satisfaction and customer trust when purchasing a home appliance brand. H2: There is a relationship between customer satisfaction and customer commitment when purchasing a home appliance brand. H3: There is a relationship between customer trust and customer commitment when purchasing a home appliance brand. H4: There is a relationship between customer satisfaction and customer loyalty when purchasing a home appliance brand. H5: There is a...
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...31 31 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 – De finitions Paul S. Goldner (2006) 1 Grigoroudis, E and Siskos, Y (2009) defines, “...a customer is any organization or individual with which you have done business over the past twelve months”. 2 “Customer means the party to which the goods are to be supplied or service rendered by the supplier”. provide definition for ‘customer’ upon two approaches: With refe rence to loyalty, “A customer is the person that assesses the quality of the offered products and services” and on process oriented approach, “the customer is the person or group that receives the work output” (p.9). 3 Customer Satisfaction – Definitions Satisfaction has been broadly defined by Vavra, T.G. (1997) as a satisfactory post - purchase experience with a product or service given an existing purchase expectation. 4 Howard and Sheth (1969) 5 According to Westbrook and Reilly (1983) define satisfaction as, “The buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices he has undergone” (p.145). 6 , customer satisfaction is “an emotional response to the experiences provided by, associated with particular 32 products or services purchased, retail outlets, or even molar patterns...
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...Tourism management fundamentals 1. 1. TOURISM – PRINCIPLES AND PRACTICE Unit I: Introduction to Travel and Tourism 2. 2. The word Travel derived from the French word ‘Travail’ All Tourism involves Travel; but not all Travel involves Tourism 3. 3. • Tourism is part of LEISURE. • In modern times Tourism is only a recreational activity is a MISCONCEPTION because participating in meetings, seminars conferences, trade fairs, etc are also a tourism activity. 4. 4. Tourists • The tourist market is divided into: 1. The leisure tourist 2. The business tourist 5. 5. Visitors • A visitor is any person visiting a country other than that in which he/she has his/her usual place of residence, for any other reason than following an occupation from within the country visited – Visitors may be further categorised as excursionist and tourists 6. 6. Excursionist • A day visitor who stays for less than 24 hours at a place. There is no overnight stay 7. 7. Tourist • A tourist is a temporary visitor to a place. They stay at least for 24 hours 8. 8. TOURISM • One of the first attempts at defining tourism was that of Professors Hunziker and Krapf of Berne University in 1942. They held that tourism should be defined s – ‘the sum of the phenomena and relationships arising from the travel and stay of non-residents, in so far as they do not lead to permanent residence and are not connected to any earning activity’. 9. 9. UNWTO definition • Tourism comprises the...
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...Survey of Student Attitudes, Experiences and Expectations on selected vocational courses at the University of Northumbria April 2005 Anna Round Student Retention Project, University of Northumbria Part One: Background Section One: Introduction 1:1 Background 1 1:2 Literature survey 2 1:3 Primary research 4 1:3:1 Student questionnaire 4 1:3:2 Staff questionnaire 6 1:3:3 Interviews 6 Section Two: Literature survey 2:1 Student perceptions and the student experience 7 2:1:1 Holistic approaches 7 2:1:2 Academic preparedness and study skills 9 2:1:3 Student attitudes to feedback 11 2:1:4 Student attitudes to teaching and learning 13 2:1:5 Tutor-student relations 15 2:1:6 Accommodation and retention 16 2:2 Student Characteristics 18 2:2:1 Views of students 18 2:2:2 Student self-perceptions: skills 19 2:2:3 Student self-perceptions: workload 21 2:3 Transformation 22 2:4 Widening participation: some further issues 26 2:4:1 Non-traditional students and the student experience 26 2:4:2 Support and access to support 27 2:5 Students and motivation 28 2:5:1 Types of student motivation 28 2:5:2 Retention and motivation 29 2:5:3 Motivations for entering higher education 30 2:5:4 Goals and values (Mäkinen et al) 31 2:5:6 Motivation and satisfaction 33 ...
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...Survey of Student Attitudes, Experiences and Expectations on selected vocational courses at the University of Northumbria April 2005 Anna Round Student Retention Project, University of Northumbria PART ONE: BACKGROUND Section One: Introduction 1:1 Background 1 1:2 Literature survey 2 1:3 Primary research 4 1:3:1 Student questionnaire 4 1:3:2 Staff questionnaire 6 1:3:3 Interviews 6 Section Two: Literature survey 2:1 Student perceptions and the student experience 7 2:1:1 Holistic approaches 7 2:1:2 Academic preparedness and study skills 9 2:1:3 Student attitudes to feedback 11 2:1:4 Student attitudes to teaching and learning 13 2:1:5 Tutor-student relations 15 2:1:6 Accommodation and retention 16 2:2 Student Characteristics 18 2:2:1 Views of students 18 2:2:2 Student self-perceptions: skills 19 2:2:3 Student self-perceptions: workload 21 2:3 Transformation 22 2:4 Widening participation: some further issues 26 2:4:1 Non-traditional students and the student experience 26 2:4:2 Support and access to support 27 2:5 Students and motivation 28 2:5:1 Types of student motivation 28 2:5:2 Retention and motivation 29 2:5:3 Motivations for entering higher education 30 2:5:4 Goals and values (Mäkinen et al) 31 2:5:6 Motivation and satisfaction 33 2:5:7...
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...Survey of Student Attitudes, Experiences and Expectations on selected vocational courses at the University of Northumbria April 2005 Anna Round Student Retention Project, University of Northumbria Part One: Background Section One: Introduction 1:1 Background 1 1:2 Literature survey 2 1:3 Primary research 4 1:3:1 Student questionnaire 4 1:3:2 Staff questionnaire 6 1:3:3 Interviews 6 Section Two: Literature survey 2:1 Student perceptions and the student experience 7 2:1:1 Holistic approaches 7 2:1:2 Academic preparedness and study skills 9 2:1:3 Student attitudes to feedback 11 2:1:4 Student attitudes to teaching and learning 13 2:1:5 Tutor-student relations 15 2:1:6 Accommodation and retention 16 2:2 Student Characteristics 18 2:2:1 Views of students 18 2:2:2 Student self-perceptions: skills 19 2:2:3 Student self-perceptions: workload 21 2:3 Transformation 22 2:4 Widening participation: some further issues 26 2:4:1 Non-traditional students and the student experience 26 2:4:2 Support and access to support 27 2:5 Students and motivation 28 2:5:1 Types of student motivation 28 2:5:2 Retention and motivation 29 2:5:3 Motivations for entering higher education 30 2:5:4 Goals and values (Mäkinen et al) 31 2:5:6 Motivation and satisfaction 33 ...
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...consumers' needs and wants to the produces or services provided. (Victor T. C. Middleton, 2001).Each of the elements of the marketing mix, more commonly known as 4Ps of marketing, should be crafted in such a way that these broader management objectives can be achieved. Sunway Lagoon, under the Sunway Group (One of Asia's best-managed companies), it also applied 4Ps in their marketing Strategies. The park has lots of interesting, exciting and unique features such as choices of water slides which designed to suit most of the sophisticated water enthusiasts. Sunway Lagoon has focused its effort on development of entertainment activities to the communities to enjoy. Their objective is to build quality activities and enjoyment to the community as well as to maximize their profits at the same time. In this case, marketing role has help Sunway Lagoon to achieve its objectives in a way that it provides awareness and information regarding the water theme park to the customers and also to reached customer satisfaction. The business focuses on one or more narrow market segments. Market segmentation helps marketers define customer needs and wants more precisely. Sunway Lagoon uses geographic, demographic, psychographic segmentation and benefit segmentation to locate their target market. Geographic segmentation is a common strategy when you serve customers in a particular area, or when your broad target audience has different preferences based...
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...TABLE OF CONTENTS 2. Literature Review 2 2.1. An Overview of Mobile Telecom 2 2.1.1. Mobile Telecom market definition 2 2.1.2. Telecom in Vietnam 2 2.2. Consumer Choice 3 2.3. Variables of Customer Choice 3 2.3.1. Call quality 3 2.3.2. Price structure 4 2.3.3. Convenience 5 2.3.4. Sales promotion 6 2.3.5. Advertising 7 2.3.6. Reliability 8 2.4. Theoretical Research Model 8 2.5. Hypothesis 8 2. Literature Review This chapter presents the literature review. It divided into three parts. In the first section, an overview of telecommunications is described, that is, the general definition of telecommunications, then the growing of subscriptions in Vietnam is stated. Secondly, the study will discuss about the customer choice and its previous studies. Finally, the antecedents of customer choice in this study are discussed. 2.1. An Overview of Mobile Telecom 2.1.1. Mobile Telecom market definition The mobile telecom market is a type of service industry in which customers place much importance not only on how they are served (functional quality), but also and more importantly, on outcome or nature of services they receive and experience which constitute technical quality variables like network quality (Wang & Lo 2002; Gi-Du and James 2004). Mobile communications markets can be divided by the type of services provided and by the telecommunications networks used for production into the sub-markets for cellular radiotelephony, paging, trunked mobile radio...
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..." FALSE 8. Group performance is the foundation of organizational performance. FALSE 9. Groups form within organizations exclusively to address formal organizational needs. FALSE 10. The essence of power is control over others. TRUE 11. Managers derive power from both organizational and individual sources. TRUE 12. Leadership and quality concepts have been found to be inseparable. TRUE 13. Job design refers to the process by which managers specify the contents, methods, and relationships of jobs to satisfy both organizational and individual requirements. TRUE 14. Job design looks at contents, methods and relationships of jobs to the exclusive end of meeting organizational requirements. FALSE 15. Organizational effectiveness is a result of both individual and group effectiveness. TRUE 16. The text provides stress as a cause of both individual and group effectiveness. FALSE 17. (p. 16) The Classical School proposed that management work consists of distinct but unrelated functions which together...
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...| Hospitality and Restaurant Management As an In-Demand Course: | A Survey Study | | Peter Jay Obillo | 10/1/2013 | | CHAPTER I THE PROBLEM Background of the Study In the annual rate of enrollees at Panpacific University North Philippines, The College of Hotel and Restaurant Management takes the place of one of the courses that has a high percentage of enrollments every year in the other courses offered. This result shows that many students are giving interest of taking up Hotel and Restaurant Management course. Hospitality Management is one of the courses that is in-demand in the Philippines and all around the world. The program has a very broad scope of subject and skills to be learned, it may come in many names; these are food and beverage, hospitality management, and travel and tourism business, cruise line and maritime. Here are some factors why Hotel and Restaurant Management course is in-Demand: 1.)Wide Range of Opportunities- Hospitality Industry is very huge. You can find different Hospitality companies anywhere in the globe. Because of this you will Have Unlimited opportunities for your career. You can choose to work in your local or find jobs abroad. 2.)Different Career Path- Graduates who study Hotel and Restaurant Management choose a career based on their expertise or shift to another field related to Hospitality Management. You can be a Restaurant Manager, Hotel Manager or any career that is related in hospitality industry. 3.)High...
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...The customer's satisfaction with service Chapter I: Introduction 1.1 Background In recent times, customer's satisfaction is 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 resort 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, provides (or is providing) a pleasurable level of consumption-related fulfillment, including levels of underfulfilment or overfulfilment” (Oliver, 1996, p. 14). The concept of consumer satisfaction occupies a central position in marketing thought and practice. Conceptually, satisfaction is an outcome of purchase and use results from the buyer's comparison of the rewards and costs of the purchase in relation to the anticipated consequences. Operationally, satisfaction is similar to attitude in that it can be assessed as the sum of the satisfactions with the various attributes of the product or service. With due consideration of this marketing approach, every effort is being made to provide the customers with better services in order...
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