INTRODUCTION Customer satisfaction refers to a measure or degree of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is one of the most essential elements of customer retention, customer loyalty, and product repurchase. The art and science of customer satisfaction involves strategically focusing on creating and reinforcing pleasurable experiences. It’s a well-known fact that no business can exist without customers. In the business of website
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The current issue and full text archive of this journal is available at www.emeraldinsight.com/0959-6119.htm IJCHM 23,6 The effects of employee empowerment on employee job satisfaction A study on hotels in Turkey Elbeyi Pelit School of Tourism and Hotel Management, Afyon Kocatepe University, Afyonkarahisar, Turkey 784 Received 22 April 2010 Revised 31 July 2010 8 October 2010 28 December 2010 18 February 2011 Accepted 26 February 2011 ¨ ¨ ¨ Yuksel Ozturk ¨ ¸ Faculty of Tourism, Gazi
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Measuring Customer Satisfaction Introduction – Customer Satisfaction The definition of customer satisfaction is very simple. A customer is satisfied whenever his or her needs, real or perceived, are met or exceeded. So how do you know what the customer needs, wants and expects? It’s very simple. You ask, and then you provide what the customer wants and more (Gerson, 1993, p.17). There exists an interaction between the desired results and customer satisfaction, customer loyalty and
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competitive marketplace, customer satisfaction is tied directly to long- term profitability. Customers whose needs and requirements are not met will take their business elsewhere. If a customer is happy they tend to be loyal, and if loyalty is measured they not only buy more, they will recommend it to others. The best way to find out if your customer is satisfied is to ask them. With there being many measurement tools available, what’s the best way to track and measure customer satisfaction and how does this
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CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree
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Impact of Service Quality on Customer Satisfaction: Evidence from the Restaurant Industry in Pakistan Ubedullah Amjad Ali Shaikh, International Islamic University, Islamabad, Pakistan ABSTRACT The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique and Dineserv tool of improving the quality by the service providing organizations. The study is undertaken from the perspective of Pakistani
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entire world work and efforts regarding customer satisfaction should be on the collection of best practices and the preparation of guidelines for questionnaires to measure customer satisfaction. Customer satisfaction has therefore become the key operational goal for many organizations. They have invested heavily in improving performance in areas that make a strong contribution to customer satisfaction, such as quality and customer service. The customer satisfaction index measures the quality of the goods
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Delta Air Lines is a world-class global enterprise has succeeded due to striving for perfection with execution, customer service and industry leading financial performance. The one challenge that continues to be a major obstacle to overcome is employee job satisfaction. Among the 80,000 employees are approximately 50,000 frontline, entry level workers. Many of these employees are temporary, seasonal or part-time status. Due to this relatively unstable frontline workforce Delta continues to face
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Job Satisfaction in the Workplace Jonathan Salter Thomas Jefferson University MGMT 304: Management and Organizational Theory in Health Services Organizations Facilitator: Maryann Hughes 2015 Abstract A broad definition of Job Satisfaction is a positive feeling about a job resulting from evaluating its characteristics. Satisfaction often plays a significant role in job performance, overall behavior, customer service and employee turnover. Job Satisfaction also can impact your quality of life and
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SATISFYING CUSTOMERS WITH THE KANO MODEL When a company is looking to satisfy their customers a common model to emulate is known as the Kano Model. As discussed in this courses text we have learned about the Kano model and the technicalities of how it can be used to ensure customer satisfaction as well as exceeding those satisfactions. To dive deeper into the subject I decided to further write a summary on a scholarly article regarding this model so that I could further my knowledge and paraphrase
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