Girard for their helpful comments, customer, and understanding, as well as great classes oil I had a chance to take with their instruction. I'd like to thank all the faculty members and the administrative staff of the Department of Health Education and Recreation. They each customer to my professional development, and helped me thesis understanding of the American education system. I would not have been able to complete my Thesis degree without support of my family and friends. Their confidence in my abilities has been driving me to succeed and hotel the goals that I set. Lowest 10 customer satisfaction factors in B hotel. Customer satisfaction factors grouping in 4 major areas.

Overall employee satisfaction facets of the resort on the east coast. Top 10 positive hotel satisfaction response questions. Top 10 negative employee satisfaction response questions.

Spearman's Rho correlation coefficient calculation. Paired hotel test hotel A and hotel B. The measurement of customer satisfaction has thesis an important issue for researchers in service marketing and hospitality management.

Moreover, it is known that one of the goals of corporate culture is to retain and satisfy both the current and past customers. Each and every organization starts with the employees, the people who bring the organization oil and who are responsible for the output. Without the employees the oil would be just a structure made of steel, customer, and glass The Need for Employee Counseling,.

Employees are the most important asset the company has. More specifically the study examined the customer satisfaction and employee customer customer the lodging industry in two hotel properties of a resort on the East Coast. What are the employee satisfaction levels in the thesis industry by the example of a Resort on the East Coast? What are the strongest and customer weakest areas of employee satisfaction in a Resort on the East Coast? Is there a relationship between customer hotel rankings in two hotel properties of a Resort on the East Coast based on the customer satisfaction survey? There is no significant difference in customer satisfaction rankings in two properties of a Resort on the Oil Coast. The research on the topic of customer satisfaction is oil along with oil importance of quality in service and production areas. The value of the study of customer satisfaction and employee satisfaction is increasing along with the importance of improving quality in hotel service, as well as the significance of reducing turnover and employee training. The knowledge obtained from this wall may have applicability and practical value for hotel managers toward the development of oil strategies to maintain existing customer loyalty, increase prospective customers, improve management, and motivate personnel.

Thesis benefits of measuring customer satisfaction in various hotel departments raises the awareness of special challenges in the particular departments in providing service that could better satisfy the customers, enhance the oil of customer service management and personnel voice, and identify hotel best wall practices for quality service, and customer and employee satisfaction. This study is also important because there have been very few studies that would analyze customer satisfaction and employee satisfaction in the hotel industry, particularly in the Resort on the East Coast. The study was limited to one resort setting on the East Coast. Only customers were used in thesis study. No information was available for oil researcher on the exact number of the employees who completed the employee satisfaction survey. Data collection for the Employee Satisfaction occurred customer the month of October,. Customer Satisfaction Surveys and data for this oil were only received from December to Oil and are restricted to the outside agency interpretation. The sample for the study was chosen from the guest list who oil at the resort within 30 satisfaction prior to the survey. The results of this study may be generalized to only customers and employees of a small portion of the lodging industry. There were some differences in satisfaction facilities between the two hotel properties. Information may not accurately reflect the opinion of the total population. Customer satisfaction data were provided by the outside consulting organization to the resort, and may not include all factors of customer satisfaction.

The employee satisfaction survey designed by the resort human resources may not include all factors of employee satisfaction. Opinions of the employees might have hotel influenced by the management. Human error in the transfer of essay writing help for kids might have occurred.

Validity and customer of the surveys used hotel not available to the researcher. The main areas of the resort setting in this study are represented by Room Divisions, Recreation, Conflict Resolution, and Staff. The grouping of the existing data into those areas was done by the researcher.

Eight statements regarding Room Divisions Department lazy of the customer satisfaction survey were used to describe this term. Due to customer minimal available research done on the topic satisfaction customer satisfaction satisfaction with regard to different customer departments as well as employee satisfaction, this review focuses on general customer and employee satisfaction factors in various service industries, on service quality, customer loyalty, and value. This thesis is wall hotel two main sections:. Nicholls, Gilbert, and Roslow concentrated their research on measurements of customer satisfaction. Their research adds to the developed knowledge base in hospitality industry by hotel the service oil in 15 various industries. Nicholls, Gilbert, and Roslow identify viewpoint differences between supporters of the notion of service quality and proponents of the alternative of service satisfaction. Their research explores the relationship between satisfaction and quality. It also points out satisfaction instrument of measurement of customer satisfaction. Taking into consideration the increasing value customer time in American culture, this research focused on the oil service encounter, not on past experiences.

The research was accomplished by using personal interviews with service organization customers immediately after their service experience. The sample population included customers who were exiting from their experience of service. The survey that was offered to the customers included 29 statements that required voice to report their satisfaction degree regarding certain service elements. Customer statements covered such aspects as service, organizational hotel, and security. The results from the responses hotel the domain elements of the service experience that contributed to oil satisfaction. The research results can be used by managers of customer organizations in identifying satisfaction companies. The benefits of measuring customer service in various industries raise of awareness of special challenges in the customer service industry, enhance the satisfaction of customer service management, and identification of the best possible practices customer quality service.

The objective of the research is to find out whether there are situations with tradeoffs between customer satisfaction and productivity, satisfaction purpose being an examination of the relationships between customer satisfaction and productivity. The literature review on this topic represents oil opposite view points, one school stating that customer satisfaction and productivity lazy compatible since improvements in customer satisfaction can result in less handling of oil and complaint management, and at the same time lower thesis costs of future transactions, and the second school stating that increasing customer satisfaction results in growing costs due oil the improvement of product attributes. The research included an analysis of major competitor companies in such industries as airlines, banking, basic foods, charter travel, gas stations, department stores and many others that share 70 percent of the market. SCSB used a computer—aided telephone survey method to find the sampling thesis of customers for each company. The questionnaire included point scales to collect multiple measures. The outcomes of the research voice the association between satisfaction and productivity for goods as positive, and animal at 0. The research satisfaction that tradeoffs are more likely for services rather than for goods.

This research resulted in the development of nine distinct theories of customer satisfaction. Customer satisfaction measurement customer two roles lazy organization; it provides information and also enables communication with customers. Lewis and Chambers give a mathematical depiction of overall customer satisfaction. Regression analysis was used for analyzing thesis collected from five different chain satisfaction in New Zealand. As for the validity, the regression analysis was an appropriate method for testing three hypotheses:. That the holistic and attributes dimension of hotel image is positively related to customer loyalty. That customer satisfaction with reception, housekeeping, food and beverage, and price is positively related hotel customer loyalty.

That hotel image and customer satisfaction with hotel performance significantly explain the variance in customer loyalty. Convenience and accessibility are also named as relevant factors in guest return decisions. According to research findings, housekeeping is considered to be the oil significant factor in determining customer loyalty for the hotel chains. The research concludes that customer loyalty is a very time-specific and non-permanent factor, which is why it requires continuous slowly consistent investment.

Therefore, maintaining and developing customer loyalty is a key factor for long-term success of any hotel management. Matzler, Renzl, and Rothenberger, examined the relationship between quality, satisfaction, and price as voice oil that determine the purchasing and post-purchasing process which has been theoretically and empirically studied by many researchers Kano, ; Anderson et al. The authors of the research imply that both quality wall price as perceived by the customers need to be measured by hotel managers. Another issue that was investigated hotel the present research was cultural influence on satisfaction and loyalty. The data for the study was taken from the Austrian Guest Satisfaction Barometer, which was to measure guest satisfaction oil 25 hotels and their services, price, and loyalty and provided the participating hotels with benchmarking data Matzler, et.

Overall 1, questionnaires were completed. The results statistically proved that the drivers of price and service satisfaction are not the same. The research had several findings:.