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Hospitality Case Study: Customer Care and Satisfaction in Sheraton Hotels

Topics: Customer service, Customer, Customer relationship management Pages: 63 (9893 words) Published: April 4, 2013
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CUSTOMER CARE AND CUSTOMER SATISFACTION IN HOTELS
A CASE STUDY OF SHERATON HOTEL

BY
NATUHWERA CHRISTINE
07/U/13737/EXT

SUPERVISOR: MR. TIBAINGANA ANTHONY

A RESEARCH REPORT SUBMITTED TO MAKERERE UNIVERSITY IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF THE AWARD OF
A DEGREE OF BACHELOR OF COMMERCE

JULY 2011

DECLARATION

I, Natuhwera Christine hereby declare that customer care and customer satisfaction in hotels is entirely my own original work and has never been presented for any award of degree in any other institution of learning.

Signature……………………….

Date………………………

NATUHWERA CHRISTINE

ii

APPROVAL

This research report has been submitted for examination with my approval as the candidates’ University supervisor
Signed………………………………

Date……………………….

Supervisor: Mr TIBAINGANA ANTHONY.

iii

DEDICATION

I dedicate this report to my beloved parents Mr & Mrs Mugumya Keleth

iv

ACKNOWLEDGEMENT

I thank God the almighty for the strength, knowledge and good health throughout my studies. I thank my supervisor Mr. Tibaingana Anthony for his inspiring efforts in guiding me through the course of producing this dissertation. I wish to acknowledge his interest, encouragement and task of scrutinizing this report.

I also acknowledge the tireless efforts of my parents Mr and Mrs Mugumya Keleth for laying a foundation in my academic endeavors.
I would also like to acknowledge my sisters Carol, Prisca, Justine, Melody and Brothers Ronnie and Rogers who have provided me with all the support that I needed to excel in my academics. Thank you so much for your love, care and encouragement.

I wish to thank all of my friends for they have been there for me in all circumstances and I also wish to acknowledge my course mates for all the discussions, and every moment we shared together, I will forever be grateful to you all.

v

TABLE OF CONTENTS

DECLARATIONii
APPROVAL……… ............................................................................................................................... iii DEDICATION ......................................................................................................................................iiiv ACKNOWLEDGEMENT ...................................................................................................................... iv LIST OF TABLES .................................................................................................................................. v LIST OF FIGURES ................................................................................................................................ vi ABSTRACT.......................................................................................................................................... vii CHAPTER ONE ..................................................................................................................................... 1 Introduction............................................................................................................................................. 1 1.1 Background of the study ................................................................................................................ 1 1.2. Statement of the problem .............................................................................................................. 4 1.3. Purpose of the study ...................................................................................................................... 4 1.4. Objectives of the study .................................................................................................................. 4 1.5. Research questions ........................................................................................................................ 4 1.6. Scope of the study ......................................................................................................................... 4 1.6.1....
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