Nps Net Promoter Score

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  • Topic: Loyalty business model, Customer satisfaction, Customer
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  • Published : September 5, 2011
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NPS
Net Promoter Score
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Research assignment for Hotel unknown: Study to the Net Promoter Score, and the application process within the company ______________________________________________

Thesis
19 July 2010
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Presented for the Rotterdam Business School,
A faculty of Hogeschool Rotterdam

PREFACE

This report is a graduation assignment written and composed in assignment of Hotel unknown and the Rotterdam Business School, faculty of the Hogeschool Rotterdam. I would like to thank Pieter Bas van de Burg and Mirjam Veenstra for giving me the opportunity to conduct my graduation research at your organization. Also Kristian Nielsen for his guidance and supervision throughout the whole research process and Eric Waterman for providing me with the literature that enabled me to create a design for the research.

Melano Winter
EXECUTIVE SUMMARY

TABLE OF CONTENT

Chapter 1 INTRODUCTION
1.1 Introduction case company 6
1.2 Case study7
1.3 Problem definition8
1.4 Thesis objectives8
1.5 Research questions8
1.6 Chapter’s summary9

Chapter 2 LITERATURE REVIEW
2.1 The SERVQUAL-model10
2.2 The Net Promoter Score12
2.3 Cronbach’s α13
2.4Student’s T-test14
2.5 Regression analysis15

Chapter 3 RESEARCH METHODOLOGY
3.1 Introduction16
3.2 Research design16
3.3 Data collection and research questions 16
3.4 Measures taken for creditable results17
3.5 Table of research steps18
3.6 Chapter’s summary18

Chapter 4 RESEARCH RESULTS: EXPLORATORY STUDY
4.1 Introduction19
4.2 RQ1: How is Hotel unknown service quality framework defined?19 4.2.1 GAP-analysis20
4.2.2 RATER-analysis21
4.2.3 Conclusive summary 22
4.3 RQ2: What are the pros and cons for Hotel unknown when using the NPS as a measurement tool?23
4.3.1 Background: Rent-a-Car Case23
4.3.2 Principles of the NPS 25
4.3.3 Claims of refutations26
4.3.4 Conclusive summary28

Chapter 5 RESEARCH RESULTS: EXPLANATORY STUDY
5.1 Introduction29
5.2 Selection of useful data29
5.2.1 Cronbach’s ( analysis30
5.2.2 Conclusive summary 30
5.3 RQ 3: Which factors have a significant influence on the NPS of Hotel unknown?31 5.3.1 NPS City – NPS Coast & Water – NPS Green31
5.3.2NPS Promoters – NPS Detractors33
5.3.3 NPS new customers - NPS known customers39

Chapter 6 CONCLUSIONS AND RECOMMENDATIONS
6.1 Conclusions exploratory study40
6.2 Conclusions explanatory study41
6.3 Recommendations42
6.4 Final conclusion 43

CHAPTER 7 BIBLOGRAPHY AND APPENDICES
7.1 Bibliography43
7.2 Appendix A Statistical table44
7.3 Appendix B Interviews45
7.4 Appendix C Customer survey48

CHAPTER 1 | INTRODUCTION

1.1 CASE COMPANY
Hotel unknown is a Dutch hostel chain founded in 1929, providing hospitality services with 29 accommodations in the Netherlands. It is the only hostel chain in the Netherlands. Hotel unknown is part of Hostelling International, the biggest hostel chain in the world with over 5,000 hostels in 80 countries. Hotel unknown is market leader in the Dutch group- and budget accommodations with annually almost 900,000 stay in 29 hostels. The hostels are located throughout the Netherlands and are divided over three destinations:

Cities - 7 hostels, located in the heart of Amsterdam, Rotterdam, The Hague, Haarlem and Maastricht. Nature – 10 hostels, situated in or near green surroundings. Coast and Water – 12 hostels, situated at the coast of the Netherlands or at recreational waters.

The Hotel unknown...
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