CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN MBUNGWANA CHRISTINE LUNGISWA 2009 CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN by MBUNGWANA CHRISTINE LUNGISWA Dissertation submitted in fulfilment of the requirements for the degree Master of Technology: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology Supervisor: A Bester Co-supervisor: Prof. Dr. J A Watkins D. Phil.‚ D. Com.‚ Ph. D. Bellville November 2009 ii DECLARATION I‚ Christine Mbungwana‚ hereby
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2007 1 CONTENTS Introduction to Customer Satisfaction Case Scenario Research Objective Methodology - Survey Method - Sampling Method - Determining Sample Size Questionnaire Design Analysing Result Conclusion Appendix Bibliography Word Count: 2‚721 Page 3 4 4 4 6 9 10 11 12 2 Introduction to Customer Satisfaction Satisfaction arises when an expectation is being fulfilled. Customer satisfaction refers to the extent to which customers are happy with the products and services
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yet i don’t hate starbucks because i don’t like THEIR coffee if you don’t like the people who go there‚ well‚ then you’re profiling‚ if you don’t like the people who work there‚ why? people call them snobby‚ i call them nice‚ you try working in customer service everyday‚ people are assholes‚ and the workers at starbucks are always really nice to me‚ or at least you can tell they try‚ and of course there will be a rude one every now and then‚ you’ll find this at EVERY DECENT SIZED BUSINESS IN THE
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Sample Customer Satisfaction Survey Are you looking for a sample customer satisfaction survey from which you could choose several questions to include in your research project? Before you choose specific questions or even a sample customer satisfaction survey‚ you should already have an excellent idea what information you are looking for‚ and should have already taken Steps 1 and 2 in the marketing research process. Relationship-based customer satisfaction research‚ often simply referred
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2012 THE DRIVERS OF CUSTOMERS’ SATISFACTION OF AIRTEL BANGLADESH LIMITED M. S. Hossain1*‚ M. A. Hossain2 and M. J. A. Siddikee3 M. S. Hossain‚ M. A. Hossain and M. J. A. Siddikee (2012). The Drivers of Customers’ Satisfaction of Airtel Bangladesh Limited. Bangladesh Res. Pub. J. 7(4): 437-445. Retrieve from http://www.bdresearchpublications.com/admin/journal/upload/09366/09366.pdf Abstract The study attempts to identify the most important drivers of customers’ satisfaction of Airtel in Bangladesh
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FACTORS AFFECTING CUSTOMER SATISFACTION : A STUDY ON MARUTI-SUZUKI Name : PROSEN SAHA 11/MBA/34 AKNOWLEDGEMENT Firstly‚ I would like to thank my project guide Mr.Subhadip Sarkar for giving me the opportunity to work on this project. His valuable suggestions‚ guidance and supervision had helped us to a great extent in accomplishing this project. This project has no doubt has given us the knowledge and the experience. I also take this opportunity to thank all the Respondents for their
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In Proceedings of the 17th IEE UK Teletraffic Symposium‚ Dublin‚ Ireland‚ May 16-18‚ 2001 QUANTIFYING CUSTOMER SATISFACTION WITH E-COMMERCE WEBSITES Hubert Graja and Jennifer McManis1 Abstract E-commerce is an increasingly significant part of the global economy. Users of E-commerce Web sites often have high expectations for the quality of service‚ and if those expectations are not met‚ the next site is only a click away. A number of performance problems have been observed for E-commerce Web sites
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International Colloquium on Computing‚ Communication‚ Control‚ and Management Study on the Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in B2C E-commerce Yangcheng Hu Department of Management Engineering Nanchang Institute of Technology Nanchang‚ China hyczju@126.com Although‚ a number of studies have documented the relationship between service quality‚ satisfaction and loyalty in traditional service industries and e-commerce settings‚ theoretical foundations as well
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OBJECTIVES OF THE STUDY: 1. To find out the customer satisfaction of the car segments in Hyderabad market. 2. To know about the features of major participants of car industry. 3. To analyze the consumers attitude towards Hyundai Cars. 4. To elicit the influencing factors which the people consider when they are planning to buy a car. 5. To study the consumers attitude and customer satisfaction with respect to Hyundai. 6. To know the customer attitude towards after sales service. 7. To verify the
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A STUDY OF THE RELATIONSHIP BETWEEN ABSENTEEISM AND JOB SATISFACTION ABSTRACT Absenteeism - employees not showing up for work when scheduled is a major problem for organizations. Absenteeism is a habitual pattern of absence from a duty or obligation. Traditionally‚ absenteeism has been viewed as an indicator of poor individual performance‚ as well as a breach of an implicit contract between employee and employer As competitiveness of companies increases and fierce cost reduction applied to
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