customer satisfaction in hotels in CT

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

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DECLARATION

I, Christine Mbungwana, hereby declare that the contents of this dissertation represent my own unaided work, and that the dissertation has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the Cape Peninsula
University of Technology.

Signed

Date

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ACKNOWLEDGEMENTS

I would like to express my sincere gratitude and appreciation to the following:  JEHOVAH my Creator for making the impossible, possible.
 My one and only Mbungwana‟s family for their motivation and support.
 My husband to be, Sbusiso Paul Ndlovu for his unconditional love and support.  My gifted co-supervisor Prof. Dr. J.A. Watkins, for his guidance and support.
 My wonderful supervisor Mr. A. Bester
 My academic mentors Mr. Pat McLaren and Dr. Oswald Franks, for their motivation.  All the case study hotels that I conducted my research from and a special
Thank you to Cape Grace Hotel and Peninsula Hotel in Cape Town for allowing me to meet, interview and talk to their guests and employees.

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ABSTRACT
Customer satisfaction is one of the most important strategic mechanisms of best practice hotel organisations. Daily, managers and employees are continuously faced with the challenges of establishing and maintaining customer satisfaction.
The purpose of this study is to seek and identify measures that can be used in the hospitality industry for purposes of assessing and evaluating customer satisfaction and customer service

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