A Study on Hotel Front Office Practices and Its Impact on Guest Satisfaction with Reference to the Vivanta by Taj Blue Diamond, Pune

2015 ◽  
Vol 1 (2) ◽  
Author(s):  
Rasika Gumaste ◽  
Ritu Bhagwat ◽  
Puneet Thakkar
Keyword(s):  
Service Quality ◽  
Positive Impact ◽  
Satisfaction Level ◽  
Front Office ◽  
Guest Satisfaction

The case study of Vivanta by Taj Blue Diamond, Pune focuses on finding the innovative practices of the Front Office Department and measuring their impact on guest satisfaction. Based on the findings it was observed that there was a positive impact of innovative practices, service quality, courtesy, competency and responsiveness (CCR) of staff on guest satisfaction level in the hotel.

Environmental Management Practices in the Hotel Industry for Eco Tourism & Its Sustainability

2016 ◽  
Vol 2 (1) ◽  
Author(s):  
Ajay Kumar Mithilesh Rai
Keyword(s):  
Environmental Management ◽  
Pilot Study ◽  
Service Quality ◽  
Management Practices ◽  
Positive Impact ◽  
Hotel Industry ◽  
Satisfaction Level ◽  
Environmental Management Practices ◽  
Green Practices ◽  
Guest Satisfaction

As per my pilot study conducted on Star Hotels (3-5) to see the degree of Greenness in operation using Environmental Management Practices Indicators for Sustainability & Profitability as well in due course and measuring their impact on guest satisfaction. Based on the findings it was observed that there was a positive impact of innovative green practices, service quality, courtesy, competency and responsiveness (CCR) of staff on guest satisfaction level in the hotel.

scholarly journals THE ANALYSIS OF THE SERVICE QUALITY ON FRONT OFFICE DEPARTMENT IN BALI NUSA DUA HOTEL

2020 ◽  
Vol 6 (1) ◽  
pp. 54
Author(s):  
Wayan Kiki Sanjaya ◽  
A.A. Agung Wijaya ◽  
Kadek Feni Aryati ◽  
Reinaldo Rafael
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Satisfaction Level ◽  
Alternative Strategies ◽  
Descriptive Research ◽  
Screening Study ◽  
Front Office ◽  
Guest Satisfaction ◽  
Quantitative Descriptive

This study analyzes the guest satisfaction level of service quality on front office department in Bali Nusa Dua Hotel. As many hotels are emerging up, hence companies being required to improve the service quality on front office department in order to achieve customer satisfaction. In reality, although in generally, the services in Bali Nusa Dua Hotel is good, but having some shortcomings, this became an obstacle in improving the service quality. Therefore, the problem raised in this study is how the service quality and alternative strategies in improving the service quality on front office in Bali Nusa Dua Hotel. This is a quantitative descriptive research. The data of research were obtained from observations, questionnaires, interviews, and documentation studies. The data were further tabulated with the results of the study which found that although the average guest were satisfied with the front office service, empathy is needed to be optimized as one of the alternative strategies and as a screening study that led to the satisfaction of the guests staying overnight.

scholarly journals The Influence of Service Quality and Price on Customer Satisfaction: Case Study of PT. Lion Mentari Airlines

2021 ◽  
Vol 5 (1) ◽  
pp. 51-62
Author(s):  
Sudarmawan Samidi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Strategic Management ◽  
Research Method ◽  
Quantitative Research ◽  
Sampling Method ◽  
Aviation Industry ◽  
Satisfaction Level ◽  
Purposive Sampling

The purpose of this research is to examine the influence of service quality and price partially or simultaneously to customer satisfaction level on using services from PT. Lion Air flight operation at Soekarno Hatta Airport. Quantitative research method is used in this study through questionnaires to 160 respondents. Purposive sampling method was chosen to collect the data, then the data were then analysed using SPSS to achieve the study’s objective. The results showed that service quality and price have significant effect on customer satisfaction simultaneously and partially. This study give contribution for the practitioners in aviation industry to put service quality and price as one of their strategy to increase customer satisfaction, and this study also can be used by academicians and future researchers to enhance their knowledge in the field of marketing and strategic management.  

scholarly journals The Impact of Mergers and Acquisitions on Service Quality of Banks in Ghana: Case Study of Ecobank and Access Bank Ghana

2015 ◽  
Vol 10 (12) ◽  
pp. 167
Author(s):  
Johnson Yeboah ◽  
Ernest K. Asirifi ◽  
Samuel Ampadu
Keyword(s):  
Service Quality ◽  
Mergers And Acquisitions ◽  
Positive Impact ◽  
Secondary Data ◽  
Perceived Service Quality ◽  
Services Delivery ◽  
The Government ◽  
The Impact

Ghana has witnessed a wave of mergers and acquisitions (M & As) in the banking industry following the bank recapitalization initiative by the government in 2008. This raises an important question concerning the trade-off between the possible efficiency gains and efficiency losses as banks merge into one large unit. The objective of this study was to find out how Mergers & Acquisitions have impacted service quality of consolidated banks in Ghana. A descriptive and explanatory design was adopted as the study sought to describe customer perceived service quality and to also explain the relationship between M & As and service quality. An ANOVA and T-tests techniques were used to analyze primary and secondary data gathered. Findings from the study indicated that M & As had positive impact on overall service quality. The conclusion drawn by the researchers indicates that mergers and acquisitions offer superior growth and financing option for banks. This in turn promotes economic efficiency through improvements in costs and services delivery.

scholarly journals Enhancing customer satisfaction in terms of service quality in supermarket - The case study of Big C supermaket in HCMC

2020 ◽  
Vol 3 (1) ◽  
Author(s):  
Trinh Thuy Anh ◽  
Phan Minh Tai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Satisfaction Level ◽  
Personal Interaction ◽  
Quality Scale ◽  
Retail Service ◽  
Determining Factors ◽  
Retail Service Quality ◽  
Interaction Problem

This paper aimed at determining factors effecting customer satisfaction in terms of service quality as well as evaluating satisfaction level of shoppers in Big C Supermarket. A survey of 158 shoppers in various Big C supermarkets in HCMC has evaluated retail service quality according to Retail Service Quality Scale (RSQS) which composes of 5 dimensions namely physical aspects, reliability, personal interaction, problem solving and policy. The findings show that there are three factors mainly effecting on customer satisfaction in Big C, those factors are Reliability, Problem Resolving and Policy. Based on the result of survey, practicle solutions recommended to Big C for improvement of service quality in order to close gaps that could lead to increasing customer satisfaction.

Academic Satisfaction among Students A Case Study of Business Schools in Gr. Noida

2016 ◽  
Vol 5 (1) ◽  
Author(s):  
Priyanka Malik ◽  
Akash ◽  
Vyom Raisurana
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Teaching Methodology ◽  
Satisfaction Level ◽  
Quality Factors ◽  
Academic Satisfaction ◽  
The Relationship

The purpose of this study is to examine satisfaction of students from academics while pursuing higher education in the field of business in India, focusing on a variety of service quality factors such as, teaching methodology, delivery and assessment, quality of study material, understandability etc. Study relies on finding the relationship between service quality variables and student satisfaction at an academic institution. The motive behind conducting this research is to analyze, how academics play a crucial role in affecting satisfaction level of students, catering students in Noida region.

scholarly journals Application of the Servqual method to analyze the satisfaction level of hotel services and facilities

SinkrOn ◽  
2021 ◽  
Vol 5 (2) ◽  
pp. 239-245
Author(s):  
Nur Ainun ◽  
Volvo Sihombing ◽  
Masrizal Masrizal
Keyword(s):  
Service Quality ◽  
Quality Score ◽  
Average Score ◽  
Satisfaction Level ◽  
Perceived Service Quality ◽  
A Value ◽  
Level Of Satisfaction ◽  
Guest Satisfaction ◽  
Star Classification

With so many hotels and other accommodation facilities in the city of Medan. More and more people are coming and staying and using the facilities at each hotel. Whether it's rooms, meeting room facilities, facilities to hold events, and much more are available in every hotel. Every hotel wants to give satisfaction to guests who come to use the hotel facilities and services. Likewise with SwissbeliNN hotels which have a 3 (three) star classification. Therefore, the opinions of guests and complaints given are very useful to improve the quality of hotel services. To find out, we will look at the satisfaction level of each guest. In this case, the writer applies the servqual method to see the level of guest satisfaction that has been obtained. To find out what is still lacking in the services provided. The purpose of this research is to find out the shortcomings of the hotel for the services provided to hotel visitors, as well as to fulfill the complaints of each visitor to the hotel from the results of the research carried out, with the objectives described later to be able to provide solutions to hotel leaders to fulfill the research results. obtained. The research methods carried out include collecting data directly from the hotel related to the problems that arise to be researched, literature studies, analyzing the problems to be studied based on the data collection that has been obtained, designing applications to overcome problems that arise and making it easier to find out the level of satisfaction of visitors. against managed hotels, as well as testing applications that are made to test the level of success obtained from the application being built. Based on the research conducted, the average perceived service quality score was 3.54. This score is in the somewhat unsatisfactory category when compared with the average score of service quality score which is perceived to be lower than expected. This indicates a gap. The highest average score is given to responsiveness with a value of 3.62 while the lowest score is given to the dimension of empathy with a value of 3.44.

scholarly journals Guest satisfaction level towards bartender services at the Melia Bali Hotel’s Tapas Bar

2021 ◽  
Vol 3 (1) ◽  
pp. 21-26
Author(s):  
G. Wahyu Putra Perdana ◽  
◽  
Ida Ayu Elistyawati ◽  
I Made Darma Oka ◽  
I Ketut Astawa ◽  
...  
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Total Sample ◽  
Satisfaction Level ◽  
Validity And Reliability ◽  
Good Service ◽  
Guest Satisfaction ◽  
Cartesian Diagram

The purpose of this study was to determine the level of guest satisfaction with bartender services and efforts made by bartenders to increase guest satisfaction at the Melia Bali Hotel’s Tapas Bar. Data was obtained by distributing questionnaires that have been tested for validity and reliability, with a total sample of 60 respondents. Then, the data is processed with service quality techniques and important performance analysis presented with Cartesian diagram. The result showed that guest satisfaction with bartender services the Melia Bali Hotel’s Tapas Bar as a whole has shown good service as indicated by the gap of service quality scores. The result of the important performance analysis show more positive service quality gap scores than negative service quality scores.

– The contribution of satisfaction antecedents to the satisfaction rate of the beneficiaries and the rate of their confidence in banking services – A comparative study: إسهام مسيرات الرضا في معدل رضا المستفيدين ومعدل ثقتهم في الخدمات المصرفية – دراسة مقارنة بين فرع بنك المزارع التجاري السوداني بشارع القصر بالخرطوم وفرع حي العرب بأم درمان –

2021 ◽  
Vol 5 (20) ◽  
pp. 89-66
Author(s):  
Mohamed Sielkhatim Mohamed Mohamed Sielkhatim Mohamed
Keyword(s):  
Service Quality ◽  
Commercial Bank ◽  
Satisfaction Level ◽  
Banking Services ◽  
Bank Branch ◽  
Bank Branches ◽  
Study Approach ◽  
Perception Of Quality

    This study aims to determine the contribution of satisfaction antecedents (the level of expectations of the beneficiaries of the service before benefiting from it, the level of their perception of quality, the level of their perception of the value of the services, the level of quality of service elements dimensions) to the level of the beneficiaries' satisfaction with the services of each branch of the Sudanese Farmer Commercial Bank in Al- Qasr Street in Khartoum and in Hay Al Arab district in Omdurman. Also determining the contribution of the beneficiaries' satisfaction level to their loyalty to the services of both the Sudanese Farmer commercial Bank branches in Al Qasr Street in Khartoum and in Hay Al arab district in Omdurman. In this study, the descriptive and analytical approach was used with regard to the theoretical side, while the case study approach was adopted with regard to the field side, by applying the theoretical study on the case of the Sudanese Farmer commercial Bank both branches, Al Qasr Street in Khartoum and Hay Al arab district in Omdurman. The data were analyzed using the (SPSS) (Statistical Packages for Social Sciences) program. The study reached several results, the most important of which are: The contribution of the service quality components to the beneficiaries ’satisfaction level with the services of Sudanese Farmer Commercial Bank branch of Hay Alarab district in Omdurman, with a low rate (30.2%) compared to the contribution of the service quality components to the beneficiaries’ satisfaction level with the services of Sudanese Farmer Commercial Bank branch of Al- Qasr Street in Khartoum, which showed a high percentage (60.4%).Several recommendations emanated from these results, the most important of which are: Making this research guide to create models for measuring levels of satisfaction and confidence in banking services in all branches of the Sudanese Farmer Commercial Bank, as well as implementing an effective monitoring system and writing reports on the implementation of the results and recommendations aimed at improving services and ensuring that they are applied as recommended.    

Sign in / Sign up

Export Citation Format

Share Document