scholarly journals Improving Entrepreneurial Innovations for Sustaining Small Medium Hospitality Industry Growth in Ghana

2017 ◽  
Vol 5 (1) ◽  
pp. 224-228
Author(s):  
Adelaide Spio-Kwofie ◽  
Hu Xuhua ◽  
Michael Addai ◽  
Henry Asante-Antwi
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Hospitality Industry ◽  
Business Environment ◽  
Industry Growth ◽  
Customer Needs ◽  
Good Customer Service

This study talks about improving entrepreneurial innovations of small medium hospitality industry (SMHI) in other to sustain it growth in Ghana. Successful stories about SMEs exist but are rare and this causes pauses for concern. Many researchers have established that innovations bring several benefits in countries that are industrialized. Responses from SMHI managers/owners indicate they totally agree small medium hospitality industry is better in relation to one's determination to introduces new service styles and product, good customer service, innovative in selling/ marketing and confidence in trying new service styles. We therefore, recommend management step up their innovative abilities by taking pride in customer needs /customer satisfaction as this will earn small medium hotels new and repeat customers in a highly perishable and competitive business environment.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

Customer service innovations in the Indian hospitality industry

2016 ◽  
Vol 8 (4) ◽  
pp. 416-431 ◽  
Author(s):  
Sonia Bharwani ◽  
David Mathews
Keyword(s):  
Customer Service ◽  
Hospitality Industry ◽  
Qualitative Interviews ◽  
Secondary Data ◽  
Business Environment ◽  
Content Type ◽  
Indian Context ◽  
Physical Asset ◽  
Emotional Level ◽  
Shed Light

Purpose The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience-centric one. This research aims at evolving a typology of customer-centric hospitality innovations. It attempts to explicitly capture the intrinsic DNA of hospitality innovations in the Indian context by exemplifying the typology posited with customer service innovations adopted by contemporary hoteliers that provide new ways of managing and enhancing customer experience. Design/methodology/approach This study is based on primary research through qualitative interviews conducted with select hospitality professionals, supplemented by secondary research in the form of a review of academic literature, as well as other secondary data sources such as company websites and travel websites which shed light on customer service innovations in the Indian context. Findings To develop and sustain competitive advantage, hospitality businesses are increasingly channelizing their efforts to provide innovative and holistic experiential service offerings. Service innovations are being tailored to cater to the unique personal tastes and requirements of hotel guests to connect with individual guests on a personal and emotional level to create memorable hospitality experiences. Research limitations/implications Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in the context of the present customer-centric business environment where hotels are constantly striving to meet the exponentially rising bar of guest expectations. Originality/value The research highlights that it is critical to keep the customers’ perspectives central while designing innovative hospitality products. Further, it is important to create a cadre of innovation champions and service enthusiasts who can engender a culture of service innovation within the organisation.

The Application of Six Sigma in the Hospitality Industry

2015 ◽  
pp. 73-113
Author(s):  
Peter Alatsas ◽  
Ekaterina Vlad
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Performance Improvement ◽  
Customer Service ◽  
Six Sigma ◽  
Business Performance ◽  
Hospitality Industry ◽  
Project Work ◽  
Hotel Sector

This chapter reviews various methods or tools used in modern organizations to improve customer satisfaction and productivity against the relevant body of literature and the popular business performance improvement methodology called Six Sigma. Starwood Hotels and Resorts was the first company in the hotel sector to adopt this system organization-wide in January 2001. Six Sigma is a highly structured performance improvement methodology that is predominately based on project work. This study reveals how Six Sigma can assist managers to improve performance in three main areas: improve customer service, product quality, and the quality of decision making from improving organization-wide processes.

scholarly journals The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital

2018 ◽  
Vol 150 ◽  
pp. 05087
Author(s):  
Novalia Agung W. A.
Keyword(s):  
Customer Satisfaction ◽  
Interpersonal Communication ◽  
Customer Service ◽  
Private Hospital ◽  
Quantitative Approach ◽  
Perspective Theory ◽  
Loyal Customer ◽  
Good Customer Service ◽  
Theory Of Value ◽  
The Impact

Customer Service has a considerable role. In order to retain the loyal customer, their attitude should be friendly, courteous, patient, and willing to listen to what customer said. Good Customer Service should create customer satisfaction for it is the presence of customer determines the existence of the company. This condition is also true for hospital as it is the case of Sari Asih Hospital in Ciledug, Indonesia. Sari Asih Hospital is a private hospital whose average patients are more than 700 patients monthly. This study assume that the interpersonal communication might be the cause. In constructing the argument, this paper will use the Humanistic Perspective Theory and the Theory of Value Expectancy. Quantitative approach will be the method and the survey will use the accident sampling among customers. It was found that the Impact of Interpersonal Communication Sari Asih Hospital toward Customer Satisfaction is has possitive effect.

Customer Relations

2020 ◽  
pp. 145-164
Author(s):  
Philippe D’Iribarne ◽  
Sylvie Chevrier ◽  
Alain Henry ◽  
Jean-Pierre Segal ◽  
Geneviève Tréguer-Felten
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Social Relations ◽  
Customer Relations ◽  
Cultural Background ◽  
Business Success ◽  
Business Transactions ◽  
Good Customer Service ◽  
Cultural Marketing ◽  
Business To Business

Everywhere customer satisfaction is crucial to business success. As a result, cross-cultural marketing has extensively studied the specific cultural expectations of customers regarding products and services. It has also investigated the influence of cultures on negotiation processes, especially in business-to-business transactions. However, the literature has overshadowed that what customer relations mean and how they are maintained vary across cultures. Three examples from China, France, and Côte d’Ivoire respectively illustrate different conceptions of customer relations. In each country, relations to customers make sense according to the prevailing forms of social relations. Providing, as well as obtaining, good customer service in each context requires an understanding of that specific cultural background.

scholarly journals MANAJEMEN PELAYANAN ISLAMI DALAM MENINGKATKAN KEPUASAN KONSUMEN DI TOKO ALFA BAROKAH KECAMATAN GAYAM KABUPATEN SUMENEP

2021 ◽  
Vol 2 (2) ◽  
pp. 127-143
Author(s):  
Santi Ekawati ◽  
A. Muhyiddin Khotib
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Providers ◽  
Business Management ◽  
Weather Factors ◽  
Inhibiting Factor ◽  
Good Customer Service ◽  
The Creation

The creation of consumer or customer satisfaction can make a harmonious relationship between service providers and customers. Since the establishment of the Alfa Barokah store, the needs of the community on the island of Sapudi have begun to be easy and easy to shop in meeting their daily needs. Provide and serve all the needs of the community in order to obtain financial and strengthen business management that is oriented towards service and obtaining halal profits, providing good customer service, providing all products for consumer needs. The discussion in this study is as follows: How is Islamic Management in increasing customer satisfaction at the Alfa Barokah store, Gayam District, Sumenep Regency? And what are the inhibiting and supporting factors in increasing customer satisfaction at the Alfa Barokah store, Gayam District, Sumenep Regency? Based on the results of research and studies that have been carried out by researchers, it shows that 1) Alfa Barokah Stores have treated consumers Islamically such as applying smiles, greetings and greetings to customers, paying attention to appearance and keeping clothes neat, having good and polite employees, providing some facilities and infrastructure and also respects customers like a king. 2) The inhibiting factor for the Alfa Barokah store is the slow delivery of goods due to weather factors. While the supporting factor is applying the attitude of Compliance, Reability, Empathy to customers.

scholarly journals THE DEVELOPMENT OF CHATBOT APPLICATION ON LINE MESSAGING PLATFORM FOR CUSTOMER SERVICE IN JOGJA SEWA KAMERA

Compiler ◽  
2018 ◽  
Vol 7 (2) ◽  
pp. 91
Author(s):  
Dimas Pratama Jati ◽  
Muhammad Rifqi Maarif
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Conversion Rate ◽  
Business Environment ◽  
Small Company ◽  
Customer Care ◽  
On Line ◽  
Highly Correlated

In recent days, customer care is one of the pivotal aspects in business environment. Quick and reliable response to any of customer question was highly correlated to customer satisfaction and obviously affect the conversion rate of any kind of products or services offered to them. Jogja Sewa Camera is a small company which the main business is to rent a camera. That company serve no less than 25 booking request and questions about the product they offered to the customer. With the limitation of operational staff, the work for responding the customer booking request and question is a bit overwhelmed. Thus, an automated mechanism was built in this research to help the company to handle the customer service. In this research, a chatbot based on Line Messaging Platform was developed for automatic customer service. This chatbot can answer any of frequent or common question and booking request from the customer.

scholarly journals IPTEKS PELAYANAN PRIMA TERHADAP KINERJA BAGIAN KEUANGAN ATAS KLAIM DANA PENSIUN PT TASPEN (PERSERO) CABANG MANADO

2018 ◽  
Vol 2 (02) ◽  
Author(s):  
Mutia Larasati S. Midu ◽  
Sherly Pinatik
Keyword(s):  
Customer Satisfaction ◽  
Financial Performance ◽  
Old Age ◽  
Customer Service ◽  
Social Insurance ◽  
Pension Fund ◽  
Insurance Companies ◽  
Good Service ◽  
Good Customer Service

PT TASPEN (Persero) Manado Branch is a State-owned business entity whose task is to manage social insurance programs which in this case handle the pension fund and old age savings program. Then, in its service, PT TASPEN (Persero) certainly requires the existence of procedures that are implemented in order to achieve customer satisfaction. Good service in insurance companies is certainly very influential on the assessment of financial performance and the existence of companies in shutter outside the company. Influence on financial performance because in the implementation of its main duties the part that regulates the problem of claiming funds is the field of services and benefits, where the fields are directly related to customers. So it is very important that there is good customer service so that it can carry out its duties and responsibilities in accordance with the objectives of the company, which is to become a trusted, clean and healthy pension and THT social insurance provider.Keywords : Insurance, pension fund, Costumer Service

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

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