scholarly journals Customer Satisfaction in Hotel Cinta Sayang Resort, Sungai Petani, Kedah, Malaysia: a Qualitative Approach

2020 ◽  
pp. 97
Author(s):  
Qistina binti Rabean ◽  
Yusuf Haji-Othman
Keyword(s):  
Customer Satisfaction ◽  
Hotel Industry ◽  
Psychological Factor ◽  
Qualitative Approach ◽  
The State ◽  
Quantitative Approach ◽  
Future Studies ◽  
Questionnaire Method ◽  
The Relationship

The abstract is to examine customer satisfaction in hotel industry among customer at Hotel Cinta Sayang Resort in the state of Kedah, Malaysia using a quantitative approach. This research is to identify what is the factor that influences customer satisfaction in hotel industry. There are a few objectives for this research which are to identify the relationship between tangible, reliability, responsiveness, confidence and communication toward customer satisfaction. By using a questionnaire method, all 30 questionnaires complete by 30 respondents and this questionnaire is valid for further analysis this study finds that the satisfactions in hotel are tangible, reliability, responsiveness, confidence and communication. From the findings, most of the factors are fairly influencing customer satisfaction were identified. This study recommends more explorations in the area of hotel industry using a quantitative approach and future studies should focus on internal or psychological factor of customer satisfaction.

scholarly journals Strategi Relasi antara Franchisor dan Franchisee pada Usaha Waralaba Chifry

REPRESENTAMEN ◽  
2020 ◽  
Vol 6 (02) ◽  
Author(s):  
Monika Teguh ◽  
Jeremy Santoso ◽  
Sasha Kurnia Njotoharsojo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Relations ◽  
Qualitative Approach ◽  
Mutual Understanding ◽  
Case Study Method ◽  
Mutual Exchange ◽  
Increasing Trend ◽  
The Relationship

Franchise is a business license from the franchisor to the franchisee. The franchise business industry continues to show an increasing trend every year. One of the food franchise businesses that has successfully developed and has outlets in various cities in Indonesia is ChiFry. ChiFry has been established since 2015 and now has 27 outlets throughout Indonesia. This study aims to determine the relationship strategy of the franchisor with the franchisee in the ChiFry food business, where ChiFry within 4 years succeeded in opening 25 franchise branches. The research is based on customer relations theory because the franchisee is a customer of the franchisor. This research uses a descriptive qualitative approach with the case study method. The results of this study indicate that all elements of the relationship strategy at ChiFry such as commitment, communication, trust, respect, mutual understanding, confidentiality, and mutual exchange work well, thus encouraging customer satisfaction. This research also shows that when the franchisor meets aspects of customer satisfaction such as quality perception, perceived value, and handling complaints, it will create loyalty from the franchisee. Loyalty is manifested in the form of not breaking the contract of cooperation with the franchisor.Keywords : Customer Relations, Franchise, Relationship Strategy, Customer Satisfaction, Customer Loyalty

scholarly journals The Relationship Between Community Knowledge and Management of TOGA

2017 ◽  
Vol 1 (3) ◽  
pp. 359
Author(s):  
Ike Rosmanita ◽  
Saharuddin Saharuddin
Keyword(s):  
Medicinal Plants ◽  
Local Knowledge ◽  
Statistical Tests ◽  
Good Condition ◽  
Qualitative Approach ◽  
Quantitative Approach ◽  
Community Knowledge ◽  
High Category ◽  
Basic Resource ◽  
The Relationship

Local knowledge is a basic resource who passed down from one generation to another generation. Every region has a different knowledge to manage and utilize plants in the yard including medicinal plants. This study try to analyze the condition of the yard agroekosistem, analyze the level of local knowledge about medicinal plants, analyze level management of medicinal plants, analyze the relationship between level of local knowledge with the level management of mrdicinal plants, and analyze the relationship between local knowledge with condition of yard agroekosistem. This reseach used a quantitative approach and supported with qualitative approach as a method of reseach. The results showed condition of yard agroekosistem has a good condition and people have used their yard around the house. The results also showed that the level of local knowledge about medicinal plants classified as moderate. Beside that the level  managemet of medicinal plants classified in the high category. Based on statistical tests, we can know that there is no relationship between local knowledge with the level management of medicinal plants.Keywords: health, livelihood, medicinal plants, yard-----------------------------------------------------------------------------------------ABSTRAKPengetahuan lokal merupakan pengetahuan yang diwariskan secara turun temurun dari satu generasi kapada generasi berikutnya. Masing-masing wilayah memiliki pengetahuan tersendiri dalam pengelolaan dan pemanfaatan berbagai tanaman termasuk tanaman obat. Tujuan penelitian ini adalah untuk menganalisis kondisi agroekosistem pekarangan masyarakat, menganalisis tingkat pengetahuan lokal masyarakat mengenai tanaman obat, menganalisis tingkat pengelolaan tanaman obat, menganalisis hubungan pengetahuan lokal dengan tingkat pengelolaan tanaman obat, dan menganalisis hubungan pengetahuan lokal dengan kondisi agroekosistem pekarangan. Metode yang digunakan adalah pendekatan kuantitatif dan didukung dengan pendekatan kualitatif. Hasil penelitian menunjukkan bahwa agroekosistem pekarangan masyarakat sudah dimanfaatkan secara optimal. Hal ini dapat dilihat dari kondisi pekarangan masyarakat yang ditanam berbagai jenis tanaman termasuk tanaman obat. Hasil penelitian juga menunjukkan bahwa tingkat pengetahuan lokal masyarakat mengenai tanaman obat tergolong sedang, sedangkan tingkat pengelolaan  tanaman obat tergolong dalam kategori tinggi. Berdasarkan uji statistik yang dilakukan, tidak terdapat hubungan antara pengetahuan lokal dengan tingkat pengelolaan tanaman obat.Kata kunci: kesehatan, nafkah, pekarangan, tanaman obat

scholarly journals Management of relationship between customer satisfaction and services in hotel industry in Prishtina

2017 ◽  
Vol 6 (2) ◽  
Author(s):  
Dr.Sc. Shpresa Reshidi ◽  
MSc. Adelina Zeqiri ◽  
MSc. Saranda Kajtazi
Keyword(s):  
Customer Satisfaction ◽  
Hotel Industry ◽  
Demographic Variables ◽  
Customer Relationship ◽  
Significant Relation ◽  
Scientific Publications ◽  
Paper Review ◽  
The Relationship ◽  
Self Administered Questionnaire ◽  
Contingency Test

Nowadays, when companies more and more are oriented towards the customer, it is important to make a research on customer satisfaction. This paper will describe the management of relationship between customer satisfaction and services in hotel industry in Pristina.In the first part of the paper, review of the literature of different authors, from books and scientific publications. From the literature we achieved to understand customer relationship management, customer satisfaction and relationship between services and customer satisfaction. The literature review helped us to successfully carry out research for understanding the relationship between customer satisfaction and services in hotel industry.The second part of the paper includes research conducted by collecting data through self-administered questionnaire. The survey was conducted in five hotels in Pristina, where respondents through the questionnaire have expressed satisfaction with the services of the hotel. The collected data are presented through different tables, amounting to an analysis of the reliability of variables, the correlation between them and testing hypotheses through multivariate regression and contingency test. From the findings, we concluded that the tangible aspect of the hotel services, the seriousness aspect of the hotel services, the responsiveness aspect of the hotel services and the empathy aspect of the hotel services have a significant relation with customer satisfaction. But, the demographic variables did not have any significant relation with the level of customer satisfaction with services.Finally, from the obtained results it was possible to draw conclusions and recommendations for future researchers in this area.

scholarly journals The effect of CRM on employee performance in banking industry

2021 ◽  
Vol 9 (2) ◽  
pp. 295-306 ◽  
Author(s):  
Lis M. Yapanto ◽  
Ahyar Muhammad Diah ◽  
Kannapat Kankaew ◽  
Anita Kusuma Dewi ◽  
William Rene Dextre-Martinez ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Statistical Method ◽  
Multinational Corporation ◽  
Banking Industry ◽  
Employee Performance ◽  
Relationship Management ◽  
Strong Relationship ◽  
Quantitative Approach ◽  
Consumer Loyalty ◽  
The Relationship

The relationship between the organization and its clients is the life of every enterprise, whether it is a multinational corporation of several billion employees and a multi-million-deposit business or sole traders with a handful of daily customers. The relationship between the organization and its traditions is the key concern. Between these two cases, consumer relationship management (CRM) is the same in theory and may differ significantly. Both the company and consumers have some factors to meet, such as the desires and expectations of all sides, before forming a contract. We need to earn a profit to succeed and to improve clients expect excellent support, better goods and reasonable pricing. The implementation of a CRM program will impact consumer service and customer knowledge for various purposes. Likewise, adopting a CRM strategy would definitely affect consumer loyalty and awareness. CRM guarantees that consumers are happy and strengthens ties between the company and its clients. Such practices improve the partnership between customers and sales representatives. The study carried out the quantitative approach in the delivery of the questionnaire to more than 100 bank customers. In concise and inferential statistics, the data were handled using the SPSS statistical method. Data indicates that the strong relationship between consumer loyalty and customer happiness of CRM technologies occurs and the stronger the overall customer satisfaction score, the larger the volume of CRM technology deployed.

scholarly journals Assessing Customer Satisfaction Towards Service Quality in the Hospitality Industry

2021 ◽  
Vol 16 (1) ◽  
pp. 67-73
Author(s):  
Siti Rapidah Omar Ali ◽  
Siti Norsuhaizam Norizan ◽  
Nur Shafini Mohd Said ◽  
Khalid Amin Mat ◽  
Fatanah Jislan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Service Industry ◽  
Hotel Industry ◽  
Three Dimensions ◽  
Hotel Management ◽  
Convenience Sampling ◽  
The Relationship ◽  
Survey Approach

It is proven true that the main subjects addressed by every service industry nowadays are service quality and customer satisfaction. Hence, virtuous customers’ evaluation of services is crucial for the firms. Delivering good quality service is leading to attain today’s competitive environment. This study attempts to assess the relationship between service quality and customer satisfaction in the hotel industry in Malaysia. SERVQUAL model of service quality has been used to measure the relationship between three independent variables namely Tangibility, Reliability and Responsiveness and a dependent variable that is customer satisfaction. A number of 217 hotel guests in a three-star hotel in Kuala Terengganu were selected as a sample by using a convenience sampling method. The questionnaire was used as a research instrument in a survey approach. The findings indicated that all three dimensions of service quality have a positive relationship with customer satisfaction. Responsiveness seems to be the most significant factor in satisfaction. This study contributes to the enhancement and standardization of service quality management in firms especially the hotel industry in Malaysia. The findings would offer better understanding and recommendations for hotel management transformation and practices.

scholarly journals THE GROWING ISSUE OF BUSINESS FRAUD IN BURKINA FASO: WHAT BEST PREVENTION DEVICE?

2021 ◽  
Vol 2 (7) ◽  
pp. 437-457
Author(s):  
Lassané Nacoulma ◽  
Dr. Lirassê Akouwerabou ◽  
Dr. Théophile Bindeouè Nassè
Keyword(s):  
Control System ◽  
Burkina Faso ◽  
Control Systems ◽  
Internal Control ◽  
Qualitative Approach ◽  
The State ◽  
Quantitative Approach ◽  
Internal Control System ◽  
Organizational Framework

This study shows the state of fraud in businesses in Burkina Faso while diagnosing anti-fraud schemes. Thanks to this research carried out on Burkinabè companies, the results show that fraud affects all sectors of activity. It also exposes the limits of anti-fraud systems, which are essentially: the limits of the organizational framework, the weakness of the internal control system and the lack of an anti-fraud culture. To conduct our research, a quantitative approach is used to collect and interpret the data and the qualitative approach to deepen the analyzes. The results show that fraud is very real and affects the majority of companies: among the causes are weaknesses in internal control systems. To do this, we have proposed ways to identify the risks of fraud, thwart them and prevent them. This concerns particularly the mapping of fraud risks and the implementation of the anti-fraud system.Keywords: Fraud, Business, Prevention, Systems.

scholarly journals Determination of Brand Loyalty in Telecommunication Industry: a Literatur Review

2018 ◽  
Vol 7 (3.30) ◽  
pp. 59
Author(s):  
Ikramuddin . ◽  
Muhammad Adam ◽  
Hizir Sofyan ◽  
Faisal .
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Brand Loyalty ◽  
Telecommunications Industry ◽  
Telecommunication Industry ◽  
Brand Trust ◽  
Future Studies ◽  
The Relationship

This study focuses on the concept of "brand loyalty". The concept of brand loyalty is an important issue in the telecommunication industry and is one of the strategies in relationship marketing. This paper reevaluates the comprehensive determinants of brand loyalty, by testing the model proposed in previous research as a determinant of brand loyalty. The determinants of brand loyalty are service quality, customer satisfaction and brand trust. Several previous studies have addressed the relationship between service quality, customer satisfaction, and brand trust with brand loyalty and the study also presents various current research shortcomings and trends for future studies in the telecommunications industry.  

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