scholarly journals THE IMPORTANCE OF CUSTOMER SATISFACTION AND SUPREME SERVICE PROVISION IN THE HOTEL INDUSTRY: A CASE STUDY OF SURABAYA PLAZA HOTEL

2007 ◽  
Vol 3 (1) ◽  
Author(s):  
Yusak Anshori ◽  
Viviane Langner
Keyword(s):  
Customer Satisfaction ◽  
Service Provision ◽  
Hotel Industry ◽  
Plaza Hotel

Improving service provision through better management and measurement of customer satisfaction in facilities management

2010 ◽  
Vol 12 (4) ◽  
pp. 220-233 ◽  
Author(s):  
Matthew Tucker ◽  
Michael Pitt
Keyword(s):  
Mixed Methods ◽  
Customer Satisfaction ◽  
Performance Measurement ◽  
Service Provision ◽  
Facilities Management ◽  
Content Type ◽  
Instrumental Case Study ◽  
Instrumental Case ◽  
The Uk

PurposeThe purpose of this paper is to investigate the application of a customer performance measurement system (CPMS) to demonstrate how facilities management (FM) organisations can enhance their existing processes for measuring the customer satisfaction of their service provision.Design/methodology/approachCustomer performance measurement in FM is the process of capturing, measuring, and improving the satisfaction of FM customers. A generic CPMS was developed that FM organisations can adopt to improve their existing service provision. The CPMS was developed using a mixed methods approach was adopted. An instrumental case study was used to test the CPMS. The case study represented what was deemed as a typical FM organisation in the UK. The effectiveness of the CPMS application was first validated internally by the instrumental case study. A series of collective case studies were then used to validate the CPMS externally, by testing a series of other FM companies in the UK to provide further understanding of the potential application of the CPMS.FindingsThe findings suggest that by adopting a strategic model that incorporates a balance of quantitative and qualitative methods to gain customer satisfaction of FM service provision, can enhance an FM organisation's existing processes of gaining customer satisfaction.Originality/valueAlthough there are many studies researching performance measurement in FM, there is a lack of knowledge on the application of customer performance measurement. This paper contends that there is a need to develop a mixed methods system that is not limited to gaining quantitative findings of customer satisfaction, but also gains wider qualitative findings that investigate customer expectations and perceptions of FM service provision. Generic customer satisfaction benchmarks in the UK FM industry were also established, and formed a crucial component of the CPMS.

scholarly journals The Role of Selected salient attributes on Customer Satisfaction in Hotel Industry; A Case Study of Mbeya City Hotels

2021 ◽  
Vol 12 (2) ◽  
Author(s):  
William L. Mboma ◽  
Doreen Ngaiza ◽  
Beatrice G. Yamlinga ◽  
Bundala M. Kate
Keyword(s):  
Customer Satisfaction ◽  
Hotel Industry

scholarly journals Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

2015 ◽  
Vol 11 (10) ◽  
Author(s):  
Nguyen Hue Minh ◽  
Nguyen Thu Ha ◽  
Phan Chi Anh ◽  
Yoshiki Matsui
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Industry

What Matters to South African Bank Customers? A Case Study of four Main South African Banks

2015 ◽  
Vol 6 (1and2) ◽  
Author(s):  
Kingstone Mutsonziwa
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Language Usage ◽  
Face To Face ◽  
Bank Resolution ◽  
African Context ◽  
Key Drivers ◽  
Investment Advice

This paper is a follow-up article based on the first article titled Customers speak for themselves: A case of Customer Satisfaction in the four Main South African Banks. Customer satisfaction within the banking industry is very important in the South African context. Although banks are trying their best to give their customers the best service, it is important to continuously measure customer satisfaction and identify service attributes that contribute to overall customer satisfaction for the banks. The data used in the analysis is based on a quantitative survey of 500 randomly selected customers in Pretoria, Johannesburg, Durban and Cape Town were interviewed using a face to face methodology. The key drivers of overall customer satisfaction based on regression analysis for the different banks were helpfulness and innovativeness (ABSA), helpfulness, innovativeness of the bank, resolution of problems and investment advice (FNB), language usage and friendliness of service consultants (Nedbank), innovativeness of the bank, investment advice and use of language (Standard bank). These attributes were important to the overall customer satisfaction and need to be closely monitored by the management of these banks.

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