A Qualitative Study of Service on Customer Satisfaction

CHAPTER ONE INTRODUCTION 1.1 BACKGROUND TO THE STUDY In recent times, customer’s satisfaction has been the main concern for every hotel and resort. Customers are now more valued and every effort is being made to keep them loyal to the hotel and make them permanent visitors. The hotel industry believes that higher level of customer satisfaction may result in higher levels of repurchase. Repeat purchasing is essential to a continued stream of profitability through achieving higher levels of customer satisfaction (Oliver, 1997). The customers’ satisfaction can be defined as â€Å"the fulfillment response† which they feel towards given service. It has been a judgment that a product or service feature, or the product or service itself,†¦show more content†¦1.3 SCOPE OF THE STUDY The study was carried out in Kampala, Uganda, East Africa. The research study covered Martin Motel as a representative of all other hotels in the area. .Martin Motel is located in Ndeeba a Kampala Suburb just two kilometres from the city Centre and about 25kilometres from the Entebbe International airport. It is located on Kampala Masaka road. For purposes of this study only visitors to the Motel were considered and the study lasted for one month. A total of 113 respondents were chosen purposively to answer the questionnaires 1.4 STRUCTURE OF THE REPORT In order to analyse customers’ satisfaction with the service at Martin Motel in Ndeeba, this study will review the current literature in the context of customers’ satisfaction and the services provided by the hotel industry. It will also examine the customers’ satisfaction in relation with the services provided at Martin Motel through the primary data. For this purpose, in the literature review chapter, different theories relating to service, customers’ satisfaction and different categories of hotels will be reviewed. The methodology chapter will present philosophy and methods of research undertaken for this study. It will also describe the sampling, data collection tools and the method for data analysis. The fourth chapter will present the results of the research in relation with demographic analysis of the respondents and their satisfaction levelShow MoreRelatedCustomer Service Of Janata Bank Limited Essay1134 Words   |  5 Pagesproven itself as a pro fitable venture with its superior products and customer services. Janata Bank Limited (PBL) is a fast growing private sector bank in Bangladesh. In terms of quality services and value addition to shareholders, janata Bank Limited is already maintaining its position at the top slot. 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Summary The Crucible - 1272 Words

Blake Allison Period #1 AP NOVEL FORM 1. Title (underline): The Crucible 2. Author (first and last name) and date of first publication: Arthur Miller 1953 3. List four main characters with a one-sentence description of each. a. John Proctor- John Proctor, the husband of Elizabeth Proctor, is a serious farmer who lives on the edge of Salem hiding the secret sin of his adultery and disbelieving in the witch trials. b. Reverend Parris- Reverend Parris, the Reverend in Salem, is a conceited man who is greatly concerned with his reputation, money, and ability to teach the people. c. Abigail Williams- Abigail Williams, the niece of Reverend Parris, is a very witty, deceiving girl who had an affair with John Proctor while working as†¦show more content†¦5. Three main settings and one sentence description of each (3 places and a time period). a. A bedroom in Reverend Parris’s house- This setting is a bedroom on the top floor of the house with many furnishings creating a clean feel and a window allowing sunlight to pear in. b. The vestry- The vestry is being used as the courtroom it has two windows, large beams jutting out from the walls, two doors leading in, two benches on both sides of the room, a long meeting table in the middle, and a number of stools surrounding. c. The Jail- The jail is set up with a barred window for prisoners to view the outdoors, a heavy door locking the prisoners in their cells, and two benches in the cell it is during the early morning. d. The overall setting of the play is Salem, Massachusetts in 1692. 6. One paragraph plot summary focusing on main events. The play starts out with the audience learning about how a group of young girls and a slave were dancing in the forest. Reverend Parris the minster in the town saw this occur. Later, Parris’s daughter, Betty, has fallen ill and silent. She was one of the girls dancing. Then accusations of witchcraft come to be as some the townspeople begin to believe that this is what is causing the young girl to be silent. In actuality the girl is just scarred. Reverend Hale, a witch expert, is called into the town to assess the situation. He eventually gets the slave, Tituba, Betty, and Parris’s niece,

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