Hotel quality, subsequently, is a determinant of both customer satisfaction and loyalty. Rather, their satisfaction was determined solely by the performance of the durable good. The effective use of relationship marketing strategies can increase repeat guests and positive word of mouth. There are several ways you can share your data when you publish with Elsevier, which help you get credit for your work and make your data accessible and discoverable for your peers. Edpalina, Kanazawa University Jabez Joshua M.
Regin Assistant Professor, Department of Youth Empowerment, School of Youth Empowerment, Madurai Kamaraj University, Madurai - 625 021, Tamil Nadu, India. First, neither the disconfirmation experience nor subjects' initial expectations affected subjects' satisfaction with it. The journal also gives academics and students the opportunity to critically compare research that enrich knowledge in various disciplines. The results for the durable good are different in important respects. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Leave a blank line before each heading.
Through the analysis of this case we evaluate the overall customer satisfaction level for the hotel and for eachservice supplied. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customerswill return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Authors can quickly and easily transfer their research from a Partner Journal to Heliyon without the need to edit, reformat or resubmit. Chitra Assistant Professor, Department of Commerce, Kristu Jaynati College Autonomous , Bangalore - 560 077, Karnataka, India. In order to be successful in the market it is not sufficient to attract new customers managers must concentrate onretaining existing customers implementing effective policies of customer satisfaction and loyalty. As economic conditions improve, hotels are investing in new ways to improve service quality and perceived value that hopefully will lead to better customer satisfaction and loyalty. Hollister: a symbolically loaded three-syllable noun.
Kanchana Assistant Professor, Department of Business Administration, Arignar Anna Government Arts College, Namakkal - 637 002, Tamil Nadu, India. The review period varies from a day to a week Maximum fifteen days in extra ordinary situations. Colour figures will not be charged extra. It is designed to serve an audience of academic researchers and educators, as well as business professionals, by publishing both theoretical and empirical research relating to international management and strategy issues. This study explores what kinds of relationship marketing activities affect relationship quality between customer-contact employees and hotel guests.
As the level of competition intensifies, service organizations find their offerings becoming similar to one another's specifications. As costs are involved at every stage of the publication process, from manuscript handling form submission to publication, peer-review, copy editing, typesetting, tagging and indexing of articles, Electronic composition and production, hosting the final article on dedicated servers, electronic archiving, server and website update and maintenance, supporting sales and marketing costs to ensure global dissemination and administrative and overheads, and also to maintain the quality standards it has been decided to collect a nominal publication fee. Based on data gathered, with the help of a self-developed and statistically-tested research instrument, from one hundred fifty nine 159 respondents representing one hundred seven hotels 107 of different categories, the study concludes that respondents are overall satisfied with the hotel services but overall improvement is needed in all dimensions of hotel services particularly on Reliability and Responsiveness to make hotel services more effective and efficient. Hotels which are able to understand and satisfy customer's needs make greater profits than those which fail to understand and satisfy them. All words of the keywords, including the first one should be in small letters, except special words e.
The study was conducted at the Golden Tulip hotel, Accra. Srinivasan, Associate Professor, Jamnalal Bajaj Institute of Management Studies, Churchgate, Mumbai - 400 020, Maharashtra, India. Five factors were derived from the factor analysis of 26 service attributes, and the result of regression analysis showed that overall customer satisfaction was related to these five factors. It was found that key practices included concurrent engineering, new-product quality, employee involvement, feedback, maintenance, labor skill level, selection for teamwork potential, process control, and supplier relationships. Mathiyarasan Assistant Professor, Department of Commerce, Kristu Jaynati College Autonomous , Bangalore - 560 077, Karnataka, India.
Therefore,the objective of this study is to find the motivational factors that affect propensity of knowledge sharing insoftware development. Management development is basically synonymous with capacity building to run enterprises in a more efficient way. The Journal of Management and Development Studies aims to cater to global or international readership, thus the broad composition of its Board of Editors and Reviewers. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. It must be thoroughly edited at your end. For residents of Hollister, California, and the surrounding areas, a palpable sense of place characterized by breathtaking bucolic fields nestled in the foothills and hometown pride among the generations of farmers and ranchers … In 2017, as first and second quarter reports came in, it became apparent that the American motorcycle industry — manufacturers and dealers — was heading toward a second straight year of declining sales and depressed profits. A Hong Kong Consumer Council report 1998 stated that complaints against travel agencies had increased by 12.
We see the need for synergy and collaboration between these fields rather than segmentation and isolation. The corporate clients said they would use the facility again, thus, customer loyalty existed among these clients as well as, the individual clients. Premkumar Professor and Director Academics, Muthayammal Engineering College, Rasipuram - 637 408, Tamil Nadu, India. It serves as a forum for review, reflection and discussion informed by the results of recent and ongoing research. Gomathi, Senior Occupational Therapist, King Fahad Medical City, Riyadh, Kingdom of Saudi Arabia.
Contributions rooted in the Indian or International context and reflecting the ethos of Management and Social Sciences are encouraged. CiteScore values are based on citation counts in a given year e. It welcomes papers from both academicians and practitioners on conceptual paradigms, academic research, theories, business models, as well as organizational practices in management and development studies. The journal is published in both online and print versions. This article examines the differences in quality management practices between plants that achieve high, intermediate, and low levels of quality performance.