Show simple item record

dc.contributor.authorSandor, Adrienn
dc.contributor.authorQuek, Mary
dc.date.accessioned2012-08-20T09:01:31Z
dc.date.available2012-08-20T09:01:31Z
dc.date.issued2010
dc.identifier.citationSandor , A & Quek , M 2010 , Superior customer service to face intensified competition : A case study of a budget hotel in Watford . in 1st International Conference for Research in Tourism, Hospitality and Leisure (Shkoder, Albania) .
dc.identifier.otherPURE: 562753
dc.identifier.otherPURE UUID: 162e2567-6353-4328-908f-acea220d6918
dc.identifier.urihttp://hdl.handle.net/2299/8894
dc.description.abstractPurpose – This study aims to obtain regular guests’ views regarding customer satisfaction in Watford North Premier Inn. Methodology – Self administered questionnaires were distributed over a month’s period in 2009 and 2010 to measure guest satisfaction with the hotel and key drivers of customer delight. Data was analysed using Microsoft Excel. Findings - The results indicate that repeat customers are satisfied with the customer service attributes of the hotel with higher positive scores in 2009 than 2010. The results show that regular customers are not entirely satisfied with the tangible elements of the hotel experience. Research limitations - As the questions are designed to test customer satisfaction in Watford North Premier Inn, the results cannot be generalised. Further research needed to establish a trend in Premier Inn. Practical implications - It would be necessary to adopt advances in technology, such as free Wi-Fi and the installation of an air conditioning system since the hotel group mainly targets business customers. Watford North Premier Inn should incorporate customer service training for both reception and housekeeping staff to advance themselves in their job and avoid customer complaints.en
dc.language.isoeng
dc.relation.ispartof1st International Conference for Research in Tourism, Hospitality and Leisure (Shkoder, Albania)
dc.titleSuperior customer service to face intensified competition : A case study of a budget hotel in Watforden
dc.contributor.institutionDepartment of Marketing and Enterprise
dc.contributor.institutionSocial Sciences, Arts & Humanities Research Institute
dc.contributor.institutionCentre for Research on Management, Economy and Society
dcterms.dateAccepted2010
rioxxterms.typeOther
herts.preservation.rarelyaccessedtrue


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

Show simple item record