Please use this identifier to cite or link to this item: http://etd.cput.ac.za/handle/20.500.11838/1220
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dc.contributor.authorLungiswa, Mbungwana Christine
dc.date.accessioned2012-08-29T13:25:27Z
dc.date.accessioned2016-02-18T07:00:54Z
dc.date.available2012-08-29T13:25:27Z
dc.date.available2016-02-18T07:00:54Z
dc.date.issued2009
dc.identifier.urihttp://hdl.handle.net/20.500.11838/1220
dc.descriptionThesis (MTech (Quality (Faculty of Engineering)))--Cape Peninsula University of Technology, 2009.
dc.description.abstractCustomer satisfaction is one of the most important strategic mechanisms of best practice hotel organisations. Daily, managers and employees are continuously faced with the challenges of establishing and maintaining customer satisfaction. The purpose of this study is to seek and identify measures that can be used in the hospitality industry for purposes of assessing and evaluating customer satisfaction and customer service effectiveness. The results from the research will enable hotel owners, managers and decision makers to identify the best practices in customer service design, culminating in customer value. The primary objective of this study is to assess customer expectations and perceptions of service quality in Cape Town based hotels, and to identify the gaps between client expectations and perceptions. This will be used as a basis to investigate the challenges that Cape Town hotels experience pertaining to internal and external customer strategy development and satisfaction. These identified challenges will be used as learning opportunities for improvement in aspects of quality and to establish a usable model for the organisation (hotels) from which strategies can be developed for the effective management of customer relations, and to ensure that customer expectations of service quality are met. The researcher will use SERVQUAL and the Analytic Hierarchy Process (AHP) scoring method to rate the customer’s level of satisfaction with each service attribute into an overall service performance of each hotel. The researcher will recommend an appropriate quality improvement mechanism to measure, analyse and improve processes in the hospitality industry.
dc.language.isoen
dc.publisherCape Peninsula University of Technologyen
dc.rights.urihttp://creativecommons.org/licenses/by-nc-sa/3.0/za/
dc.subjectCustomer satisfaction -- Hotels -- South Africaen_US
dc.subjectHospitality industry -- South Africaen_US
dc.subjectHotel management -- South Africaen_US
dc.subjectQuality assurance -- South Africaen_US
dc.subjectConsumer satisfaction -- Hotels -- South Africaen_US
dc.titleCustomer satisfaction in hotels in Cape Town
dc.typeThesis
Appears in Collections:Industrial and Systems Engineering - Master's Degree
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