To study the impact of employees' performance on customer satisfaction in the hotel industry in Singapore
Cardiff Metropolitan University
MetadataShow full item record
The service industry is dominating the business world and is the dominant component of major developed economics. In the modern service economy, customer satisfaction is a key factor contributing to the success of organization. Customers have changed since the world has changed and is constantly changing. Customers have the high demand of quality of goods and service with lower costs and organizations strive to improve overall performance constantly especially for the workforce in a company. Most businesses depend on employees to deliver quality service. The attitudes and behaviours of employees in hotel industry will effect customer satisfaction because they are direct contact with customers. This study will discuss the factors which will affect employees' performance such as training and development, communication and management styles and also study the impact the employees' performance on customer satisfaction. The research will use quantitative approach to distribute questionnaires to 150 people in Singapore by both of personally administered and online survey. The data will be analyzed by using the statistical software SPSS. After the data analysis, it comes to the conclusion that the factors affect of employees' performance and the relationship between employees' performance and customer satisfaction.
Masters in Business Administration
Showing items related by title, author, subject and abstract.
The role of rewards in overall job satisfaction: A case study of non-managerial, customer service staff in City Inn Bristol hotel Siekierzycka, Agnieszka (Cardiff Metropolitan University, 2010)The purpose of this paper was to investigate, in a broad extent, role of rewards on overall job satisfaction employees in hospitality industry. The case study for this research was City Inn Bristol hotel and sample profile ...
Exploring the relationships between organisations and employee motivation, employee expectations and experiences of missions in value based organisations. Thakkar, Naitik (Cardiff Metropolitan University, 2008)This dissertation is attempted to bring into light the factors which influenced employee motivation, employees expectation followed by employee satisfaction and customer satisfaction. The aims of this dissertation examined ...
Perceptions of Indian managers on the impact of convergent technologies on work and resultant organisational performance in the service Industry Kumar, Sanjeev; Prikshat, Verma; J.Irudhaya, Rajesh; Patel, Parth (Emerald, 2020-10-22)Purpose: This research examines Indian service managers' perceptions on the impact of convergent technologies (CTs) on their work and resultant organisational performance. The research uses four dimensions - task productivity, ...