To study the impact of employees' performance on customer satisfaction in the hotel industry in Singapore
Cardiff Metropolitan University
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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
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