Impact of service quality customer satisfaction The Case of sheraton resot HOTEL ALGERIA
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Date
2020-09
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Journal ISSN
Volume Title
Publisher
Ecole des Hautes Etudes Commerciales
Abstract
Customers are the link to a business success. A business organization should focus on a
huge number of customers, for this, customer satisfaction and loyalty should be incorporated
along the long-term goals. This thesis was implemented to study the concept of service quality,
customer satisfaction and its relationship. The objective of this research is to analyze the impact
of service quality on customer satisfaction. The thesis project examines service quality provided
by Sheraton resort hotel and customer satisfaction received by its customers. Recommendations
on improving the service quality and getting customer retention are proposed.
In this thesis, the theoretical background chapters review studies on service quality and
customer satisfaction and the relationship between these two terms. Various methods that have
been explained and used to measure customer satisfaction and the outcome results of having
loyal customers are presented. The thesis presents best practices and the relevant
recommendation on how to improve Sheraton resort’s customer satisfaction level. This result
was accomplished using a quantitative research method through an online questionnaire survey
for the hotel’s customers.
In conclusion, the thesis reveals that the current service level of Sheraton resort hotel
can be marked as positive and customers are very satisfied with the service. However,
improvement on certain things should be done in order to increase the level of customer
satisfaction. It is recommended that the company should improve its service regarding feedback
system, implement staff training as well as conduct regular advertising campaign to attract new
customers and also to inform existing customers about upcoming events.
Description
Keywords
Service quality, Customer Satisfaction, Customer Loyalty, Quality management, Hotel