EXPECTATİON AND COMPLAINTS / (Kayıt no. 290612)
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| 000 -BAŞLIK | |
|---|---|
| Sabit Uzunluktaki Kontrol Alanı | 03115nam a22002897a 4500 |
| 003 - KONTROL NUMARASI KİMLİĞİ | |
| Kontrol Alanı | KOHA |
| 005 - EN SON İŞLEM TARİHİ ve ZAMANI | |
| Kontrol Alanı | 20230717092941.0 |
| 008 - SABİT UZUNLUKTAKİ VERİ ÖGELERİ - GENEL BİLGİ | |
| Sabit Alan | 230717d2023 c ||||| m||| 00| 0 eng d |
| 040 ## - KATALOGLAMA KAYNAĞI | |
| Özgün Kataloglama Kurumu | CY-NiCIU |
| Kataloglama Dili | eng |
| Çeviri Kurumu | CY-NiCIU |
| Açıklama Kuralları | rda |
| 041 ## - DİL KODU | |
| Metin ya da ses kaydının dil kodu | eng |
| 090 ## - Yerel Tasnif No | |
| tasnif no | YL 2870 |
| Cutter no | J23 2023 |
| 100 1# - KİŞİ ADI | |
| Yazar Adı (Kişi adı) | Jabri, Mohammed Ayman El |
| 245 10 - ESER ADI BİLDİRİMİ | |
| Başlık | EXPECTATİON AND COMPLAINTS / |
| Sorumluluk Bildirimi | MOHAMMED AYMAN EL JABRI; SUPERVISOR: ASST. PROF. DR. IMAN AGHAEI |
| 264 ## - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE | |
| Date of production, publication, distribution, manufacture, or copyright notice | 2023 |
| 300 ## - FİZİKSEL TANIMLAMA | |
| Sayfa, Cilt vb. | viii, 55 sheets; |
| Boyutları | 31 cm. |
| Birlikteki Materyal | Includes CD |
| 336 ## - CONTENT TYPE | |
| Source | rdacontent |
| Content type term | text |
| Content type code | txt |
| 337 ## - MEDIA TYPE | |
| Source | rdamedia |
| Media type term | unmediated |
| Media type code | n |
| 338 ## - CARRIER TYPE | |
| Source | rdacarrier |
| Carrier type term | volume |
| Carrier type code | nc |
| 502 ## - TEZ NOTU | |
| Tez Notu | Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Tourism and Hotel Management Department |
| 504 ## - BİBLİYOGRAFİ NOTU | |
| Bibliyografi Notu | Includes bibliography (sheets 46-51) |
| 520 ## - ÖZET NOTU | |
| Özet notu | ABSTRACT<br/>Consumers are mainly interested in comfort and quality. They assess value for their <br/>money by evaluating the level of treatment they anticipate from a hotel with what they <br/>actually receive. They may feel unhappy and decide not to use the hotel's services <br/>again if they believe their payment exceeds the value of the service they received. <br/>Hotel managers have paid close attention to customer complaint behavior because <br/>unhappy guests can engage in a variety of complaints actions that can damage a hotel's <br/>reputation. They have also identified as a means of improvement, on the one hand; to <br/>analyze and understand the dysfunctions of the hotel industry and the quality problems, <br/>and on the other hand; to satisfy the customers. <br/>In addition, customer complaints must be integrated into the continuous improvement <br/>process. Therefore, it is crucial for hotels to pay attention in a carefully way to the <br/>reactions of their customers, as this will ensure better agreements and understanding.<br/>This study will look at customer expectation and complaints about hotel services in <br/>Morocco. The primary goals are to examine the customer expectation and complaint <br/>behavior towards hotel services from four hotels in two cities in Morocco. A<br/>descriptive quantitative research design will be used to accomplish this by using a<br/>basic random sampling for 177 respondents. Data from the participants will be <br/>gathered using a well-structured questionnaire. Then it will be collected and processed <br/>with SPSS software and analyzed using percentages, distributions, frequency, means <br/>and chi-square analysis.<br/>Based on the findings of the study, it is recommended that hotels prioritize meeting <br/>customers' expectations by addressing their complaints and concerns. Hotel managers <br/>should develop a system for collecting and analyzing customer feedback to improve <br/>the quality of their services continually.<br/>Keywords: Customer complaints, Customer complaint behavior, Customer <br/>expectations, Dissatisfaction, Perception, Satisfaction. |
| 650 #0 - KONU BAŞLIĞI EK GİRİŞ - KONU TERİMİ | |
| Konusal terim veya coğrafi ad | Consumer behavior |
| Alt başlık biçimi | Dissertations, Academic |
| 650 #0 - KONU BAŞLIĞI EK GİRİŞ - KONU TERİMİ | |
| Konusal terim veya coğrafi ad | Satisfaction |
| Alt başlık biçimi | Dissertations, Academic |
| 650 #0 - KONU BAŞLIĞI EK GİRİŞ - KONU TERİMİ | |
| Konusal terim veya coğrafi ad | Perception |
| Alt başlık biçimi | Dissertations, Academic |
| 700 1# - EK GİRİŞ - KİŞİ ADI | |
| Yazar Adı (Kişi adı) | Aghaei, Iman |
| İlişkili Terim | supervisor |
| 942 ## - EK GİRİŞ ÖGELERİ (KOHA) | |
| Sınıflama Kaynağı | Dewey Onlu Sınıflama Sistemi |
| Materyal Türü | Thesis |
| Geri Çekilme Durumu | Kayıp Durumu | Sınıflandırma Kaynağı | Kredi için değil | Koleksiyon Kodu | Kalıcı Konum | Mevcut Konum | Raf Yeri | Kayıt Tarih | Source of acquisition | Yer Numarası | Demirbaş Numarası | Son Görülme Tarihi | Fatura Tarihi | Materyal Türü | Genel / Bağış Notu | Toplam Ödünçverme |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Onlu Sınıflama Sistemi | Tez Koleksiyonu | CIU LIBRARY | CIU LIBRARY | Tez Koleksiyonu | 17.07.2023 | Bağış | YL 2870 J23 2023 | T3228 | 17.07.2023 | 17.07.2023 | Thesis | Tourism and Hotel Management Department | ||||
| Dewey Onlu Sınıflama Sistemi | CIU LIBRARY | CIU LIBRARY | Görsel İşitsel | 17.07.2023 | Bağış | YL 2870 J23 2023 | CDT3228 | 17.07.2023 | 17.07.2023 | Suppl. CD | Tourism and Hotel Management Department |