EXPECTATİON AND COMPLAINTS / MOHAMMED AYMAN EL JABRI; SUPERVISOR: ASST. PROF. DR. IMAN AGHAEI
Dil: İngilizce 2023Tanım: viii, 55 sheets; 31 cm. Includes CDİçerik türü:- text
- unmediated
- volume
Thesis
| Materyal türü | Geçerli Kütüphane | Koleksiyon | Yer Numarası | Durum | Notlar | İade tarihi | Barkod | Materyal Ayırtmaları | |
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Thesis
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CIU LIBRARY Tez Koleksiyonu | Tez Koleksiyonu | YL 2870 J23 2023 (Rafa gözat(Aşağıda açılır)) | Kullanılabilir | Tourism and Hotel Management Department | T3228 | |||
Suppl. CD
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CIU LIBRARY Görsel İşitsel | YL 2870 J23 2023 (Rafa gözat(Aşağıda açılır)) | Kullanılabilir | Tourism and Hotel Management Department | CDT3228 |
Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Tourism and Hotel Management Department
Includes bibliography (sheets 46-51)
ABSTRACT
Consumers are mainly interested in comfort and quality. They assess value for their
money by evaluating the level of treatment they anticipate from a hotel with what they
actually receive. They may feel unhappy and decide not to use the hotel's services
again if they believe their payment exceeds the value of the service they received.
Hotel managers have paid close attention to customer complaint behavior because
unhappy guests can engage in a variety of complaints actions that can damage a hotel's
reputation. They have also identified as a means of improvement, on the one hand; to
analyze and understand the dysfunctions of the hotel industry and the quality problems,
and on the other hand; to satisfy the customers.
In addition, customer complaints must be integrated into the continuous improvement
process. Therefore, it is crucial for hotels to pay attention in a carefully way to the
reactions of their customers, as this will ensure better agreements and understanding.
This study will look at customer expectation and complaints about hotel services in
Morocco. The primary goals are to examine the customer expectation and complaint
behavior towards hotel services from four hotels in two cities in Morocco. A
descriptive quantitative research design will be used to accomplish this by using a
basic random sampling for 177 respondents. Data from the participants will be
gathered using a well-structured questionnaire. Then it will be collected and processed
with SPSS software and analyzed using percentages, distributions, frequency, means
and chi-square analysis.
Based on the findings of the study, it is recommended that hotels prioritize meeting
customers' expectations by addressing their complaints and concerns. Hotel managers
should develop a system for collecting and analyzing customer feedback to improve
the quality of their services continually.
Keywords: Customer complaints, Customer complaint behavior, Customer
expectations, Dissatisfaction, Perception, Satisfaction.