TY  - BOOK
AU  - Jabri,Mohammed Ayman El
AU  - Aghaei,Iman
TI  - EXPECTATİON AND COMPLAINTS
PY  - 2023///
KW  - Consumer behavior
KW  - Dissertations, Academic
KW  - Satisfaction
KW  - Perception
N1  - Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Tourism and Hotel Management Department; Includes bibliography (sheets 46-51)
N2  - 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
ER  -