000			03115nam a22002897a 4500
003			KOHA
005			20230717092941.0
008			230717d2023 c ||||| m||| 00| 0 eng d
040			_aCY-NiCIU _beng _cCY-NiCIU _erda
041			_aeng
090			_aYL 2870 _bJ23 2023
100	1		_aJabri, Mohammed Ayman El
245	1	0	_aEXPECTATİON AND COMPLAINTS / _cMOHAMMED AYMAN EL JABRI; SUPERVISOR: ASST. PROF. DR. IMAN AGHAEI
264			_c2023
300			_aviii, 55 sheets; _c31 cm. _eIncludes CD
336			_2rdacontent _atext _btxt
337			_2rdamedia _aunmediated _bn
338			_2rdacarrier _avolume _bnc
502			_aThesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Tourism and Hotel Management Department
504			_aIncludes bibliography (sheets 46-51)
520			_aABSTRACT 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.
650		0	_aConsumer behavior _vDissertations, Academic
650		0	_aSatisfaction _vDissertations, Academic
650		0	_aPerception _vDissertations, Academic
700	1		_aAghaei, Iman _esupervisor
942			_2ddc _cTS
999			_c290612 _d290612