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Business, Enterprise & Management

Permanent URI for this collectionhttps://eresearch.qmu.ac.uk/handle/20.500.12289/5

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Subject: search.filters.subject.Customer Satisfaction

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Now showing 1 - 3 of 3
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    What Makes Consumers Loyal to a Particular Online Travel Website? Case of booking.com
    (International Journal of Multicultural and Multireligious Understanding, 2023-10-26) Chaichi, Kamelia; John, Leei; Blackledge-Foughali, Gemma
    It is critical for an online travel website to not only attract new customers but only enhance existing customer loyalty to improve the website's image and generate revenue. This research aims to find out the factors that affect loyalty among consumers of online travel websites. The variables in this study were selected after profound research on the literature review and review of the customers' feedback who were using the Booking.com website. Models of antecedents were tested such as price, convenience, experience, and interaction in predicting consumer satisfaction and the impact on brand loyalty among online travel website customers. Data was collected from 420 users of an online travel website (Booking.com) and analysed through the Statistical Package for the Social Sciences (SPSS). The findings show that all constructs influence consumer satisfaction toward online travel websites and consequently influence customer brand loyalty. The research results will create awareness for entrepreneurs, organisations, researchers, and the public to improve marketing strategies and enhance customer retention and brand loyalty. Websites need to consistently deliver high-quality packages and services to stay on top of trends and build trust with customers by providing good service. Live customer service is one of the most significant implications since interaction with the website significantly affects customer satisfaction. As such, websites need to be available in real-time for the customers to enhance brand loyalty. The research outcomes can be beneficial to enhance the reputation of the website and generate more revenue.
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    Service quality during the COVID-19 pandemic: An empirical study
    (Virtus Interpress, 2022-03-31) Aladwan, Khaled; Behno, Munia Khalid Nayef; Aladwan, Raed
    This study aims to examine service quality in the hospitality industry in Jordan aiming to determine whether accommodators are satisfied with the services of hotels. The research also aimed to address if total quality management in the service industry is just as important as it is in the product-based industries. This research followed the quantitative method of closed-ended questions that was conducted online following the probability sampling of simple random sampling. Survey data were collected from 247 participants using the SERVQUAL model. A test of the model was conducted and the results showed that people are mostly satisfied with the quality of the services offered by hotels in Jordan, but were dissatisfied with the speed of the check-in process and that there is only a minimal number of people who are dissatisfied with the service quality. This is one of the first studies that represent a little-researched area of recent times and even less so in Middle Eastern countries during the COVID-19 pandemic. This research paper has shown the significant importance of total quality management in the hospitality industry around the globe and in Jordan specifically, the study shows how service quality can affect the satisfaction of customers and their levels of loyalty, as it has been found that levels of loyalty increase as the levels of satisfaction within the quality of offered services increases
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    Complaints procedures in local government : informing your customers
    (Emerald Group Publishing Limited, 2002-01) Brennan, Carol; Douglas, Alex
    Recently, the British Standards Institution (BSI) issued a new standard: BS 8600:1999 Complaints Management Systems - Guide to Design and Implementation. This standard tends to focus on those systems and procedures that organisations put into motion after a complaint has been received. However, for many customers, particularly of large organisations such as local government services, the problems begin with knowing how to gain access to the complaints system. In the public sector this visibility usually takes the form of some kind of information leaflet which should detail certain basic information that will allow customers to access the complaints system. This paper develops a framework for an effective customer complaints information leaflet and then evaluates Scottish councils' corporate complaints information brochures against this framework to determine whether or not they meet its acceptance criteria for effectiveness. Each leaflet was evaluated against 12 points of good practice developed from both Central Government's guidelines and the new British Standard guidelines. The results showed that although a majority of them met many of the framework criteria, a significant proportion fell well short of what would be deemed acceptable.