Customer satisfaction and customer complaint : Case Ayaba Hotel Bamenda
Lovetta, Shu (2021)
Lovetta, Shu
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021060915329
https://urn.fi/URN:NBN:fi:amk-2021060915329
Tiivistelmä
The topic of the research work is customer satisfaction and customer complaint. The objectives of the research work were to find out the reasons customers complaints and how to handle the complaints in a way that will satisfy the customer. The case company that was used was Ayaba Hotel Bamenda, it is a 3-star hotel and the only government owned hotel in the city of Bamenda. The researcher wanted to find out if the customers faced any problems and how the company handled the problem in order to increase their satisfaction.
The main elements of theoretical framework were the concepts of customer complaints, types of customer complaints, strategies to collect customer feedback, steps in handling customer complaints. Also, the concept of customer satisfaction was discussed, the importance of customer satisfaction, how to measure and achieve customer satisfaction.
Both the qualitative and the quantitative methods were used in this research work. Questionnaires were sent to the customers of Ayaba Hotel to know the problems they faced and how satisfied they were with the way the complaints were handled. An interview was conducted with the manager to know the various means through which the company got feedback from its customers and how they handled the complaints.
From the data gathered from the questionnaires, it was seen that customers faced problems and when the complaints were reported some were satisfied with the way the complaints were handled and some were dissatisfied. Also, from the interview with the manager it was realised that the company does not focus more to find out if the customers faced any problems and if the customers do not complaint the company will have little or no idea about the customer’s dissatisfaction. After getting the results of the research recommendations were given to the case company on how to collect and handle customer’s complaints in a way that will satisfy and keep them loyal.
The main elements of theoretical framework were the concepts of customer complaints, types of customer complaints, strategies to collect customer feedback, steps in handling customer complaints. Also, the concept of customer satisfaction was discussed, the importance of customer satisfaction, how to measure and achieve customer satisfaction.
Both the qualitative and the quantitative methods were used in this research work. Questionnaires were sent to the customers of Ayaba Hotel to know the problems they faced and how satisfied they were with the way the complaints were handled. An interview was conducted with the manager to know the various means through which the company got feedback from its customers and how they handled the complaints.
From the data gathered from the questionnaires, it was seen that customers faced problems and when the complaints were reported some were satisfied with the way the complaints were handled and some were dissatisfied. Also, from the interview with the manager it was realised that the company does not focus more to find out if the customers faced any problems and if the customers do not complaint the company will have little or no idea about the customer’s dissatisfaction. After getting the results of the research recommendations were given to the case company on how to collect and handle customer’s complaints in a way that will satisfy and keep them loyal.