Customer satisfaction at Newton Park Hotel & Resort Ltd
Okafor, Obinna (2024)
Okafor, Obinna
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202403265196
https://urn.fi/URN:NBN:fi:amk-202403265196
Tiivistelmä
Within the burgeoning tourism industry in developing countries, hotel businesses represent a primary revenue source, prompting a surge in establishments seeking to capitalize on this lucrative market. Recognizing the pivotal role of customer satisfaction in sustaining competitiveness, this study focuses on evaluating the current level of customer satisfaction within Newton Park Hotel, a prominent four-star hotel situated in the bustling capital city of Abuja, Nigeria.
Employing the five dimensions of the service quality framework, this research undertakes a comprehensive examination of customer satisfaction levels. The study is structured into theoretical and empirical segments, encompassing an exploration of pertinent theories, objectives, research questions, and methodologies.
Drawing from established theories of customer satisfaction, customer loyalty, and service quality, the research employs qualitative approaches, primarily utilizing online questionnaires and interviews as primary data sources. Analysis of the gathered data indicates a generally positive level of customer satisfaction at Newton Park Hotel, particularly regarding service quality.
However, areas for improvement, notably facilities and internet services, are identified to sustain and elevate customer satisfaction levels.
By addressing areas of enhancement, Newton Park Hotel can further fortify its position in the competitive hospitality landscape, ensuring enduring customer satisfaction and loyalty.
Employing the five dimensions of the service quality framework, this research undertakes a comprehensive examination of customer satisfaction levels. The study is structured into theoretical and empirical segments, encompassing an exploration of pertinent theories, objectives, research questions, and methodologies.
Drawing from established theories of customer satisfaction, customer loyalty, and service quality, the research employs qualitative approaches, primarily utilizing online questionnaires and interviews as primary data sources. Analysis of the gathered data indicates a generally positive level of customer satisfaction at Newton Park Hotel, particularly regarding service quality.
However, areas for improvement, notably facilities and internet services, are identified to sustain and elevate customer satisfaction levels.
By addressing areas of enhancement, Newton Park Hotel can further fortify its position in the competitive hospitality landscape, ensuring enduring customer satisfaction and loyalty.