Please use this identifier to cite or link to this item: http://hdl.handle.net/20.500.12306/11405
Title: Customer care and customer satisfaction in hotels: a case study of Sheraton Hotel
Authors: Namubiru, Stella
Keywords: Customer care
Customer satisfaction
Hotels
Sheraton Hotel
Issue Date: Sep-2016
Publisher: Kampala International University, College of Economics and Management
Abstract: The study was intended to investigate the relationship between customer care and customer satisfaction in the hotel industry a case study of Sheraton hotel. The objectives of the study were to examine to examine customer care strategies used by Sheraton hotel, to establish the customer care service level at Sheraton hotel, to examine the relationship between customer care services and customer satisfaction to achieve the above objectives, the researcher collected primary data and secondary data. The researcher used descriptive analysis and SPSS and used a sample of 100 respondents, 60 hotel customers and 60 Sheraton hotel employees who were selected using purposive sampling and simple random technique. The research findings showed that customer care services and activities at Sheraton hotel are generally good. Activities such as parking space, security, front desk services, hotel guides, and customer attention services increase customer care satisfaction. It's concluded that there exists a strong relationship between customer care and customer satisfaction. It's recommended that employee motivation and employee training should be increased to improve customer care services and so customer care satisfaction
Description: A Research Report Submitted to College of Economics and Management in Partial Fulfillment of the Requirement of the Award of a Degree of Bachelor of Tourism and Hotel Management at Kampala International University
URI: http://hdl.handle.net/20.500.12306/11405
Appears in Collections:Bachelor of Tourism and Hotel Management

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