Assessing the Impact of Hotel Physical

INTERVIEWS

In this research the dependent variable is overall level of customer satisfaction. On the other hand, the Independent variable is the quality of service offered by the hotel which can be used to measures the customer satisfaction level. The independent variables include dimensions such as responsiveness, empathy, Reliability, tangibility and assurance

Do the Physical facilities (such as Hotel’s Equipment, Appearance of employees or communication materials) in your hotel influence the level of customer satisfaction?

This question is about an independent variable (a tangible aspect of the hotel and how it affects customer satisfaction). This question will allow the respondent to explain how they feel about the physical aspects of the hotel and how they feel the level of its physical status affect the quality of service. If the hotel has high-quality physical structures or facilities, this will likely influence customers positively towards visiting it frequently hence showing a high level of customer satisfaction. However, if the hotel has poor quality physical facilities, very few customers will be attracted to the hotel because the clients will not be satisfied Adding a focus on business dissertation help is going to further enhance the understanding of all these dynamics in the context of the structured academic.

Does the Timeliness of the services (prompt services) your hotel provide influence customer satisfaction? If yes, please explain how This question is about responsiveness, an independent variable that can be used to measure the level of customer satisfaction. This question will allow the respondent to explain how they feel about how responsiveness or prompt services to customers influence the quality of services and customer satisfaction. If the hotel has employees who meet customer requirements without delay and through high-quality services, the customers are likely to appreciate the service being offered by the hotel. However, if customers have to wait for delayed services where the hotel provides slow services, customers might not like the services at all.

Does the employee demonstration of knowledge in answering customer questions and their consistent good in your hotel influence customer satisfaction? This question relates to the assurance of customers (a dimension of an independent variable) that can influence the level of customer satisfaction. This question will allow respondents to demonstrate how customer’s assurance of the high-quality services offered in the hotel (when employees show that they have the knowledge to answer questions asked by customers concerning the services being provided and when they are consistently courteous) influences their satisfaction. It is likely that when employees in a hotel show a lack of knowledge about services being offered and when they are less polite, customers might not be satisfied with the quality of services being provided.

Do customers come back again when the services offered to them are reliable? For instance when it promises something to the customers and fulfils the promise or when it performs its services correctly on the client’s first visit?

This question is also related to reliability which is a dimension of the research’s independent variable (customer satisfaction). By answering this question, the respondents will shed light on how when the hotel’s administration can influence customer satisfaction by fulfilling their responsibilities or their promises to customers. For instance, about improving customer services, making improvements or refurbishing the facility or other areas and how doing so can result in increased customer satisfaction or even repeat services. It is likely that when the hotel administration fails to fulfil their promises to customers, their trust in the services being offered will be lost and they might look for other hotels for better services.

Does your hotel give personal attention to customers with specific needs and how do these personal services affect customer retention?

This question is related to the independent variable dimension that is customer satisfaction and is about empathy, which I believe affects customer satisfaction. Through the answers provided for this question, the research will get some knowledge about how empathy, where customer needs are met through giving them personal attention and showing them that the hotel has their best interest and understand their specific needs. It is likely that when customers feel that the hotel is meeting their interests, they will get satisfied with the services being offered. However, in case the hotel is just profit oriented and does not neglect customers personal needs, they might look for better services elsewhere.

This is also about assurance and is an essential aspect of customer satisfaction because it deals with how safe customers feel concerning their money and the transactions involved. When customers feel secure making transactions with the hotel, they are likely to do business with the hotel and visit frequently. However, when customers feel like they are at risk of losing their money when they transact with the hotel, they may avoid doing business with the hotel and might not visit thus showing that they are not satisfied with the quality of transaction services being offered.

This question will allow respondents to mention other factors which are not included in the questions within the questionnaire and which are related to the independent variables (quality of services offered) and how they think such factors affect the level of customer satisfaction.

What other factors influence the perceptions of the clients concerning the services offered by your hotel?

This question will also allow respondents to shed more light on the factors they believe affect the view of customers (both potential customers and old customers) about the quality of services being offered. These factors could be other than the ones mentioned in the questionnaire (the physical nature of the hotel, the behaviour of employees, assurance of services, empathy and so forth), these factors could be others such as the view of customers on hotels competitiveness concerning quality of services offered, its compliance with the law and other customer reviews about the quality of the services provided in the hotel. With this knowledge, there will be an understanding of the external and internal factors of the hotel which influence the quality of services offered and the rate of customer satisfaction.

Looking for further insights on Assessing Operations Management in Supply Chain and Quality? Click here.