Customer Satisfaction And worker SatisfactioN Customer approval And worker Satisfaction

Abstract

“Treat others as you would like to be treated” this is the golden rule and the basis for the success and recognized service quality of the Menzies Strathmore Hotel in Luton. Its dedication to its customer's and employee's of offering the highest standards when delivering their service has made it the benchmark in luxury hotels. Menzies Strathmore Hotel in Luton constantly endeavors to maintain and improve the quality of its services. Menzies Strathmore Hotel in Luton has been a major innovator in the hospitality industry, developing services to make business travel more productive and efficient, and leisure travel stress-free and more enjoyable. The aim of this essay is to discover and examine the service quality of this string of links which has concentrated its value amongst its human assets and of course its clientele. Through this we will compare and relate them to service quality theories that it relates to as well as examining other theories towards service quality and contrast them to the Menzies Strathmore approach. The brand, its marketing, the shortage of the kind of service, etc. are all lesser factors which will also be loOKed at and examined. Secondly we look at how the service quality obtained by Menzies Strathmore Hotel seeks to minimize the service gaps which so often occur in this industry. Finally, we will make future projections as well as how such an established and high-quality string of links copes with service recovery in alignment to maintain its high esteem amidst its extremely demanding customers and sustain its stature.

TABLE OF CONTENTS

CHAPTER 1: INTRODUCTION4

CHAPTER II: LITERATURE REVIEW7

Theoretical Framework13

Word-of-mouth16

Loyalty19

Hypothesis23

CHAPTER III: DISCUSSION24

REFERENCES29

BIBLIOGRAPHY34

APPENDIX38

Customer Satisfaction Questionnaire38

CHAPTER 1: INTRODUCTION

Employee and Customer satisfaction is becoming an increasingly salient topic in many firms and in academic research. For instance, a positive association has been observed between Employee and Customer satisfaction and loyalty ((Alford, 1996, 84)) and between Employee and Customer satisfaction (Anderson, 1994, 53). However, a careful examination of empirical studies in which Employee and Customer satisfaction appears as a major variable reveals a disturbing skewness. That is to say, in many studies data is collected so that very little variation in Employee and Customer satisfaction is obtained. This in turn obscures the potential richness of the relationships between Employee and Customer satisfactions. More specifically, empirical studies which involve Employee and Customer satisfaction usually fall into one of two categories. The first category is characterized by a sample design which does not impose any restrictions on the distribution of the values which Employee and Customer satisfaction can take on. Despite this ''open'' design, these studies commonly comprise Employee and Customer which are heavily biased towards the ''high'' end of the Employee and Customer satisfaction scale. This inclination has been observed by a number of authors, but there seems to be no agreement on why this pattern emerges. The second category of studies, in contrast, is characterized by a priori restrictions on the sample design, in the sense that only dissatisfied Employee and Customer are ...