ENTREPRENEURIAL OPERATIONS
QUALITY CONTROL
Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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Customer service
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Customer satisfaction
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Better value
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Customer loyalty
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Detailed explanation-1: -World Tourism Organization (1985) defined customer satisfaction as a psychological concept that involves the feeling of well-being and pleasure that results from obtaining what one hopes for and expects from appealing products and services.
Detailed explanation-2: -The relationship between satisfaction and loyalty influences the profits. The more customer is satisfied, the more loyal towards the brand. A loyal customer leads to an increase in both sales and profitability. Customer satisfaction mediates the relationship between customer loyalty and service quality.
Detailed explanation-3: -The theory predicts that the two immediate consequences of increased customer satisfaction are decreased customer complaints and decreased customer exit (increased loyalty). Exiting customers either leave the market or purchase from a competitor.
Detailed explanation-4: -This study determined the relationship between five key factors (hotel facilities, service capability, service efficiency, service attitude, and breakfast) to the degree of the customer satisfaction with the hotel.