Customer Satisfaction in Hotels: The Role of Human Factor in Delivering Quality Service Case of 2 Ciels Hotel

Belhimer Najoua (2023) Customer Satisfaction in Hotels: The Role of Human Factor in Delivering Quality Service Case of 2 Ciels Hotel. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

In this study, My aim is to explore the relationship between customersatisfaction and the human factor in delivering quality service in the hotelindustry, with a specific focus on the 2 Ciels Hotel in Marrakech. The studywill examine how factors such as staff attitude, communication, andinterpersonal skills impact customer satisfaction, and will also investigatethe role of customer feedback in improving service quality. The findings ofthis study may help hotel managers and staff understand how to improve customersatisfaction and ultimately enhance the overall guest experience. It also discusses the competitive nature of the hotel industry and the need fora strong strategy to differentiate, succeed and especially improve theirquality of service. The success of a hotel ultimately relies on the quality ofservice provided and the relationship established between service providers andcustomers. The importance of training and evaluation in maintaining servicequality is also highlighted. The study conducted on the effect of the humanfactor on service quality at the “ 2 Ciels” hotel concluded that the presenceof human factors can significantly impact service quality, and issues withstaff can lead to poor service quality. These findings are relevant to thetopic of the thesis, as it also explores the role of the human factor indelivering quality service and customer satisfaction.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Turizmus Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-menedzsment

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	hospitality, human factor, quality, quality of service, service
SWORD Depositor:	Archive User
Felhasználói azonosító szám (ID):	Archive User
Rekord készítés dátuma:	2023. Aug. 03. 16:24
Utolsó módosítás:	2023. Aug. 03. 16:24

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