M.Tech (Department of Tourism Management, Faculty of Human Sciences), Vaal University of Technology. / Tourism is an extremely important sector in any economy of a country and is a package of combined services and goods. There are a variety of types of tourism, and tourism also has a variety of sectors and characteristics. Customer satisfaction is very important within any organisation, because it provides a variety of benefits. The Kano model and many theories assist in understanding customer satisfaction and the factors that better influence the satisfaction of the customers. To accurately measure the satisfaction of customers, there are a variety of guidelines to follow to develop a well-developed questionnaire. The main goal of this study was to determine customer satisfaction and the factors that contribute to customer satisfaction, based on a case study at a tourism establishment (accommodation establishment) in the Vaal Region. The objectives were to conduct a literature review to identify the factors that affect customer satisfaction at an accommodation establishment and develop a measuring instrument to determine customer satisfaction at an accommodation establishment. Furthermore, an empirical analysis was conducted to measure the level of performance of the identified factors at an accommodation establishment in the Vaal Region. Additionally, to determine the factors that contribute to the satisfaction of the customers at a specific accommodation establishment in the Vaal Region. Thereafter, determine the difference between the factors that are regarded as important contributors to customer satisfaction and the factors with which customers are satisfied with at an accommodation establishment. Moreover, determine the difference between customer satisfaction factors across trip-related and demographic variables at an accommodation establishment. Finally, recommendations were made regarding the empirical results and for future research. The research followed a case study approach using quantitative, exploratory and descriptive research to administer and test the questionnaire, and to evaluate the satisfaction of the customers. Furthermore, the study used a non-probability method, convenience sampling. The sample size of the study was 132 customers at the accommodation establishment and a questionnaire was used to measure the satisfaction of the customers. The results indicated that the majority of the respondents were totally satisfied with certain aspects at the accommodation establishment. In total 11 factors were identified that contribute to customer satisfaction, and a total of 10 factors were identified that influence the satisfaction level of the customers. There was a statistical significant correlation between the factors with which customers are satisfied with, the factors that the customers regard as important, other trip-related and demographic variables. It can be seen that the accommodation establishment must take into account the factors which influence customer satisfaction to obtain higher customer satisfaction by.

This diploma thesis deals with customer satisfaction analysis of Hospoda U Hlaváčů using a questionnaire survey and provides proposals for its improvement. The thesis is based on a comparison of theoretical knowledge with practical skills. Theoretical part is focused on market research, customer and questionnaire survey. The practical part analyses and elaborates the obtained results. Based on the data evaluation, several areas requiring improvement were indicated. Proposals to increase the level of customer satisfaction and development of provided services are given.

The thesis deals with the analysis of customer satisfaction and suggestions for improvement of its level in IPI s.r.o.. The theoretical part is focused on the interpretation of concepts that are related to the given issues. Further the results of the questionnaire survey are analyzied, the relevant analyzes of the company are described and at the end of the thesis there are recommendations and suggestions that will lead to increasing the satisfaction of the customers in the selected company.

Diplomová práce se zabývá problematikou analýzy spokojenosti zákazníků společnosti Deloitte Belgie. Srovnává teoretické poznatky s praktickými dovednostmi získanými během stáže ve společnosti Deloitte. Metoda osobního dotazování byla použita za účelem získání cenné zpětné vazby od klientů a k provedení analýzy spokojenosti zákazníků. Na základě vyhodnocení bylo identifikováno několik oblastí vyžadujících zdokonalení a navržena opatření vedoucí ke zlepšení zjišťování spokojenosti zákazníků a zvýšení stávající úrovně spokojenosti zákazníků.

Competition in the smart phone market is fierce and despite the high market growth, smart phone manufacturers find it difficult to maintain their market share. Generation Y consumers generally have a good command of technology and engage in technology-related behaviour such as texting, tweeting and web-surfing. Therefore, when it comes to the adoption of smart phones applications, Generation Y is leading the way. For this reason, it is important to consider Generation Y consumers‟ attitudes and perceptions towards smart phone manufacturers and their brands. It has thus become critical for smart phone manufacturers to achieve customer satisfaction, generate loyalty, and build meaningful long-term relationships with Generation Y consumers. The primary objective of this study was to investigate customer satisfaction, brand loyalty and relationship intention amongst Generation Y consumers towards smart phone brands. The questionnaire was distributed by means of non-probability, convenience and quota sampling among 18 and 26 year old respondents living in Gauteng who owned or used a smart phone. In total, 395 respondents participated in the study. Based upon the literature review, a theoretical model was proposed that hypothesised the relationship between customer satisfaction, brand loyalty and relationship intention amongst Generation Y consumers with respect to their current smart phones. From the data analysis, it was evident that respondents exhibit a strong level of customer satisfaction, a mediocre level of brand loyalty, and a strong relationship intention towards their current smart phone brand. The results confirm that the measurement scales used to measure customer satisfaction, brand loyalty and the five dimensions of relationship intention all exhibit construct validity and internal consistency reliability. The study also uncovered significant differences between groups of Generation Y consumers in terms of gender, home language, education, employment status and time period of smart phone brand usage. The results of the structural equation modelling (SEM) technique used to test the theoretical model found that customer satisfaction exhibits a significant and large positive influence on brand loyalty, and a significant and medium positive influence on relationship intention. Furthermore, brand loyalty exhibits a significant medium positive influence on relationship intention. Finally, the dimensions of relationship intention exhibit significant medium to large effects on relationship intention. It is recommended that smart phone manufacturers should provide customers with a customer service application to measure customers‟ satisfaction in terms of their needs met. Smart phone manufacturers should also introduce new ways to communicate with Generation Y consumers to generate brand loyalty. Innovating ideas should be considered for smart phone manufacturers to retain Generation Y consumers. Brand loyalty can be improved by adding more applications according to Generation Y consumers‟ needs. The more a smart phone manufacturer focuses on customer satisfaction and brand loyalty, the more consumers will want to build long-term relationships with their smart phone brands. Recommendations for future research include the possibility to investigate each construct separately to ensure a more detailed investigation. Different cultures and age groups, as well as geographical areas can be studied to broaden results on how different consumers of different generations exhibit customer satisfaction, brand loyalty and relationship intention towards their smart phones. Specific smart phone manufacturers could be investigated to obtain specific information on customer satisfaction, brand loyalty and relationship intention so as to formulate appropriate strategies on improving the constructs measured. / MCom (Marketing Management), North-West University, Potchefstroom Campus, 2014

Competition in the smart phone market is fierce and despite the high market growth, smart phone manufacturers find it difficult to maintain their market share. Generation Y consumers generally have a good command of technology and engage in technology-related behaviour such as texting, tweeting and web-surfing. Therefore, when it comes to the adoption of smart phones applications, Generation Y is leading the way. For this reason, it is important to consider Generation Y consumers‟ attitudes and perceptions towards smart phone manufacturers and their brands. It has thus become critical for smart phone manufacturers to achieve customer satisfaction, generate loyalty, and build meaningful long-term relationships with Generation Y consumers. The primary objective of this study was to investigate customer satisfaction, brand loyalty and relationship intention amongst Generation Y consumers towards smart phone brands. The questionnaire was distributed by means of non-probability, convenience and quota sampling among 18 and 26 year old respondents living in Gauteng who owned or used a smart phone. In total, 395 respondents participated in the study. Based upon the literature review, a theoretical model was proposed that hypothesised the relationship between customer satisfaction, brand loyalty and relationship intention amongst Generation Y consumers with respect to their current smart phones. From the data analysis, it was evident that respondents exhibit a strong level of customer satisfaction, a mediocre level of brand loyalty, and a strong relationship intention towards their current smart phone brand. The results confirm that the measurement scales used to measure customer satisfaction, brand loyalty and the five dimensions of relationship intention all exhibit construct validity and internal consistency reliability. The study also uncovered significant differences between groups of Generation Y consumers in terms of gender, home language, education, employment status and time period of smart phone brand usage. The results of the structural equation modelling (SEM) technique used to test the theoretical model found that customer satisfaction exhibits a significant and large positive influence on brand loyalty, and a significant and medium positive influence on relationship intention. Furthermore, brand loyalty exhibits a significant medium positive influence on relationship intention. Finally, the dimensions of relationship intention exhibit significant medium to large effects on relationship intention. It is recommended that smart phone manufacturers should provide customers with a customer service application to measure customers‟ satisfaction in terms of their needs met. Smart phone manufacturers should also introduce new ways to communicate with Generation Y consumers to generate brand loyalty. Innovating ideas should be considered for smart phone manufacturers to retain Generation Y consumers. Brand loyalty can be improved by adding more applications according to Generation Y consumers‟ needs. The more a smart phone manufacturer focuses on customer satisfaction and brand loyalty, the more consumers will want to build long-term relationships with their smart phone brands. Recommendations for future research include the possibility to investigate each construct separately to ensure a more detailed investigation. Different cultures and age groups, as well as geographical areas can be studied to broaden results on how different consumers of different generations exhibit customer satisfaction, brand loyalty and relationship intention towards their smart phones. Specific smart phone manufacturers could be investigated to obtain specific information on customer satisfaction, brand loyalty and relationship intention so as to formulate appropriate strategies on improving the constructs measured. / MCom (Marketing Management), North-West University, Potchefstroom Campus, 2014

Assessment of customer satisfaction with their online shopping experience, including their point of purchase, inventory picking and delivery quality as well as a comparison of their online versus in-store shopping experiences. / To establish an online grocery shopping service and to attract customers to it is an expensive operation. In order to recoup those expenses, and ultimately make a profit, an online retailer needs to ensure that customers remain loyal and make repeat purchases for as long as possible. Although customer satisfaction does not guarantee loyalty, dissatisfied customers generally take their business elsewhere at the first opportunity. This study investigates the overall level of satisfaction amongst a small sample of Woolworths’ online customer base. In pursuit of this, a multi-dimensional model was developed for assessing customer satisfaction in various areas, highlighting those which may require improvement. The impact of certain key demographic data on these dimensions was also investigated. Since satisfaction is not enough to guarantee loyalty, an assessment of the perceived value in making purchases online is also undertaken in an attempt to ascertain purchase intentions. The key findings of this study revealed a relatively high level of customer satisfaction as well as significant perceived value in shopping online when measured against the sacrifices made. However, a main area for improvement is to enhance the customer’s perception of the value they receive. The demographic variables of age, gender and language had no significant impact on any dimension, while the customer’s connection type was found to have a significant impact on their satisfaction pertaining to the performance of the Web site. Finally, it was established that there is a strong association with the Woolworths brand and corporate image, even though the online shopping initiative was launched as a separate brand.

Providing high quality customer service that actually satisfies the needs of the customer and results in customer satisfaction is one of the biggest concerns of businesses today. Customer satisfaction determines the behavioural intentions of the customer hence the reason why companies are continuously reaching out to the customer with the aim of building strong relationships that will result in customer loyalty. Managers of companies therefore should be conscious of the role played by quality customer service in building these strong relationships. By gaining such insights into customer perceptions and expectations managers will be in a position to offer products and services that meet customer demands. This study was been based on the customer’s perspectives and their experiences with telecom providers in Kampala, Uganda. A quantitative approach and a questionnaire as data collection tool were used in the conduction of this study. The findings suggest that service quality plays a key role in customer satisfaction. In addition to this the findings also suggest that customer satisfaction plays a key role in determining customer loyalty and customer switching depending on the situation. The findings in this study are similar to those findings of studies done in other countries.

Electronic banking (hereafter referred to as digital banking), has not been fully embraced by local South Africans, in comparison to larger more established banking industries of the world. Despite the research literature available on e-commerce, much is still unknown about digital banking drivers in developing countries such as South Africa. In particular how clients feel about this form of banking and what the strategic challenges that require resolution for local consumers and banks to both benefit from this symbiotic relationship. Arguably, digital channels are the future of banking globally as the autocatalytic nature of the internet and mobile devices continue to fuel digital transformation. In order for local banks to leverage this area of technological evolution, customer perceptions about this service platform, particularly the areas that were targeted for this investigation need to be prudently considered from a customer perspective for future corrective measures that need to be undertaken and ultimately solve for customer satisfaction. Many South Africans have been early adopters of digital banking services, however many are still wary of this form of banking. A “magic pill” for implementation was not sought after, but rather a learning approach to embrace the opinions and perceptions of consumers.

Introduction: In order to maintain strong relationships with customers, a lot of firms have invested in improving quality; this has led to an increase of quality programs. One of the most prominent quality standards is the ISO 9000 series, however prior research has different views whether or not the standards are beneficial. Two of the areas where disagreement exists regarding ISO 9000, are its effect on customer satisfaction and furthermore how the different motives behind the implementation can affect the outcome of ISO 9000. Hence this paper aimed to seek an explanation between these two matters and fill the research gap, where it was conducted on companies deployed in Sweden. Purpose: The purpose with this research is to explain how the different motives behind the implementation of ISO 9000 effect customer satisfaction. Methodology: A quantitative study was performed, with a cross-sectional research approach, where a questionnaire was used to collect the data. This resulted in 102 answers, where the questionnaire was sent out by e-mail to one representative for each firm. Conclusion: The study concluded that it was no difference between extrinsic and intrinsic motivation to implement ISO 9000 and its effect on perceived quality, perceived value and customer expectations. It was also discovered that those who had the ISO 9000 series performed well with regards to their customer satisfaction