• Login
    View Item 
    •   Mak UD Home
    • College of Business and Management Sciences (CoBAMS)
    • Academic submissions (CoBAMS)
    • View Item
    •   Mak UD Home
    • College of Business and Management Sciences (CoBAMS)
    • Academic submissions (CoBAMS)
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    The contribution of service quality and price on customer satisfaction in Grand Global Hotel

    Thumbnail
    View/Open
    Undergraduate Dissertation (2.069Mb)
    Date
    2018
    Author
    Awadu, Philip
    Metadata
    Show full item record
    Abstract
    This study was aimed at assessing the contribution of service quality and price on customer satisfaction in Grand Global Hotel from the perspective of a customer. To accomplish this, the influence of price expectations and price perceptions on customer satisfaction, and the influence of service quality expectations and service quality perception on customer satisfaction were investigated. This cross-sectional study involved 50 procedurally selected customers of Grand Global Hotel who actually paid for goods and services within the one-week period of data collection. Data collection was done using well-designed questionnaires that had both open-ended and close ended questions. The data were analyzed using Stata version 12. On service quality, the findings of the study revealed that it is only post-purchase evaluation of service quality (perceived service quality) that plays a role in determining the extent to which a customer is satisfied; the higher the level of perceived service quality the higher the level of satisfaction. Pre-purchase expectations do not play any significant role; this is due to the importance of price in intermediating between service quality and customer satisfaction by shoving off the inverse relationship between service quality expectations and the possibility of customer satisfaction. Price, on the other hand, is all-important. Price expectations play a very important role in determining if a customer is satisfied or not; high price expectations increase the likelihood of customer satisfaction and vice versa. Price perceptions do not have a direct effect on customer satisfaction but an implied effect as bench-mark with which the quality of goods and services is evaluated.
    URI
    http://hdl.handle.net/20.500.12281/4465
    Collections
    • Academic submissions (CoBAMS)

    DSpace 5.8 copyright © Makerere University 
    Contact Us | Send Feedback
    Theme by 
    Atmire NV
     

     

    Browse

    All of Mak UDCommunities & CollectionsTitlesAuthorsBy AdvisorBy Issue DateSubjectsBy TypeThis CollectionTitlesAuthorsBy AdvisorBy Issue DateSubjectsBy Type

    My Account

    LoginRegister

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    DSpace 5.8 copyright © Makerere University 
    Contact Us | Send Feedback
    Theme by 
    Atmire NV