Customer Satisfaction in Arena Court Motel Assignment 2022

I send u 3 assignments first is proposal (page no 1to 5) and need 2000 words 2nd is project I need 5000 words (page number (6to 14).3 is presentation I need 10 slides with notes. My topic is customer satisfaction and business is arena court motel . I need 2 reference from services marketing book author is zeithaml. For my project I need 10-15APA reference include zeithaml authors and for my proposal I need 6-7 APA reference

CUSTOMER
SATISFACTION IN
ARENA COURT MOTEL
Ashima Khurana
Student ID: 18467701

BACKGROUND OF THE RESEARCH
Customer satisfaction in Arena Court Motel, Hamilton

PROBLEM DETAILS
•The problems the customers of the motel is facing
are:
•The motel does not provide online discounts
•Insufficient staffs

CONTD..
•Rude staffs
•Dissatisfied customers

POTENTIAL SOLUTIONS
•The potential methods of overcoming the identified problems
are:
•Offering discounts during peak seasons
•Recruiting staffs
•Training and development sessions
•Fulfilling the basics when the customers visit the hotel

CHOICE OF METHODS
•The methods used for undertaking the research are:
•Survey and interview research strategy
•Convenience sampling technique, 50 customers, 2
employers, 3 employees (5)
•Primary data collection process
•Mixed methods for analyzing the data

BEST PRACTICES REVIEW
•Kano model of customer satisfaction (Mkpojiogu & Hashim, 2016)
•Teboul model of customer satisfaction (Costa, 2015)
•SERVQUAL model (Parasuraman, Zeithaml & Berry, 1985)
•The Expectancy Disconfirmation paradigm (Boley, McGehee &
Hammett, 2017)

RESULTS
0
2
4
6
Customer satisfaction of Arena
Court Motel staff by gender and
age
All Female Male 0
2
4
6
Customer satisfaction of Arena Court
gender and age
All Male Female

CONCLUSION AND RECOMMENDATIONS
•From the above information, results and analysis, it can be concluded
that Arena Court Motel is encountering severe customer satisfaction issues
that is affecting the overall preference and popularity among the target
customers.
•It can be known that the main issues in customer satisfaction are arising
due to inadequate staffs.

COMPREHENSIVE IMPLEMENTATION PLAN
Goal 1: Increase the number of employees
Goal 2: Online discounts
Goal 3: Decrease employee issues

REFERENCES
 Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2016). Social media: Influencing
customer satisfaction in B2B sales. Industrial Marketing Management, 53, 172-180.
 Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic
banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business
Excellence, 28(5-6), 559-577.
 Boley, B. B., McGehee, N. G., & Hammett, A. T. (2017). Importance-performance analysis
(IPA) of sustainable tourism initiatives: The resident perspective. Tourism Management, 58,
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 Bowen, J. T., & Chen McCain, S. L. (2015). Transitioning loyalty programs: A commentary
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 Costa, L. (2015). The transformation of wholesale (B2B) telecommunications products into
true services. International Journal of Engineering and Industrial Management, (5), 93-114.
 Hill, N., & Brierley, J. (2017). How to measure customer satisfaction. Routledge.
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 Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience,
price and fairness, customer loyalty, and the mediating role of customer
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CONTD..
 Kim, M., Vogt, C. A., & Knutson, B. J. (2015). Relationships among customer satisfaction, delight,
and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2), 170-197.
 Kumar, R. (2019). Research methodology: A step-by-step guide for beginners. Sage Publications
Limited.
 Mkpojiogu, E. O., & Hashim, N. L. (2016). Understanding the relationship between Kano model’s
customer satisfaction scores and self-stated requirements importance. SpringerPlus, 5(1), 197.
 Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modelling and Investigating the
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its implications for future research. Journal of marketing, 49(4), 41-50.
 Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015). How does corporate social
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 Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2016). Services marketing: Integrating
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