The influence of customer experience clues on customer satisfaction in the tourism and hotel industry of Nepal | |
| Author | Shrestha, Ashav |
| Call Number | AIT RSPR no.SM-19-31 |
| Subject(s) | Customer services--Nepal Hotel--Nepal tourism--Nepal Customer satifaction |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration |
| Publisher | Asian Institute of Technology |
| Abstract | With quick access to all required information technology, consumers have become more judicious and knowledgeable; it is crucial that hoteliers understand consumers and their decision-making process to gain a competitive advantage. This study sheds light on how core function of core service quality, physical environment and behavior of employee's impact customers' hotel stay experience and satisfaction level. The objective of the research is to study the influence of mechanic, functional and humanic clues on customer satisfaction in the hotel sector of Nepal. A quantitative research methodology and sampling survey was undertaken yielding a sample size of 300 respondents. Correlation analysis and multiple regression analysis were used in the study to test the variables. From the analysis, it was inferred that in the context of Nepal, among the components of customer experience clues, humanic and functional clues are statistically significant associated with customer satisfaction, while mechanical (environment) is not. Furthermore, the paper encourages and recommends hotel executives to formulate their strategies and tools to further strengthen customer relationship for customer satisfaction in order to sustain the main goals of the organization that are profit maximization and cost minimization. |
| Year | 2019 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Viimolwan Yukongdi; |
| Examination Committee(s) | Vatcharapol Sukhotu;Zimmermann, Willi; |
| Scholarship Donor(s) | Asian Institute of Technology Fellowship; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2019 |