Current Search: customer satisfaction (x)
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(1 - 12 of 12)
- Title
- A Framework for Measuring and Analyzing Customer Satisfaction at Computer Service Company using Lean Six Sigma.
- Creator
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Abboodi, Mohammed, Elshennawy, Ahmad, Rabelo, Luis, Xanthopoulos, Petros, University of Central Florida
- Abstract / Description
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The computer service industry has been expanding dramatically due to the increase in the number of computing machineries in the last two decades. The entrance of large size companies in the market and the release of online tools that have the ability for diagnosing and troubleshooting hardware and software issues have boosted the competition. In the meantime, many of the small and medium size companies find themselves unable to keep their customers satisfied since their competitors provide...
Show moreThe computer service industry has been expanding dramatically due to the increase in the number of computing machineries in the last two decades. The entrance of large size companies in the market and the release of online tools that have the ability for diagnosing and troubleshooting hardware and software issues have boosted the competition. In the meantime, many of the small and medium size companies find themselves unable to keep their customers satisfied since their competitors provide high quality service with lower cost. The lack of a good measurement system to assess and analyze the satisfaction level with the provided service is the fundamental cause of customer decline. The aim of this study is to construct a robust framework to measure customer satisfaction and highlight the root causes of dissatisfaction in the computer service sector. This framework brings together the key aspects of Six Sigma and SERVQUAL instruments into a structured approach to measure and analyze customer satisfaction with computer services. It deploys the DMAIC problem solving methodology along with the SERVQUAL model, which contributes service dimensions and the Gap Analyze technique. Literature review indicates there have not been enough studies conducted to integrate Lean Six Sigma with SERVQUAL. To explore the effectiveness of the current framework, a computer service company has been selected. The satisfaction levels are calculated and the root causes of dissatisfaction have been identified. With a low overall customer satisfaction level, the company did not fulfill their customer requirements due to five major causes. Eliminating those causes will boost customer satisfaction, reduce the cost of acquiring new customers and improve the company performance in general.
Show less - Date Issued
- 2014
- Identifier
- CFE0005117, ucf:50751
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0005117
- Title
- Guest Satisfaction Analysis of a Casual Dining Restaurant: A comparison of tourist VS non-tourist satisfaction scores.
- Creator
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Wickey, Jessica, Murphy, Kevin, Ro, Hee Jung, Rompf, Paul, University of Central Florida
- Abstract / Description
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Purpose - The purpose of this study is to analyze guest/customer satisfaction surveys of a casual dining restaurant in the Orlando, Florida area; specifically, to analyze if there is a difference between satisfaction levels of tourist and non-tourist guests. The guest satisfaction surveys were analyzed on eight dimensions of satisfaction; Pace of Service, Service Overall, Server Communication (&) Accuracy, Food (Taste (&) Quality), Food Preparation, Bar (Beer, Wine, (&) Cocktail),...
Show morePurpose - The purpose of this study is to analyze guest/customer satisfaction surveys of a casual dining restaurant in the Orlando, Florida area; specifically, to analyze if there is a difference between satisfaction levels of tourist and non-tourist guests. The guest satisfaction surveys were analyzed on eight dimensions of satisfaction; Pace of Service, Service Overall, Server Communication (&) Accuracy, Food (Taste (&) Quality), Food Preparation, Bar (Beer, Wine, (&) Cocktail), Gratefulness, and Atmosphere in whole (including atmosphere and cleanliness).The eight dimensions were evaluated in the GPS (guest pulse survey) based on a Net Promoter Score, or NPS(&)#174; system, and were compared by guest type: tourist versus non-tourist. Multiple linear regression analyses results concluded that the dimensions of Pace, Service Overall, Food, Food Preparation, and Atmosphere were predicators of Overall Satisfaction for tourist respondents. Service Overall, Server Communication, and Gratefulness were predictors of Overall Satisfaction for non-tourist respondents.
Show less - Date Issued
- 2013
- Identifier
- CFE0005072, ucf:49965
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0005072
- Title
- Evaluating Faculty and Staff Customer Satisfaction of a Technology Support Office in a Large University in Florida.
- Creator
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Jaffe, Laurence, Murray, Kenneth, Murray, Barbara, Baldwin, Gordon, Hutchinson, Cynthia, University of Central Florida
- Abstract / Description
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This study sought to determine customer satisfaction levels of faculty and staff with their technology support office in a large university in Florida. The focus of research was to determine if there were any differences in customer satisfaction based on four demographics: gender, faculty versus staff, educational level and age. An anonymous customer satisfaction survey included 26 Likert-type scale questions measuring 16 service quality dimensions was administered to the population. The 16...
Show moreThis study sought to determine customer satisfaction levels of faculty and staff with their technology support office in a large university in Florida. The focus of research was to determine if there were any differences in customer satisfaction based on four demographics: gender, faculty versus staff, educational level and age. An anonymous customer satisfaction survey included 26 Likert-type scale questions measuring 16 service quality dimensions was administered to the population. The 16 service quality dimensions included 10 dimensions from Zeithaml et al. (1990), five dimensions from Besterfield et al. (1995, 2003), and one dimension, overall satisfaction.Findings showed there was a statistically significant difference in two demographics, gender and faculty versus staff. Regarding gender, there were no differences in 14 of 16 dimensions examined. The two dimensions with differences were tangibles and understanding the customer, with males having lower customer satisfaction than females. Regarding faculty versus staff differences, there were no differences in all the dimensions other than the courtesy dimension for which faculty had a lower level of customer satisfaction level than staff. Regarding educational level and age, there were no differences in any of the 16 dimensions.
Show less - Date Issued
- 2014
- Identifier
- CFE0005186, ucf:50615
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0005186
- Title
- How does Jay-customer Affect Employee Job Stress and Job Satisfaction?.
- Creator
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Kim, Gawon, Ro, Hee Jung, Kwun, David, Hutchinson, Joe, University of Central Florida
- Abstract / Description
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Guest-contact employees interact with various types of customers, and they are often exposed to stressful conditions caused by the deviant, or jay-customers. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employees' job stress, and consequently, job satisfaction. Surveys of 210 participants, currently working as guest-contact employees in the hospitality industry, were analyzed for the study. The results of hierarchical...
Show moreGuest-contact employees interact with various types of customers, and they are often exposed to stressful conditions caused by the deviant, or jay-customers. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employees' job stress, and consequently, job satisfaction. Surveys of 210 participants, currently working as guest-contact employees in the hospitality industry, were analyzed for the study. The results of hierarchical multiple regression analyses show a positive relationship between the experience of customer incivility and employees' job stress. Additionally, the results indicate a full mediation effect of employees' job stress on the relationship between customer incivility and employees' job satisfaction. Unfortunately, the study was not able to analyze customer aggression, because the majority of the participants did not report customer aggression. The findings of this study make a contribution to the hospitality service management literature by providing empirical evidence of customer incivility and its negative impact on guest-contact employees. Hospitality managers should acknowledge the existence of jay-customer behaviors and recognize their significant impact on employees' job stress and job satisfaction.
Show less - Date Issued
- 2012
- Identifier
- CFE0004563, ucf:49223
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0004563
- Title
- International Students' Expectations of and Satisfaction with Academic Advising at a Community College.
- Creator
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Chemishanova, Marieta, Owens, J. Thomas, Cintron Delgado, Rosa, Hewitt, Randall, Penfold Navarro, Catherine, University of Central Florida
- Abstract / Description
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This study sought to identify what expectations international students' had with regards to academic advising and how satisfied they were with their advising experience at a large community college in a southeastern state in the United States. Previous research on academic advising services (e.g. Belcheir, 1999; Hale, Graham, (&) Johnson, 2009; Mottarella, Fritzsche, (&) Cerabino, 2004; Propp (&) Rhodes, 2006; Lynch, 2004; Smith (&) Allen, 2006) had not distinguished between domestic and...
Show moreThis study sought to identify what expectations international students' had with regards to academic advising and how satisfied they were with their advising experience at a large community college in a southeastern state in the United States. Previous research on academic advising services (e.g. Belcheir, 1999; Hale, Graham, (&) Johnson, 2009; Mottarella, Fritzsche, (&) Cerabino, 2004; Propp (&) Rhodes, 2006; Lynch, 2004; Smith (&) Allen, 2006) had not distinguished between domestic and international students' expectations of and satisfaction with advising especially at the 2-year and community college levels and in organizational structures where the foreign student advisors serve as both the students' academic and immigration advisors. Such research is timely in the face of the highly competitive international education market and the increasing demands for U.S. institutional of higher education to meet students' consumer expectations with regards to educational services. Grounded in Expectation Disconfirmation Theory and employing a quantitative research design, this study investigated how factors such as age, gender, country of citizenship, class standing, and degree program impacted international students' expectations of and satisfaction with academic advising. Descriptive statistics, analyses of variances, and a partial least squares structural equation model (PLS-SEM) were used to answer the research questions. While the advising literature strongly advocates developmental advising, students in this study expressed a strong desire for elements of prescriptive advising.
Show less - Date Issued
- 2018
- Identifier
- CFE0006986, ucf:51641
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0006986
- Title
- A FRAMEWORK TO ALIGN STRATEGY, IMPROVEMENT PERFORMANCE, AND CUSTOMER SATISFACTION USING AN INTEGRATION OF SIX SIGMA AND BALANCED SCORECARD.
- Creator
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Rodriguez, Adriana, Malone, Linda, University of Central Florida
- Abstract / Description
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This dissertation investigated the development, implementation, and evaluation of a management methodology founded on the alignment among the strategy, performance, and customer to bring value to any organization. A case study/action research in a service organization, called Institution "Z," provided the opportunity to assess the effects of the proposed Six Sigma Scorecard (SSS) methodology in the productivity indicators (measured by cycle time, line capacity, and number of errors). The Case...
Show moreThis dissertation investigated the development, implementation, and evaluation of a management methodology founded on the alignment among the strategy, performance, and customer to bring value to any organization. A case study/action research in a service organization, called Institution "Z," provided the opportunity to assess the effects of the proposed Six Sigma Scorecard (SSS) methodology in the productivity indicators (measured by cycle time, line capacity, and number of errors). The Case study/action research was conducted in three phases: Model and Concepts Design, Data Collection, and Findings. During the research, validity was pursued by using triangulation and theory to help maintain the case under research control. The observation of the SSS methodology in a real organization allowed the researcher to describe the merging process between Balanced Scorecard and Six Sigma methodology and their relationships to each other. The SSS methodology allowed identification of improvement projects that contribute to organizational strategy, implementation of strategies and provide feedback to the top level of management establishing alignment at three organizational levels – corporate, business, and functional. The results of the implementation of the SSS methodology in Institution Z showed a 40% improvement of the cycle time of the auto credit process, a 500% increase in the capacity of the process, and 65% decrease in the number of non-added value activities. During the same period of time, the BSC indicators showed a positive impact, specifically one financial indicator known as Level of Intermediation or GIC grew from 30% to 42% as it was expected by the end of the SSS implementation. The demonstration of the SSS framework in a Case study justifies the need for a combined methodology that aligns strategy, performance improvement and organizational outputs in a feedback loop. More research in this area is needed, especially investigations that include assessment studies where different management approaches are used alone and combined with strategic tools, and investigations that measure the relationship between level of coherence in the three merging points of the SSS and the results reached at the performance of the organization.
Show less - Date Issued
- 2008
- Identifier
- CFE0002191, ucf:47903
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0002191
- Title
- A SURROGATE MEASURE OF CUSTOMER SATISFACTION IN THE MANUFACTURE OF PRINTED WIRING BOARDS.
- Creator
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maamoun, Adam, Malone, Linda, University of Central Florida
- Abstract / Description
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The objective of this research is to determine and develop a model that is capable of accurately measuring customer satisfaction for different industries and in particularly for the Printed Wiring Boards (PWB) Manufacturers. The new model will incorporate data not being collected or utilized by the survey method of determining customer satisfaction. The method used is a weighted average of satisfaction among several researched categories with percentages that accurately represent the relative...
Show moreThe objective of this research is to determine and develop a model that is capable of accurately measuring customer satisfaction for different industries and in particularly for the Printed Wiring Boards (PWB) Manufacturers. The new model will incorporate data not being collected or utilized by the survey method of determining customer satisfaction. The method used is a weighted average of satisfaction among several researched categories with percentages that accurately represent the relative importance of multiple facets of the PWB manufacturers customer satisfaction. A very common term in quality assurance is that "What is not measured accurately can not be evaluated or managed correctly," thus customer satisfaction is a very important aspect of any business, industry, or government. A satisfied customer will do more business and recommend it to other potential customers. Thus the business will grow and more revenues result. On the other hand, an unsatisfied customer will abandon the business and encourage more customers not to get involved with the same business so the business may decline and lose its market share and profitability. The categories that contribute to PWB customer satisfaction will be determined by conducting surveys among the leaders and best in the business of the PWB industry in addition to discovery of related articles that define the categories of the customer satisfaction for the PWB manufacturers. Once the categories are determined, the research concentrates on the weighting of the categories that most contribute to the PWB customer's satisfaction and a measure of satisfaction is derived. The model is easily applied to any other kind of PWB business or service industry. The model is based on empirical methods that will give an accurate measurement for the PWB customer's satisfaction. This in turn allows organizations the opportunity for improving customer satisfaction and increasing market share. The algorithm is based on characteristics deemed important by customers. Thus the customer satisfaction index can be computed and monitored on a regular basis without costly surveys. The major difference between this new model and the standard methods of determining customer satisfaction using the surveys is that this model will utilize data available with the proposals, sales, shipping, receiving, quality, engineering, manufacturing, and purchasing departments. The developed method to measure customer satisfaction utilizing internal data can be more cost effective, more accurate, can provide individual customer satisfaction scores, can measure whether or not these individual scores are statistically lower than the majority, and can provide satisfaction measures in real time none of which can be supplied by the survey method.
Show less - Date Issued
- 2008
- Identifier
- CFE0002219, ucf:47901
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0002219
- Title
- Comparing Self-Service Technologies and Human Interaction Services in the Hotel Industry.
- Creator
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Park, Soona, Kwun, David, Park, Jeong-Yeol, Bufquin, Diego, University of Central Florida
- Abstract / Description
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Due to the development of technology, one of the major trends in the hospitality industry is service migration from human interaction services (HISs) to self-service technologies (SSTs). Therefore, it is important to examine customers service perceptions based on two different service provisions: SSTs and HISs. This study investigated similarities and differences between SST and HIS customer service perceptions based on several service quality dimensions, their effects on customer...
Show moreDue to the development of technology, one of the major trends in the hospitality industry is service migration from human interaction services (HISs) to self-service technologies (SSTs). Therefore, it is important to examine customers service perceptions based on two different service provisions: SSTs and HISs. This study investigated similarities and differences between SST and HIS customer service perceptions based on several service quality dimensions, their effects on customer satisfaction and service loyalty in the hotel industry. Initially, this study conceptualized the service quality dimensions with six major dimensions (i.e., reliability, responsiveness, tangibles, competence, efficiency, and enjoyment) and hypothesized to have a positive influence on customers satisfaction, and subsequently, on service loyalty. A total of 275 useable responses were collected through an online self-administrative survey on Qualtrics. The results indicated that the service quality for SST and HIS customers could be evaluated through three major factors: interactive quality, tangibles, and enjoyment. Overall, interactive quality and enjoyment had a significant effect on customer satisfaction and service loyalty, while tangibles showed a direct impact on service loyalty. In addition, hotel customers had a higher level of interactive quality and service loyalty when they received service from HISs. On the other hand, hotel customers tended to show a higher level of enjoyment when they receive service from SSTs. This study contributes theoretical implications as it suggests the service quality framework that can be applied to both SST and HIS service settings. Furthermore, this study provides hotel managers with a comprehensive understanding of customer service perceptions towards SSTs in contrast to HISs.
Show less - Date Issued
- 2018
- Identifier
- CFE0007071, ucf:51988
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0007071
- Title
- MARKET-BASED ASSET MANAGEMENT AND SHAREHOLDER VALUE: INVESTIGATING THE ROLES OF HUMAN CAPITAL AND FACTOR MARKETS IN MAXIMIZING RETURNS ON CUSTOMER RELATIONSHIPS.
- Creator
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Milewicz, Chad, Echambadi, Raj, University of Central Florida
- Abstract / Description
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The accountability of marketing investments continues to be a key area of concern for researchers and practitioners (MSI Research Priorities, 2008). In particular, market-based assets, specifically customer relationships, and their potential impact on firm performance are a significant source of interest. Though research in this area continues to grow, little is understood about how investments in human capital and the acquisition of alliance partners through factor markets relate to customer...
Show moreThe accountability of marketing investments continues to be a key area of concern for researchers and practitioners (MSI Research Priorities, 2008). In particular, market-based assets, specifically customer relationships, and their potential impact on firm performance are a significant source of interest. Though research in this area continues to grow, little is understood about how investments in human capital and the acquisition of alliance partners through factor markets relate to customer relationship management and the impact of customer relationships on performance. This dissertation presents two studies which, together, investigate how investments in market-based assets influence on abnormal stock returns. In the first study, the resource-based view of the firm (Barney 1991) is used to posit several hypotheses related to investments in human capital. The hypotheses are tested using ten years of data from the U.S. airline industry and analyzed using a mixed-effects methodology. Results indicate that investments in customer service personnel impact abnormal stock returns through their impact on customer relationships. Moreover, these investments tend to have decreasing returns in terms of their impact on customer relationships, and the relative strength of this relationship is shown to be contingent upon a firm's service delivery capabilities, advertising expenditures, and operating focus. This study helps clarify how market-based assets are managed, how investments in specific resources used to manage them relate to stock returns, and why the same dollar invested in human capital by different firms can lead to different levels of returns. The second study also takes a resource-based view of the firm and the management of market-based assets. From this perspective, alliances are considered as external resources acquired in strategic factor markets (Barney 1986) for the purpose of complimenting a focal firm's strategy and performance. This study investigates the long-term impact of alternative types of alliances and the potential impact of alliance partners' customer relationship management capabilities on a focal firms' performance. Just as in study one, ten years of U.S. airline data are used, and a mixed-effects methodology is implemented to test hypotheses. Results indicate that the direct benefits of horizontal marketing alliances tend to be positive, but dependent upon the extensiveness of the alliance. Furthermore, it is revealed that the impact of a partner's customer relationship management capabilities on a focal firm's performance is contingent upon whether the partner's capabilities are similar or dissimilar relative to the focal firm. In short, results indicate that when differences exist, the positive impact of a focal firm's customer relationship management capabilities can be reduced to almost zero if that firm allies with a less competent partner. Taken together, these studies tend to suggest that firms which learn to successfully manage investments in customer relationships may risk nullifying expected positive returns if they simultaneously select alliance partners which are less successful at managing such investments. Similarly, firms which are not able to improve their own management of customer relationships can potentially limit the potential negative consequences by allying with more able firms. In all, this dissertation helps address the accountability issue for marketers.
Show less - Date Issued
- 2009
- Identifier
- CFE0002769, ucf:48119
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0002769
- Title
- A curricula assessment and improvement quantitative model for higher education: a design for six sigma methodology.
- Creator
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Halawany, Abdullah, Elshennawy, Ahmad, Lee, Gene, Rabelo, Luis, Rahal, Ahmad, University of Central Florida
- Abstract / Description
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Curricula assessment is an integrated process to assist higher education institutions in addressing the challenges in adesignated field of study and in exploring the opportunities to better educate and prepare their students for an increasinglycomplex world.Although assessment as a topic has been researched extensively, there has been a lack of quantitative tools that addressthe requirements of many of the stakeholders that may be critical to the curriculum design and assessment processes...
Show moreCurricula assessment is an integrated process to assist higher education institutions in addressing the challenges in adesignated field of study and in exploring the opportunities to better educate and prepare their students for an increasinglycomplex world.Although assessment as a topic has been researched extensively, there has been a lack of quantitative tools that addressthe requirements of many of the stakeholders that may be critical to the curriculum design and assessment processes.This research proposes the utilization of Design for Six Sigma (DFSS) to develop a quantitative model for curriculumassessment and improvement for higher education institutions. A review of the literature indicates that there is a lack ofquantitative tools that enhance the reliability and efficiency of gathering customer requirements for curriculum in highereducation environment. In addition, there is a lack of tools to translate these requirements into actual characteristics that canbe used for curriculum design and assessment purposes. The literature also indicates that curriculum assessment is one ofseveral educational processes that affect the quality of education.This research proposes a quantitative model for curriculum assessment and improvement in higher education institutions,utilizing design for six sigma methodology. The proposed model explores the use of the Kano model concept to translateneeded requirements into desirable curriculum attributes and the general concept of establishing transfer function todetermine the level at which those requirements have been satisfied. The use of the developed model can help improvestudent learning and provide curriculum stakeholders with timely feedback about the curriculum and identify areas in need ofimprovement.To validate the capability of the proposed model, an ABET accredited department of Industrial Engineering in a USuniversity was used a case study.
Show less - Date Issued
- 2014
- Identifier
- CFE0005344, ucf:50497
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0005344
- Title
- An Integrated Design for Six Sigma-Based Framework To Align Strategy, New Process Development, and Customer Requirements In The Airlines Industry.
- Creator
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Alghamdi, Mohammed, Elshennawy, Ahmad, Rabelo, Luis, Lee, Gene, Ahmad, Ali, University of Central Florida
- Abstract / Description
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When organizations create new strategy maps, key new processes are often identified. This is important for organizations to stay competitive in the global marketplace. This document describes the development, implementation, and validation of a framework that properly aligns and links an organization's strategy and new process development. The proposed framework integrates the Balanced Scorecard management system (BSC) and the Design for Six Sigma (DFSS) methodology, leveraging their...
Show moreWhen organizations create new strategy maps, key new processes are often identified. This is important for organizations to stay competitive in the global marketplace. This document describes the development, implementation, and validation of a framework that properly aligns and links an organization's strategy and new process development. The proposed framework integrates the Balanced Scorecard management system (BSC) and the Design for Six Sigma (DFSS) methodology, leveraging their strengths, overcoming weaknesses, and identifying lessons learned to help bridge the gap between strategy development and execution. The critical-to-quality conceptual model is used as an integrative component for the framework. Literature search has resulted in little or no research into the development of similar frameworks. To demonstrate and evaluate the effectiveness of the framework in a real-world environment, a case study is carried out and implemented successfully. As the case study progressed, cycle time as a performance indicator was estimated and showed progression towards the targeted strategic objective. The developed framework helps decision-makers seamlessly transit from a strategic position to process development linking strategic objectives to the critical-to-quality features. This comprehensive framework can help move organizations from where they currently are to where they want to be, laying the background needed for customer satisfaction and breakthrough performance.
Show less - Date Issued
- 2016
- Identifier
- CFE0006246, ucf:51079
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0006246
- Title
- Dual Branding: An Investigative Look into Dual Branding's Position within the Concept of Brand Alliance in the Hotel Industry.
- Creator
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Ronzoni, Giulio, Fyall, Alan, Torres Areizaga, Edwin, Singh, Dipendra, Weinland, Jeffrey, Smith, Scott, University of Central Florida
- Abstract / Description
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The purpose of this dissertation was to investigate, in an exploratory way, the state of the art of the application of brand alliances, with a particular focus on the practice of dual branding, in the field of lodging. More precisely, this research aimed at identifying and evaluating the determinants of industry adoption of, and customer satisfaction with, intra-company dual branding strategies in the US lodging industry.The primary purpose of this study is to determine the efficacy of dual...
Show moreThe purpose of this dissertation was to investigate, in an exploratory way, the state of the art of the application of brand alliances, with a particular focus on the practice of dual branding, in the field of lodging. More precisely, this research aimed at identifying and evaluating the determinants of industry adoption of, and customer satisfaction with, intra-company dual branding strategies in the US lodging industry.The primary purpose of this study is to determine the efficacy of dual branding in the field of the lodging industry, a phenomenon that is still insufficiently explored in the literature. In fact, the scarcity of literature pertaining to the lodging industry has forced this study to consider the research related to other segments and industries where dual branding strategies have been studied. Therefore, this study intended to expand the existing body of knowledge, advancing the theory of brand alliance from an industry and consumer perspective, as well as adapt, refine, and utilize a scale suitable for the measurement of dual branded hotels' customer satisfaction. This dissertation used an exploratory sequential mixed method approach. In the first qualitative phase, face-to-face and telephone interviews with operational hotel managers, corporate hotel managers, real estate development and management companies' managers, owners, and presidents, as well as hotel and lodging associations' professionals have been conducted. In addition to relevant and significant findings and results obtained through the hotel industry professionals interviewed, themes, constructs, and variables useful in the refinement and adaptation of a dual branding customer satisfaction scale were attained. Consequently, the second quantitative phase consisted of an online administration of a scenario-based questionnaire to dual branded hotels' customers of a dual branded lodging property aimed at identifying and evaluating the determinants of customer satisfaction.The ultimate purpose of this research has been to understand the main issues of implementation of dual branding practices and strategies in the lodging context. In particular, it has been to highlight and provide managerial, theoretical, methodological, and practical implications and recommendations for the US lodging industry, in the adoption of intra-company dual branding strategies. The suggestions offered in the study are relevantly timed to what is happening within the lodging industry, offering implications for both academia and industry.
Show less - Date Issued
- 2019
- Identifier
- CFE0007716, ucf:52411
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0007716
