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Customer satisfaction at La Ndou Guesthouse : a case study / Avhashoni Thomas Mavhungu

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dc.contributor.author Mavhungu, Avhashoni Thomas
dc.date.accessioned 2009-03-16T12:34:15Z
dc.date.available 2009-03-16T12:34:15Z
dc.date.issued 2007
dc.identifier.uri http://hdl.handle.net/10394/1553
dc.description Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2008.
dc.description.abstract The study focuses on measuring customer satisfaction at the La Ndou Guesthouse by means of a structured questionnaire. A total of 450 questionnaires have been distributed and an excellent response rate of 77% realised. The results showed that the demographic profile of the guests at La Ndou Guesthouse are mostly married, equally distributed between male and female, between 35 and 45 years old (46%), have an education of a university B-degree and come from either the government departments Education or Health. The customer satisfaction measurement revealed mediocre to fair levels of satisfaction. No service areas recorded satisfaction levels above 0.75. The CSI values concluded that the service areas Facilities and Loyalty (both 0.69), Hospitality and Ambiance (both 0.72), Timeliness (0.71) and satisfaction (0.68) are all in the range of providing a level of satisfactory service (between 0.60 and 0.75). Regarding marketing, the majority of customers have heard about the guest house via word-of-mouth (72%) which makes it the most important marketing tool for the guest house.
dc.publisher North-West University
dc.title Customer satisfaction at La Ndou Guesthouse : a case study / Avhashoni Thomas Mavhungu en
dc.type Thesis en
dc.description.thesistype Masters


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  • ETD@PUK [4874]
    This collection contains the original digitized versions of research conducted at the North-West University (Potchefstroom Campus)

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