Crm Assignment free essay sample

Presentation Student banking is a significant part of banks and understudies since it gives a set-up of budgetary, instructive and social commitment benefits that on the whole assistance understudies to all the more likely get banking and how to insightfully connect with funds. In such manner, FNB ought to pull in, get, fulfill and hold understudies since they speak to future benefit if effective connections are made. Anyway for this to be done, the bank needs to effectively advertise itself to this objective portion by giving them motivations to save money with FNB, offer motivators to understudies and offering esteem included advantages that best fulfills the students’ needs. It is basic that FNB make a feeling of trust and responsibility by fitting items and administrations that are reasonable, more client centered; that help build up the cutting edge by giving them much required monetary abilities. Trust may invigorate understudies to attempt new or accessible items and administrations accordingly being faithful and becoming along with the bank whenever fulfilled. We will compose a custom article test on Crm Assignment or then again any comparative point explicitly for you Don't WasteYour Time Recruit WRITER Just 13.90/page This assists with building a connection among FNB and understudies. An effective connection among understudies and FNB is significant in the relocation of the objective market from their life start records to different records after fulfillment of tertiary instruction and joining the corporate world. Further, timing and correspondence channels, just as basic belief chain perspectives will be talked about. The procedure will likewise concentrate on the significance of administration conveyance, making sure about of client center, and building client connections. Timing and correspondence channels As business sectors extend and rivalry and correspondence channels increment, FNB should have the option to monitor current market patterns and advancements. FNB can utilize different direct specialized instruments and can delineate current channel accomplices. With this information they can distinguish the rising stars, I. e. the understudies just as their general market and permit these business sectors to move toward them genius effectively. Lead Generation is certainly not another piece of the procedure, yet it has another methodology. With FNB’s information and direct specialized apparatuses they will have the option to choose the best method of extending this understudy target gathering. Change rates on leads have a higher transformation achievement rate than cold contacts in light of the fact that the possibility is pre-qualified, before you ever get the lead (Linea-directa arrangements, n. d. ). FNB should prepare and persuade their business group, and furnish them with smart apparatuses that will make the procedure simpler, and these groups ought to have consistent help from top administration. They should help and guide their business group at each phase of the business procedure from profiling and qualifying the prompts shutting the arrangements; from solicitations to occasions, to creating and keeping up the client relationship. Exact focusing on will empower them to locate their best leads and the best clients for upsell and strategically pitch. With point by point announcing and improved market understanding FNB can persistently improve their items and administrations to suit the necessities of the understudy advertise. This information won't just help deals yet it will likewise manufacture the size and nature of their database. FNB can likewise get littler banks to build their general piece of the pie, and they could likewise have that securing explicitly pointed and coordinated to deal with the understudy advertise. It’s definately more costly to pull in another client than it is to keep a current one. This is the reason proper interest in FNB’s existing customers is so critical, with the goal that they can clutch their present customers and construct new ones simultaneously, permitting their business to persistently extend (Linea-directa arrangements, n. d. ). On the off chance that they continue existing customers cheerful and fulfilled, positive informal exchange will stream pulling in new clients. FNB’s correspondence projects ought to be planned for getting most extreme reaction through various correspondence channels, for example, postal, web, email, elephone and now developing and exceptionally viable patterns, for example, portable and online networking. These new patterns work particularly well with the understudy advertises as they are effectively associated with long range informal communication locales. This will get FNB extraordinary inclusion and communication with this market. Yet, these patterns require exact focusing on and drawing in content. In their discoursed and limited time interchanges materials FNB should concentrate on how they can best inspire their individual client and require their activity. They should satisfy their ‘How would we be able to help you’ motto, and truly get down to helping when clients need the support. In today’s relationship showcasing it is not any more enough to follow the encounters of your clients and find out about them. It is tied in with advancing each cooperation you have with your clients by welcome calls, helpdesk, client assistance arrangement support, total client care, objection taking care of, win-back projects. FNB ought to likewise attempt to connect with their understudy advertise with instructive yet fun and intuitive games and critical thinking through web based life locales and versatile applications. The understudy advertise is commonly inclined to take an interest for no particular reason and remunerating rivalries. FNB could draw in the understudy showcase by collaborating with ‘party’ occasions and night clubs that will permit understudies limits on extra charge just as beverages. This would be a viable method to speak with this market and truly catch their eye. The 6 fundamental belief chain viewpoints will presently be talked about: Acquisition as far as securing, CRM techniques should help a bank to target clients dependent on the ‘value’ they bring to the association, presently and for the duration of the life of the client. This will empower the bank to distinguish, target and catch new clients (Russ, 2006). Along these lines, FNB needs to guarantee that their offers have footing with the correct market sections, for this situation the understudy or graduate market. Obviously, client understanding and technique are the center differentiators for the bank. Subsequently, the banks individuals, applications, frameworks and procedures must help these systems to get the correct items and administrations to the correct client. FNB needs to offer the right arrangement of items and administrations that’s at east as wide and of high caliber as those of their rivals, to pull in new clients just as hold existing clients in both the general and understudy markets. As per Russ (2006), by doing this, a bank can shield the long lasting benefit capability of these understudy markets. These business sectors speak to the undiscovered income streams that can fuel a bank’s development. Understudies are people who have exceptionally low pay or no salary by any stretch of the imagination; thus the buying conduct of understudies would change to that of a representative. In the financial world, picking the correct bank for the understudy can be troublesome because of the various sorts of records accessible. In this manner, top to bottom exploration should be finished. Most understudies will settle on choice in the wake of acquiring different data, for example, 1. Financing cost of the bank. Loan cost is essentially a rate that the bank will pay the understudy on any of his sparing records. This is spoken to in a rate structure and is subject to the kind of record one holds. Understudy for this situation will attempt to open a record that will give them a higher loan fee. 2. Overdraft and credits

Working with children from birth to age 5 years Assignment

Working with youngsters from birth to age 5 years - Assignment Example They need a sheltered situation alongside legitimate consideration to have a sound existence. This paper means to give the essential comprehension about nature which ought to be organized their dynamic learning and security. This paper is a rule for the setting for small kids from birth to age 5 years. Security and Health Requirements Safety is one of the fundamental concerns when managing kids as long as 5 years old. The infants and small kids ought to be kept from bed passing. They should be appropriately put down for rest for example ideally ‘feet to foo’ position. The temperature of nature ought to be typical for the security of youngsters and the anticipation of sickness and different issues. Children ought not be disregarded at any example particularly for longer periods. Smoky condition is especially hurtful for babies and consequently, grown-ups ought to never smoke before them. Kids will in general trip furniture, steps and different surfaces higher than the flo or and for a protected domain it is fundamental that the infant is avoided all surfaces which may prompt a fall. An individual who can watch the infant all the time can guarantee that the infant doesn't fall. Stay away from any articles which the youngsters may place into their mouths. Get such articles far from the span of kids as they are hazardous for them. Gagging and gulping occurrences might be maintained a strategic distance from via cautious thought given to little items which a youngster may spot. The electric lines and outlets ought to be far from the kids. They may get electric stuns either by contacting, gnawing or playing with those electric strings and outlets or by jabbing metal material in them. The counteractions against electric shock are consequently, fundamental. Setting overwhelming furniture before the outlets, keeping strings path higher than their scope and spread the electric outlets firmly are some of measures to forestall electric shock mishaps. Every one of these counteractions are important to guarantee that the kids get a free from any danger condition (Heberle and Scutella p 44-48). The kids from a youthful age have certain physical and wellbeing prerequisites which should be satisfied. Guardians are encouraged to send lunch with youngsters so they can concentrate with a sound brain. The offspring of a youthful age need to have their morning meal every day so they can be sound. Kids need a domain where they can get toys to play with and subsequently to advance a superior learning condition it is essential a toys are given to them (Tassoni 2007 p.516). Setting required for an instructive situation All over the world it is seen that training has become an essential need for each person. Today the class or race doesn't make a difference much but instead the instruction one accomplishes has a more noteworthy significance. Extraordinary understudies have likewise been given inclination with regards to contemplates. Study hall Manageme nt Plans are intended to assist understudies with achieving a superior evaluation and better condition to consider (Khalsa 2007). Little youngsters have explicit prerequisites of these study hall the board plans which spin around the visual condition and the physical course of action in the class. Visual learning is a route through which the kids can be urged to concentrate as they are pulled in towards the hues and drawings. Likewise dividers are additionally designed so that the understudies are pulled in to the diagrams on the dividers. Various banners about the homerooms are put on the dividers which are there to pull in understudies. These visuals are very significant for the kids who are contemplating nowadays as this would advance better comprehension in the class (Tassoni 2007 p 27-30) Physical game plan of the seats on which the kids sit are likewise viewed as significant on the grounds that it would permit more space to the kids. Kids at a

Yay CPW!

Yay CPW! CPW is finally over, which basically means Im back to sleeping again. I definitely had an awesome time hosting events for Burton Conner and getting to meet a lot of you, but it was exhausting- I lived in the Burton Conner TV Lounge. When one event was over Id clean up from it, take a 30 minute nap on one of the couches down there (during which time I dreamed about all of the things that needed to be done in the next x hours) and then set up for the next event. But, from what I hear, you guys had a good time, so at least it was all for a good cause. ;-) Unfortunately, I dont have many pictures of the weekend because of an unfortunate camera battery charger mishap (long story Ill tell you sometime). Luckily, however, our good friend Snively used my computer to clear his pictures off his camera memory card. My own personal motto, which I repeat to my friends often, is I dont judge, I just take pictures. In this case, I feel like it needs to be modified to I dont judge, I just post pictures. [This entry was brought to you by the following quote: I look forward to a time when Im not sleep-deprived and can argue with her without totally getting pwned, its ON Laura! in Bryans guest blog entry.] So now, I present to you, Snivelys real view of CPW. And now, to enjoy the interactive nature of the blogs. Its caption contest time! The person who submits the best interpretation of the following portrait of Snively and exchange between Keri and I will winumbragging rights. Or something. Caption Contest A: Caption Contest B: Coming soon: actual pictures of the awesome natural ice formation I saw on my most recent floor trip. 3 Conner 2!!!

Colonization and Wealth in Joseph Conrads Heart of...

Colonization and Views on Wealth in Joseph Conrads Heart of Darkness and Chinua Achebes Things Fall Apart The novels Heart of Darkness by Joseph Conrad and Things Fall Apart by Chinua Achebe share a common theme; both deal with the colonization of Africa by settlers from Europe. When one examines the motives for this imperialist attitude in each book, one notices that in both books the motivation for colonization revolves around the gaining of wealth. However Conrad and Achebe define wealth differently. In Heart of Darkness the Europeans view wealth economically, such as the trading of ivory. In Things Fall Apart the idea of wealth is viewed by Europeans as belonging to and spreading the European culture and religion. Despite these†¦show more content†¦You would think they were praying to it† (Conrad 39). Marlow’s words demonstrate the colonists’ love of ivory and shows that it has been elevated in importance almost to a position of a god. From this extreme want of the ivory, one can say that ivory is wealth in the minds of the settlers in Heart of Darkness. As stated above, the main reason for colonization of Africa is for the settlers to gain wealth. However, each type of society can define wealth in different ways. In Heart of Darkness wealth was ivory, but in the book Things Fall Apart one can see that the settlers define wealth as the degree to which their religion is accepted by the Africans. This is evident when Mr. Smith says, â€Å"He saw the world as a battlefield in which the children of light were locked in mortal conflict with the sons of darkness† (Achebe 184). From this statement one discovers that Mr. Smith sees his purpose in Africa is to convert the â€Å"sons of darkness† into â€Å"children of the light.† One can also see that Mr. Smith has adopted a Manichean allegorical view of the members of each of the religions. According to Mr. Smith â€Å"The children of the light† are the Christian members and the â€Å"sons of darkness† are the Africans who cling to their traditional relig ion. Using this term to describe the Christians puts a positive light on them, while it also points outShow MoreRelatedOne Significant Change That Has Occurred in the World Between 1900 and 2005. Explain the Impact This Change Has Made on Our Lives and Why It Is an Important Change.163893 Words   |  656 Pagesglobalization, both of which can be seen as hallmarks of the opening decades of the twentieth century. This intermingling of the forces and processes that were arguably essential components 2 †¢ INTRODUCTION of two epochs we routinely set apart as centuries suggests the need for flexibility in demarcating phases of world history, and for determining beginnings and endings that accord with major shifts in political and socioeconomic circumstances and dynamics rather than standard but arbitrary

Advantages and Disadvantages of Genetically Modified Foods

Food and how it is made is a trending topic today. Most people are very concerned and interested in how food is grown. Some people prefer organic foods, as opposed to others who have no preferences. Some people will only eat fresh food, while others eat frozen and prepackaged foods with additives in them. Everyone has a personal preference as to what type of food they will eat. Genetically modified foods are a hot topic in the news today. They have made their appearance in discussions, protests, and scientific studies. There is a lot of information out there, but the question is, what really is genetically modified food? Genetically modified (GM) foods are crops such as corn, beans, and other types of foods that have been genetically modified to give them more desirable traits. These traits can be nutrient traits, drought tolerance traits, and color traits, in addition to many others. These traits can then be transferred to other plants by extracting a gene from one plant and placin g it into another plant. While GM foods may seem like a super food that can have potentially great benefits, there are questions about the quality of these types of foods. Are GM foods as good as they claim to be? Do they cause environmental issues, or cause health problems? What are some of the economic concerns related to GM foods? The world population is growing at a rapid pace; feeding this growing population is becoming a big problem. GM food is said to be advantageous in keeping the foodShow MoreRelatedBenefits Of Genetically Modified Organisms1294 Words   |  6 Pagespopulation growth, and environmental damage or should I say the causes of Genetically modified organisms. Genetically modified organisms are better known as GMO’s and can be defined as living organisms whose genetic material has been artificially manipulated in a laboratory through GM (genetic engineering) (â€Å"GMO facts†). This technique for crop management has been introduced to ensure farmers and merchants are able to improve crop or food quality in a more efficient way. Some people argue that this technologyRead MoreThe Information Found On Two Reliable Internet Websites1424 Words   |  6 Pages The information found on two reliable Internet websites is a secondary source by a renowned and well-known university, established since 1870 and a prestigious association, The Health Research Funding. In source 1 the pages linking to genetically modified foods is very rich in detail and has more then one contributor, all of which are very highly qualified in their areas of science. Therefore the information obtained is considered reliable. In source 2 the information is clear and detailed yetRead MoreGenetically Modified Crops Should Be Continued1248 Words   |  5 PagesGenetically Modified Crops has become an immensely controversial topic throughout the world. Many people do not even know what a GM crop is. Marlena Liggett states in her article â€Å"Genetically Modified Crops: Sensible Ingredients† that, â€Å"Even though there are many controversies surrounding genetically modified crops, they are beneficial to society, and their production should not be abandoned† (35). Liggett focuses on the reasons why the research on genetically modified crops should be continued.Read MoreTransgenic Crops : An Introduction And Resource Guide Essay1684 Words   |  7 Pagesuse of living cells and organism that helps to modified commercial products for specific use (Whittaker, 2013). This biotechnology splices the gene from one species of plant or animal and transfer it into another species to create various new varieties of plants that has a new characteristics that does not occur naturally.(Whittaker, 2013). Biotechnology involves alteration of DNA by introducing new DNA artificially that result in to genetically modified organism. Transgenic crop plant contain severalRead MoreThe Possiblities of Genetically Engineered Food1597 Words   |  7 PagesGenetically engineering food could be a viable possibility to ending the problem world hunger. There are many advantages to this solution but there are also disadvantages. This paper will aim to show both the advantages and disadvantages. I also hope to show the environmental impact that it could have. What is genetically engineered food? Genetically engineered foods are created when genes from plant and non-plant species are modified and transferred to create a food species that has certainRead MoreGenetic Modification ( Gm )1619 Words   |  7 Pagesan organism such as plants or animals. No one is permitted to deal with a genetically modified organism (GMO) in Australia unless the Australian Gene Technology Regulator has determined that the GMO is safe to human health and the surrounding environment. As the world’s population continues to increase and is expected to double within the next few years, the world’s demand for food and fibre has increased drastically. GM foods and fibres seem to be the only means for a solution to provide for the highRead MoreGenetically Modified Foods952 Words   |  4 PagesGMFs, short for genetically modified foods, are a product of genetic engineering that makes a DNA sequence in an organism favorable and improved. GMFs impact the world in a plethora of ways including socioeconomic and cultural ways in our local community and the individual opinions of many people. These mutated foods have not only caused numerous advantages, but additionally have caused many disadvantages that can hurt not only the local community but the global community as a whole. While dealingRead MoreThere Have Been Ongoing Debates About The Adoption Of Gmos1487 Words   |  6 Pagesof GMOs over natural food growth. Out of these discussions, there is a rising need to do research on genetically modified food verses naturally grown food. According to (Mary Colson., 2017), Genetically Modified food can be defined as a growing plant or animal that is modified and grows not a normal, natural way. The growth of this plant, animal or microorganism is triggered by altering its genetic material. The genetic material is usually changed in a way that makes the food not to occur naturallyRead MoreBenefits Of Genetically Modified Food1330 Words   |  6 Pages Everyone has heard of genetically modified food. They have become so prominent in the United States and fill up a majority of our supermarkets. There has been controversy over the past few years on whether genetically modifying animals and crops is ethical and safe. But what a majority of Americans lack is knowledge of genetic engineering (GE). Many Americans hear the term genetically modified organism (GMO) and think it sounds scary or bad. They decide to be against the techniques of GE beforeRead MoreBenefits Of Genetically Engineered Food1240 Words   |  5 Pagesincreasing food abundance is an increasingly popular, yet controversial practice in the 21st century. Genetic engineering of food is done for a number of reasons, the biggest of which is increasing food supplies in the world, especially for the third world countries. However, there are arguments and even activist movements against genetic engineering of food, which begs the question â€Å"why is gene tically engineered food so controversial?† The pro and con arguments of the genetic engineering of food cannot

Life of samuel d jackson Free Essays

This assignment consists of a written synopsis of a scholarly biography or biographies of a notable figure in American history, and an oral presentation of the work. In your synopsis, please be certain to explain the most important observations made by the author(s) concerning the contributions of the historic figure to American history and the ideal of American exceptionalism. The submission is not to exceed five type-written pages of double-spaced, 12-point Times Roman font. We will write a custom essay sample on Life of samuel d jackson or any similar topic only for you Order Now All pages must be numbered and your name included on the work. The written portion of the ssignment is due on Monday, 18 November 2013. Dates for oral presentations will be assigned at a later time. All written submissions must be made electronically and in hard-copy. Your selection of biographic topic must be made by Monday 14 October 2013. The following historic fgures are presented for your consideration: Thomas Alva Edison Andrew Jackson Calvin Coolidge Will Rogers Susan B. Anthony Clare Booth Luce Martin Luther King, Jr. Albert Einstein Harriet Tubman Dwight David Eisenhower George C. Marshall Henry A. Kissinger Ronald Wilson Reagan How to cite Life of samuel d jackson, Essays

Radiation Management Carbon Dioxide Removalâ€Myassignmenhthelp.Com

Question: Discuss About The Radiation Management Carbon Dioxide Removal? Answer: Introducation Hotel Hilton Sydney is located at the heart of the city and offers access to the best tourist attractions in Sydney like the Sydney Opera House. The hotel has luxurious room for guests, gourmet restaurants and guests are provided with amenities like fitness center and Alysium spa. However, the local community in Australia, the society in the neighborhood, government and suppliers are important stakeholders of Hotel Hilton. The hotel should adopt Stakeholder Value Analysis Model and publish sustainability reports to resolve issues like Green house gas emission, Waste management which includes reduction of food waste (Agrawal, Kaushik and Rahman 2015). Discussion Hotel Hilton should not only focus on creating value for shareholders and customers but the management of the famous hotel should focus on creating value for its stakeholders which includes the local people in Australia, society, neighborhood and government. The management of the hotel should focus on reducing greenhouse gas emission and on using renewable energy. The management of Hotel Hilton should address issue related to the waste management which includes food waste (Steg et al 2014). Stakholder Theory The issues that are faced by Hotel Hilton can be fit into the Clifton Model for analysis of stakeholders. The purpose of the stakeholder mapping and model is as follows The models of stakeholder analysis help in the identification of the stakeholders of the organization Models of stakeholder Analysis help to categorize and prioritize the stakeholders of an organization Modes of stakeholder Analysis help in determination of the actions that managers of an organization should adopt towards each stakeholder. According to the Mitchell et al model, the stakeholders of the company can be categorized into stakeholders who have attributes of power, urgency and legitimacy. According to the Mitchell et al model, managers of an organization give more attention and importance to the stakeholders who hold two or all three of the attributes of power, urgency and legitimacy The Mitchell et al. and other models of stakeholder Analysis act as practical tools for stakeholder analysis for managers. Brief introduction of Clifton Model The Clifton Model suggests that the models of stakeholder analysis which give preference to stakeholders with high power are not consistent with the sustainable world and they violate the idea of justice. Organizations should not give importance to stakeholders with high power as it is morally incorrect. The Clifton Model also suggests that other attributes like legitimacy, interests and urgency are also troublesome. The Clifton Model suggests that the models of analysis of stakeholders like Mitchell et al and Johnson et al are against the basic principles which are fundamental to create a sustainable world. The management of Hotel Hilton should focus on creating value for stakeholders like employees, customers, communities, government, suppliers. The management should not only focus on short term profitability by creating value for its shareholders but should focus on long term sustainability by enhancing value for its stakeholders(Benn, Dunphy and Griffiths 2014) The Parties That Have An Interest In The Issue The Triple Bottom Line of Business (TBL) are people, planet and profit and the sustainable development is broadly classified into three sectors like the economy, systems and environment. The organizations adopt the Triple Bottom Line Model to evaluate their performance and create value for stakeholders. The three sectors economy, systems and people are interconnected and should not be considered as separate units. Green house gas emission, disposal of waste and improper management of food waste can impact major stakeholders of Hotel Hilton like society, the Australian community, people of neighborhood, employees, customers and government (Reypens, Lievens and Blazevic 2016). The management should focus on wastage of food and should focus on recycling of waste from the operational activities in the hotel. Stakeholders involved in this issue are the customers, management, employees and the society and Australian community is impacted by this issue. The food waste impacts stakeholders because when the customers of the hotel waste food the manpower involved in preparing, storing and transporting the food is wasted. Rotting of food produces methane which has 21 times threat to global warming that carbon dioxide (Preston 2013). There are a lot of wastes produced in the day-to-day operational activities of the hotel. The guests of the Hotel Hilton are its major stakeholders who generate wastes in the form of cardboard, paper and plastic. The management should focus on managing these wastes to create value for stakeholders like the society, neighborhood, community and government. Land-filling of wastes is harmful for the environment and leads to emission of carbon dioxide and methane in the air and pesticides into groundwater and earth. Land-filling is also a costly process and the wastes have to be taken to the land filling sites which might be far from the premises of Hotel Hilton resulting in consumption of fuel and emission of green house gas. The management can create value for stakeholders by addressing these issues (Pera, Occhiocupo and Clarke 2016). The management of Hotel Hilton should also focus on creating value for its stakeholders like the society and community at international and national level by addressing issues of climate change. Hotel Hilton Sydney should create value for stakeholders by addressing issues like global warming and ozone depletion. The emission of greenhouse gas like chloro-fluro carbons, carbon dioxide from the premises of Hotel Hilton and use of non-renewable energy in projects of the hotel prevents the hotel to create value for stakeholders (Adger et al 2013). Australia is already a warm place and is vulnerable to change of the climate and most of the population in Australia lives by the coast (Clayton and Myers 2015).Climate change can have a serious impact on the economy and environment of the Australian community and Hotel Hilton should address this issue to enhance value for the stakeholders including customers, employees and community. Hotel Hilton Sydney should also create value for its stakeholders like employees and customers and community by managing water waste. The hotel pays utility bills for water once it purchases water and again when water is disposed. Hotel Hilton can create value for these stakeholders by controlling the amount of water consumed by its employees and guests. Community in Australia faces pressures for supply of water and the Hotel. The hotel can create value for stakeholders like community, government and employees by waste water management (Singaraju et al 2016). Techniques For Engaging Stakeholders The Hotel Hilton Sydney should engage internal stakeholders like employees and management by applying the method of carbon offsetting. This method will enable Hotel Hilton to address the issue of global warming by controlling greenhouse gas emission and investing in projects of the hotel that has less greenhouse gas emission. The hotel can involve its stakeholder to purchase credit of renewable energy. One credit of carbon is equivalent to one tone of Carbon Dioxide. The Hotel Hilton Sydney can make use of renewable energy from wind and solar power source. The company can provide solution to climate change by involving its stakeholders to support the move to clean and renewable energy. The Company should focus on creating value for its stakeholders by engaging customers and employees in managing food waste. Food waste can be measured by collecting the waste in 3 separate bins and employees of the hotel should be encouraged to avoid food and water wastes in kitchen. The waste should be recycled and awareness should be spread among guests visiting the hotel to reduce wastes in the form of plastic and cardboard. Conclusion Travelers especially business travelers and corporate groups search for credentials of sustainability before staying in a hotel. The Hotel Hilton Sydney should focus on creating value for stakeholder by focusing on long term sustainability. Corporate Social Responsibility, addressing environmental issues should be of prime importance to the hotel. The hotel should focus on addressing issues related to greenhouse gas emission, climate change, waste management including food waste and water waste. Society, community and government are important stakeholders of Hotel Hilton and thus the hotel should not only focus on creating profitability for shareholders but should also create value for its stakeholders by addressing issues of environment and climate change. References Adger, W.N., Barnett, J., Brown, K., Marshall, N. and O'brien, K., 2013. Cultural dimensions of climate change impacts and adaptation.Nature Climate Change,3(2), p.112. Agrawal, A.K., Kaushik, A.K. and Rahman, Z., 2015. Co-creation of social value through integration of stakeholders.Procedia-Social and Behavioral Sciences,189, pp.442-448. Benn, S., Dunphy, D. and Griffiths, A., 2014.Organizational change for corporate sustainability.Routledge. Clayton, S. and Myers, G., 2015.Conservation psychology: Understanding and promoting human care for nature. John Wiley Sons. Pera, R., Occhiocupo, N. and Clarke, J., 2016. Motives and resources for value co-creation in a multi-stakeholder ecosystem: A managerial perspective.Journal of Business Research,69(10), pp.4033-4041. Preston, C.J., 2013. Ethics and geoengineering: reviewing the moral issues raised by solar radiation management and carbon dioxide removal.Wiley Interdisciplinary Reviews: Climate Change,4(1), pp.23-37. Reypens, C., Lievens, A. and Blazevic, V., 2016.Leveraging value in multi-stakeholder innovation networks: A process framework for value co-creation and capture.Industrial Marketing Management,56, pp.40-50. Singaraju, S.P., Nguyen, Q.A., Niininen, O. and Sullivan-Mort, G., 2016. Social media and value co-creation in multi-stakeholder systems: A resource integration approach.Industrial Marketing Management,54, pp.44-55. Steg, L., Bolderdijk, J.W., Keizer, K. and Perlaviciute, G., 2014. An integrated framework for encouraging pro-environmental behaviour: The role of values, situational factors and goals.Journal of Environmental Psychology,38, pp.104-115.

Substance Abuse in the US

The study of substance abuse in the US shows an irregular trend in their use. Consumption of some the drug has increased while there is a decline in the use of others. The reasons leading to an increase and decrease in the usage are wide-ranging.Advertising We will write a custom essay sample on Substance Abuse in the US specifically for you for only $16.05 $11/page Learn More The increase in the use of Crack for instance, has been because of the change in the mode of usage. At first, its consumption was low because of the harmful chemicals that were used during its manufacture. However, that has changed because the chemical components have been reduced. In addition, the use of Crack does not need an injection. The addicts fear using the syringe because of the risk of conducting the HIV virus. Drugs that need injection for use have seen a decline in their usage due to the AIDS scourge. Though cocaine is said to be the most powerful drug that makes one to go â€Å"high,† its use has significantly dropped. This has been because of the use of the syringe. This is in addition to its fatal side effects. Continued use of cocaine has life-threatening effects. It causes an increase in high blood pressure, liver damage, heart attack, and most recently cancer among other harmful effects (Toit 1977). The use of Marijuana has remained constant partly because of the fight between the government and health practitioners over its medicinal value and legality. The study also reveals increased use of stimulants such as Ritalin especially among the teenagers. Regular use of these drugs causes far-reaching effects such as nausea and addiction. The use of illicit drugs is sometimes considered as having medicinal value. Using the drugs may also be seen as a cultural obligation. The most common drug that has caused controversy is Marijuana. The tussle is whether it should be legalized or not. Doctors have approved its usage in the treatment of pa in. The government is opposed to this quoting from doctors who have presented a dissenting opinion on the matter. The health institutions though limited to critically ill patients have recommended the use of Marijuana. Amphetamines are used in the treatment of asthma and nasal congestion with its dose coming in various forms. Coca that is contained in cocaine cures rheumatism, malaria, and toothache when used in tea leaves. In fact, in the US today cocaine is classified under the Controlled Substances Act as schedule 11(Commission 1973). Its use though limited is permitted in hospitals. The effects of substance abuse go beyond the addict. It encompasses employers, health practitioners, friends, and to a large extend the society. In marriage relationships where only one partner is an addict, the non-addict is adversely affected. It can change the personality of the addict leading to unpredictable moods that may keep shifting from instant violence to immediate silence.Advertising Looking for essay on health medicine? Let's see if we can help you! Get your first paper with 15% OFF Learn More Such behavior leads to breakage of marriage relationships. Addiction causes craving if the need is not satisfied. If the resources are limited then violence may break out. This may cause embarrassment to the family as they are exposed to the society in an attempt to look for a solution. If the addict is a student, his relationship with teachers and schoolmates is spoiled. This can lead to stigmatization towards the addict. This will cause reduced motivation and concentration in the addict’s academic performance. Other substances have extreme health effects such cancer that may come from excessive cigarette smoking. Expectant mothers can give birth to children with defects if they regularly abuse drugs. The family and society as a whole covers fines charged on criminal actions, rehab, and treatment costs that make up the costs of addiction. Other effects include madness, paranoia, and low self-esteem. References Toit, D. (1977) Drugs, Rituals, and Altered States of Consciousness. Rotterdam: Balkema Publishers. Commission, US (1973). Drug use in America. Washington DC: Ardent Media Publishers. This essay on Substance Abuse in the US was written and submitted by user Elisabeth Bruce to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

Free Essays on Risiology

1. Enlace Quà ­mico: Fuerza entre los tomos que los mantiene unidos en las molà ©culas. Cuando dos o ms tomos se acercan lo suficiente, puede producirse una fuerza de atraccià ³n entre los electrones de los tomos individuales y el nà ºcleo de otro u otros tomos. Si esta fuerza es lo suficientemente grande para mantener unidos los tomos, se dice que se ha formado un enlace quà ­mico. Todos los enlaces quà ­micos resultan de la atraccià ³n simultnea de uno o ms electrones por ms de un nà ºcleo. En el enlace que se forma, el sodio se transforma en catià ³n (ion de carga positiva) entregando su electrà ³n de valencia al cloro, que se convierte en anià ³n (ion de carga negativa). Este intercambio de electrones se refleja en la diferencia de tamaà ±o entre los tomos antes y despuà ©s del enlace . Atraà ­dos por fuerzas electrostticas , los iones se organizan formando una red cristalina en la que cada uno es fuertemente atraà ­do hacia un grupo de ‘vecinos prà ³ximos’ de carga opuesta y, en menor medida, hacia todos los dems iones de carga opuesta a travà ©s de todo el cristal. Tipos de Enlace: -Enlace Covalente: En un enlace covalente, los dos tomos enlazados comparten electrones. Si los tomos del enlace covalente son de elementos diferentes, uno de ellos tiende a atraer a los electrones compartidos con ms fuerza, y los electrones pasan ms tiempo cerca de ese tomo; a este enlace se le conoce como covalente polar. Cuando los tomos unidos por un enlace covalente son iguales, ninguno de los tomos atrae a los electrones compartidos con ms fuerza que el otro; este fenà ³meno recibe el nombre de enlace covalente no polar o apolar. Las molà ©culas estn formadas por combinaciones especà ­ficas de tomos. Las sustancias comunes pueden dividirse teà ³ricamente en molà ©culas simples, como aquà ­ se representa, pero no se pueden dividir ms sin alterar su naturaleza. Como en una recet... Free Essays on Risiology Free Essays on Risiology 1. Enlace Quà ­mico: Fuerza entre los tomos que los mantiene unidos en las molà ©culas. Cuando dos o ms tomos se acercan lo suficiente, puede producirse una fuerza de atraccià ³n entre los electrones de los tomos individuales y el nà ºcleo de otro u otros tomos. Si esta fuerza es lo suficientemente grande para mantener unidos los tomos, se dice que se ha formado un enlace quà ­mico. Todos los enlaces quà ­micos resultan de la atraccià ³n simultnea de uno o ms electrones por ms de un nà ºcleo. En el enlace que se forma, el sodio se transforma en catià ³n (ion de carga positiva) entregando su electrà ³n de valencia al cloro, que se convierte en anià ³n (ion de carga negativa). Este intercambio de electrones se refleja en la diferencia de tamaà ±o entre los tomos antes y despuà ©s del enlace . Atraà ­dos por fuerzas electrostticas , los iones se organizan formando una red cristalina en la que cada uno es fuertemente atraà ­do hacia un grupo de ‘vecinos prà ³ximos’ de carga opuesta y, en menor medida, hacia todos los dems iones de carga opuesta a travà ©s de todo el cristal. Tipos de Enlace: -Enlace Covalente: En un enlace covalente, los dos tomos enlazados comparten electrones. Si los tomos del enlace covalente son de elementos diferentes, uno de ellos tiende a atraer a los electrones compartidos con ms fuerza, y los electrones pasan ms tiempo cerca de ese tomo; a este enlace se le conoce como covalente polar. Cuando los tomos unidos por un enlace covalente son iguales, ninguno de los tomos atrae a los electrones compartidos con ms fuerza que el otro; este fenà ³meno recibe el nombre de enlace covalente no polar o apolar. Las molà ©culas estn formadas por combinaciones especà ­ficas de tomos. Las sustancias comunes pueden dividirse teà ³ricamente en molà ©culas simples, como aquà ­ se representa, pero no se pueden dividir ms sin alterar su naturaleza. Como en una recet...

Phoenician Purple Dye Industry Term Paper Example | Topics and Well Written Essays - 3250 words

Phoenician Purple Dye Industry - Term Paper Example Phoenician culture and their origin is the primary source of conflict. Some believe that the origin dates back to 2nd or 3rd millennium B.C., while others attribute early Iron Age (around 1200 B.C.) as Phoenician origin. Uncertainties about their name probably led to the uncertainties about their origin as well. There are instances when references for the Phoinikes for people and Phoinike for region were identified in as far back as Homeric times. There is a definite association between these terms and common noun phoinix, which refers to â€Å"purple-red† and stems from traditional Phoenician purple dying industry. There is a possibility that the name was used earlier, may be occasionally, in the 2nd millennium B.C. in Mycenaean writings. It is because the feminine adjective po-ni-ki-ja meaning â€Å"red† that refers to a chariot was also used in Mycenaean time (Moscati 17). The concept of nationality or national unity was quite blurring among Phoenicians. Therefore, t here were no commonly established which distinguish the cities. In 3rd millennium B.C., the term â€Å"Canaanited† was used to refer people and â€Å"Canaan† to refer the region, but it refers to the whole Syro-Palestinian region. The term is also used to denote Phoenicians, in particular, in the Old Testament, and it reside on the Mediterranean areas. Later, Saint Augustine said that the peasants attributed themselves as Kena’ani while talking about the people of Africa. Ancient wedge-shaped text reveals that the word â€Å"Canaan† is also attributed with the idea of â€Å"purple-red†. However, the term â€Å"Canaanites† may hold a broader meaning than the term â€Å"Phoenician†. Undoubtedly, it refers to Phoenicians sometimes, however, it does not refer to them alone (Moscati 17).Furthermore, Moscati states that: It is quite different thing with another name â€Å"Sidonians,† which is actually too specific: both in Homer and in the Bible, it is used to denote the Phoenicians as a whole, but it seems obvious that this is because of the suzerainty at some time, in some place of the city from which the name derives, Sidon. In other words, it is an extended meaning, a linguistic phenomenon that once again emphasized the lack of unity awareness among the Phoenicians. (18) Phoenicians as Nation Around 1200 B.C., until the early days of Iron Age, Syro-Palestinian history does not distinguish centers on the coasts which constitute Phoenicia, from the centers in the interior. There was no substantial differentiation is made in coasts and hinterland. The language, religion, or craftsmanship was also not distinguished to a considerable extent. It refer to the Phoenicians who have Syrian civilization in the broader sense, therefore Syro-Palestinian is more common term rather than Phoenicians(Moscati 18).While talking about the reason of Phoenician isolation from the hinterland, Moscati states that: For the very rea son they were isolated and concentrated together along the coastline, the cities that we can now rightly call Phoenician strengthened the links among themselves and worked more closely together in   reciprocal affairs. Moreover, the closure of the hinterland, or the difficulty of expanding inland (we are obviously talking of commercial which was always typical of coastal cities) led to new paths being opened, paths towards the western Mediterranean. Thus

Business Communication Assignment Example | Topics and Well Written Essays - 1500 words

Business Communication - Assignment Example Thank you for your letter dated 20 March, 2013 regarding to the quality issue of kiwi fruits, we regret for the inconvenience caused to you in this regard and thank you for allowing us to examine your issues. We had started taking corrective actions after receiving your earlier phone call. At the time of packing, we cross checked and found that the products were up tothe standard. Also, we are sure that the problem might have occurred during the transit, as we did not receive any issues before that. Please let me know,when is the consignment required by you,after getting the confirmation from your side, we will make the arrangements to deliver the product to you within two days by using the special express delivery methods. In order to avoid causing inconvenience to others, the management has planned to place two containers near the external back door which is to be used as an ashtray and rubbish bin from 15 March, 2013 onwards. Any feedbacks from our staff members are invited on or before 13 March, 2013 in this regard, so it will enable us to consider the facts before implementing them. We observed from your letter that you had purchased Del Mar Cellular Window Shades C1116 on June 2009 as well as onAugust 2009. From your mail, we have understood that you are not unable to locate the invoice for the purchases made on August 2009,on which you are facing the issues. As per the norms of the company, we can only guarantee the services only when you produce the invoice copy. For this, you can either search for the invoice copy in your premises. Else you can obtain the duplicate copy of your purchase by going to Cellini’s store. If you are able to locate the invoice copy, then we can personally guarantee that our warranty services will be free of cost or else our concern person will visit your place and verify for the barcodes which available on the product; if it is ours then we will definitely rectify the

Analysis of Customer Satisfaction at Beach Resort

Analysis of Customer Satisfaction at Beach Resort Chapter I: Introduction 1.1 Background In recent times, customers satisfaction is the main concern for every hotel and resort. Customers are now more valued and every effort is being made to keep them loyal to the resort and make them permanent visitors. The hotel industry believes that higher level of customer satisfaction may result in higher levels of repurchase. Repeat purchasing is essential to a continued stream of profitability through achieving higher levels of customer satisfaction (Oliver, 1997). The customers satisfaction can be defined as â€Å"the fulfillment response† which they feel towards given service. It has been a judgment that a product or service feature, or the product or service itself, provides (or is providing) a pleasurable level of consumption-related fulfillment, including levels of underfulfilment or overfulfilment† (Oliver, 1996, p. 14). The concept of consumer satisfaction occupies a central position in marketing thought and practice. Conceptually, satisfaction is an outcome of purchase and use results from the buyers comparison of the rewards and costs of the purchase in relation to the anticipated consequences. Operationally, satisfaction is similar to attitude in that it can be assessed as the sum of the satisfactions with the various attributes of the product or service. With due consideration of this marketing approach, every effort is being made to provide the customers with better services in order to keep them loyal and make them a repeat visitor. The customer behaviour is considered as the ultimate success scale within the industry. The hotel industry is also among those sectors which have been trying to attract customers as long term visits. For this purpose, the hotel industry consistently implies different approaches to assess the customers satisfaction level in order to introduce new methods to attract them and make them their repeat visitors. The Samui Island has many attractions for the tourists and visitors from all around the world and a great number of visitors come to the island in order to enjoy tranquil and naturally beautiful beaches, hospitality of the local population and the unique services like spa offered by the hotel industry. There are a lot of visiting places on the island like the Big Buddah, Namuang Waterfall, Hin Ta Hin Ya, Sawadee Shrine, Hin Lad Waterfall, Scuba Diving, Dinning and restaurant and Samui nightlife etc. These attractions have attracted visitors tremendously and have contributed significantly to enhance the business opportunity for the local hotels and resorts. Nora Beach is one of the most famous resorts of the Samui Island. It is a luxurious retreat in Thailand, situated in a strategic place of Koh Samaui, the 3rd largest island. The resort offers its customers a break from the hassles of the real world. The resort enjoys a spectacular hillside setting, overlooking a seclude bay just north of the world famous Chaweng Beach. It is located a few minutes from the airport and a short drive from the city centre (Nora Beach and Spa, 2007). Nora Beach Resort and Spa has strived to offer its customers excellent service over the years. 1.2 Purpose of Study The purpose of this study is to analyse the level of customers satisfaction at Nora Beach Resort, Koh Samui, Thailand. This analysis would be made by assessing customers opinion through a well designed questionnaire. Considering the results of this analysis, the study will try to suggest the strategy for achieving a desirable customers satisfaction in the light of new marketing approaches. 1.1 Objectives of Study The objectives of the study are: To understand the level of customers satisfaction by conducting a survey. To analyse the characteristics of the customers satisfaction which contribute their loyalty for the particular resort or hotel. This will be done by analysing purpose of visit, gender, age, education and other characteristics. To suggest a strategy to retain customer loyalty by adopting an effective marketing strategy. 1.4 Study Structure In order to analyse customers satisfaction with the service at Nora Beach Resort and Spa at Koh Samui, this study will review the current literature in the context of customers satisfaction and the services provided by the hotel industry. It will also examine the customers satisfaction in relation with the services provided at Nora Beach Resort and Spa through the primary data. For this purpose, in the literature review chapter, different theories relating to service, customers satisfaction and different categories of hotels will be reviewed. The methodology chapter will present philosophy and methods of research undertaken for this study. It will also describe the sampling, data collection tools and the method for data analysis. The fourth chapter will present the results of the research in relation with demographic analysis of the respondents and their satisfaction level at the Hotel. In the fifth chapter, conclusions will be made resulting from the data analysis. This researcher w ill offer recommendation to the industry with due consideration to the results of the primary data and the review of the literature. Chapter II: Literature Review 2.1 Introduction 2.2 Service The service is defined as a â€Å"prototype for service, covering the need of the customer and the design of the service†. Edvardsson and Olsson (1996, p. 149). Goldstein et al. (2002) suggest that the service concept integrates the â€Å"how† and â€Å"what† of service design while keeping both the customers needs and strategic intent of the firm in mind. In other words, the service concept gives a detailed description of what the customer needs and how the organization will deliver the service. The study of customers satisfaction in the field of general marketing has evolved into important parameters that need to be identified and understood in order to satisfy the needs and wants of customers. Since the success of a business has been linked to providing high levels of customers satisfaction, a substantial amount of effort has been focused on identifying how consumers perceive service quality in various settings. Gronroos (1982) has defined service quality as â€Å"the outcome of an evaluation process where the consumer compares his expectations with the service he perceived he has received.† Hence we can say that perceived service is measured against expected service. Service quality has been seen as the result of comparing a customers expectations prior to receiving the service with the customers experiences with the service. Wyckoff (1984) defined the concept of service quality from the companys perspective. Service quality is the degree of excellence for meeting the customers requirements, and control over the variability in achieving that excellence. 2.2.1 Service Theories According to Parasuraman, Zeithaml, and Berry (1988) the study of service in the field of general marketing has evolved into important parameters that need to be identified and understood in order to satisfy the needs and wants of customers. With growing competition and emerging of hotel industry as a high profiting business, much preference is made to deliver a quality service to the customers. The researchers have defined service quality as the result of comparing the expectation of service quality and the perception of feelings. That is, the service quality not only includes the evaluation of the service performances, but also includes the process of service (Parasuraman, Zeithaml, and Berry, 1985, 1988). According to Sherden (1988), service quality is defined as a relationship between a customer and the particular employee with whom the customer is dealing. Although the actual level of service quality is developed in the employee-customer relationship, management must ensure that customers experiences are in line with their expectations. Lovelock (1991) has defined the characteristics of service quality. According to him, service quality is that; which is delivered in a performance, in which the customer is involved in production in which other customers are often similarly involved in production (e.g., a theater) in which quality control can only be performed during delivery in which service cannot be inventoried, deliver is â€Å"realtime†, and; distribution channels are nonexistent or compressed. Examining service quality and its relationship with relevant constructs not only requires recognition of essential dimensions of service quality, but also identification of dimensions that are most meaningful to the customers in measuring the overall satisfaction. Therefore, having a better understanding of service quality is associated with considering various dimensions of service quality. Service quality dimensions or elements are those attributes that contribute to the creation of consumer expectations and perceptions of service quality. Service Quality called â€Å"SERVQUAL† is an instrument for measuring the gap between the services.† Therefore, what consumers think should be provided and what they think actually has been provided. Parasuraman, Zeithaml, and Berry (1985, 1988) initially offered ten attributes, which they regard as essential to the quality of all services. These ten dimensions were tangibles, reliability, responsiveness, communication, credibility, security, competence, courtesy, understanding/knowing the customer, and access. These ten dimensions and their descriptions served as the basic structure of the service quality domain from which items were derived for the SERVQUAL scale (Table 1). 2.2.2 Elements of Service Researchers agree that it is hard to measure customer satisfaction and the service quality as every customer perceives service from his or her own preferences (Gavin Eccles and Philip Durand, 1997). To overcome this problem of defining the service level, hotels have addressed it through star ratings, where guests can gain a perception of the quality on offer through the number of stars attached to he hotel. However, as service quality depends more on customers perception, there are different criteria used by different customer groups to evaluate service. The purpose of The SERVQUAL scale is to measure levels of service quality. In this technique, it is assumed that the levels of service quality experienced by customers are critically determined by the gap between general expectations of the service and the customers perceptions of what they actually receive from a specific service provider. The customers can evaluate the service quality from the following five factors: tangibles; reliability; responsiveness; assurance; empathy. The benefit of the SERVQUAL scale is that the management can assess and monitor the service quality and design better strategies and policies to improve it. Furthermore, understanding the customers satisfaction level and perception of service quality may yield important information influencing the design and specification of this and other, related, services provided by the organization. Finally, it helps the hotel industry in better developing future service improvements (Gavin and Durand, 1997). 2.3 Impact of Service on Customer Satisfaction The improved service quality provided to the customers enhances their loyalty to the service provider. Thus, attention has been paid to the concept of customer satisfaction as a corporate goal among academics and business practitioners (Rust Oliver, 1995). Satisfaction is a major outcome of marketing processes that culminate in purchase, and satisfaction is also thought to contribute to post-purchasing phenomena such as word-of-mouth communication, repurchase intention, and brand loyalty. Gronholdt, Martensen, and Kristensen (2000) administered a study on sixty companies and found that customer satisfaction would have significant impacts on customer loyalty. Bowen and Chen (2001) focused on the hotel industry to examine the relationship between customer satisfaction and customer loyalty. The results showed a slight increase in customer satisfaction would highly improve customer loyalty. Hence, customer satisfaction was inferred to have great impacts on customer loyalty. Moreover, Tam (2004) established an integrated framework of service quality, customer satisfaction, and perceived value, suggesting that customer satisfaction and perceived value have significant influences on customers future purchase behaviors. Anderson and Sullivan (1993) believed that customer satisfaction positively influenced repurchase intentions. Repurchase intentions is considered a possible outcome of customer loyalty. Jones and Sasser (1995) stated that customer loyalty is â€Å"a feeling of attachment to or affection for a companys people, products, or services.† Customer loyalty is often referred to as a purchase behavior, unlike customer satisfaction, which is an attitude. Repurchase behavior is a form of loyalty. Customer loyalty, a key mediating variable in explaining customer retention is concerned with the likelihood of a customer returning, making business referrals, providing strong word-of-mouth, as well as providing references and publicity (Bowen and Showemaker, 1998). Although most research on loyalty has focused on frequently purchased package goods (brand loyalty), the loyalty concept is also important for industrial goods (vendor loyalty), services (service loyalty), and retail establishment (store loyalty) Prior research has shown that ones emotions have an influence on behavior, and that one responds to an event in certain ways to maintain positive emotions (i.e. happiness) and to avoid negative emotions (i.e. depression) (Strauss and Neuhaus, 1997). Oliver, Rust, and Varki (1997) found that positive emotion led to higher levels of customer satisfaction and increased repurchase intentions. On the other hand, Andreasen (1999) found that initial negative emotion caused by a service failure results in customer exit behavior. Dick and Basu (1994) posited that true loyalty only exists when repeat patronage coexists with a high relative positive attitude. In addition to attitude, it has been argued that loyalty may also be based on cognition (Lee and Zeiss, 1980; Oliver, 1980). 2.2.4 Quality in Customer Service The quality of service provided to the customers matters a lot more not only for the customers but it is a matter of great concern for the service provider as well. Common dimensions of satisfaction with a service include service quality, product quality, price, and location. The theory suggest that the â€Å"people factor† (i.e., service quality), in terms of tangibility, reliability, responsiveness, assurance, and empathy, may be the most salient in determining overall satisfaction and repeated purchasing in service industries. Parasuraman, Zeithaml, and Berry (1988) conceptualized perceived service quality as a long-run overall evaluation about a service, whereas satisfaction was a transaction-specific evaluation. Based on these conceptualizations, they posited that incidents of satisfaction over time result in perceptions of service quality. Other researchers supported the argument that customer satisfaction leads to service quality. For example, Bitner (1990) developed a model of service encounter evaluation and empirically supported the effect of satisfaction on service quality. Bolton and Drew (1991b) also proposed that satisfaction leads to service quality. Cronin and Taylor (1992) reported that in their structural analysis for the causal relations among satisfaction, overall service quality, and purchase intention, the coefficients of path for service quality, satisfaction, and purchase intention appeared to be all significant while the coefficients of path for satisfaction, service quality, purchase intention were insignificant. Spreng and MacKoy (1996) also studied the relationship between service quality and satisfaction based on their modified Olivers (1993) satisfaction/service quality model. Their modified model fitted the data well where service quality was hypothesized to influence satisfaction. In their study, the path coefficient between two constructs appeared to be significant (t = 9.4). Woodside, Frey, and Daly (1989) supported the causal relation of service quality and satisfaction with data collected in area of health care. Several researchers stated that overall service quality is determined only by the customers perception of a service, rather than the difference between the customers expectation and actual service performance. 2.3 Customer Satisfaction The service literature has been contributed to the confusion over the relationship between consumer satisfaction and service quality. The most important that service providers need to know are how their objectives meet or exceed the customers satisfaction with their performance. The importance of this issue has been led to several recent efforts to clarify the relationship between satisfaction and service quality. The SERVQUAL measurement tool suggests that a consumers perception of service quality involves the difference between his or her expectations about the performance of a general class of service providers and his or her assessment of the actual performance of a specific firm within that class. SERVQUAL confounds customer satisfaction and customer attitude. In contrast, the SERVPERF version of the original SERVQUAL scale only concerns performance. Common dimensions of satisfaction with a service include service quality, product quality, price, and location. The theory suggest that the â€Å"people factor† (i.e., service quality), in terms of tangibility, reliability, responsiveness, assurance, and empathy, may be the most salient in determining overall satisfaction and repeated purchasing in service industries. Parasuraman, Zeithaml, and Berry (1988) conceptualized perceived service quality as a long-run overall evaluation about a service, whereas satisfaction was a transaction-specific evaluation. Based on these conceptualizations, they posited that incidents of satisfaction over time result in perceptions of service quality. Other researchers supported the argument that customer satisfaction leads to service quality. For example, Bitner (1990) developed a model of service encounter evaluation and empirically supported the effect of satisfaction on service quality. Bolton and Drew (1991b) also proposed that satisfaction leads to service quality. Cronin and Taylor (1992) reported that in their structural analysis for the causal relations among satisfaction, overall service quality, and purchase intention, the coefficients of path for service quality, satisfaction, and purchase intention appeared to be all significant while the coefficients of path for satisfaction, service quality, purchase intention were insignificant. 2.3.1 Customer Satisfaction Theories The customer satisfaction theories stress that quality of service is more important than the goods provided. Customers get satisfied mainly because of the quality and it is a psychological effect on their choice when they choose a particular hotel or resort to visit and stay. That is why one of the fastest growing segments in marketing research is the study of customer satisfaction (Dutka, 1994). When customers get satisfied with a particular service, they become loyal for it and in this way, the business have more repeat visitors. Customers satisfaction is directly linked with his or her expectancy level. The perception of customers are always different and there is no hard and fast rule to determine what kind of service satisfy more. As the satisfaction expectancies consistently change, so, there are three stages which the customers pass through before rendering satisfaction. At the first level, expectations are simple and take the form of assumptions. In the next level the expecta tion level become complex and the customer has higher expectations. At the third level customers expectorations are even higher and he or she years for something which may attract him or her and have some delightful effects rather than the normal routine services. (Service Marketing, 2007). When a customer achieves this kind of highly attracting service, he becomes a loyal and repeat customer and remains loyal until the service quality begin deteriorating. 2.3.2 Functionalities of Customer Satisfaction The functionality of customer satisfaction in the business world is that how effectively the services/goods meet the customers expectations. Therefore we can see across marketing world that each businesses success story relies on â€Å"Customer Satisfaction†. Thus the customer satisfaction has become the key element of business strategy in todays market place (Buchanan, Gilles, 1990). Although the customer satisfaction varies from an individual to individual, however certain recommend standards can be opted in-order to mitigate positively the popular perception. The common tool to opt the level of customer satisfaction is survey or collection of primary data where customer is asked to evaluate the open ended and close ended statements in accordance with the customers own perception. Thence the performance of the service/goods becomes contingent of that certain level of Customer Satisfaction. 2.3.3 Customer vs. Employee Satisfaction Satisfaction can be seen from two different perspectives. Customers satisfaction implies that they should get satisfied with the quality of service they receive while the employees satisfaction means how satisfied they are in the workplace and how they are able to serve the customers with commitment. As the satisfaction on both sides is imperative the hotel industry has not only to ensure the satisfaction of its customers but also those of their employees because without satisfaction of employees there is no justification to expect commitment of employees. Employees satisfaction may be achieved through incentives and rewards, acknowledgment of their performance and motivating them for achievement of further goals. Similarly, customers satisfaction can be achieved through offering them unique and high standard services and fostering better public relations with them. 2.4 Hotel Categories Hotels can be categorised according to the services they provide, i.e., location, facilities and services offered and clientele served. Restaurants mostly provide the customers with eating stuff but do not offer accommodation. However, hotels mainly have accommodation facilities as well as provide the customers different menus for breakfast, lunch and dinner. Some hotels offer accommodation but does not have their own chef so customers have to have their meals outside. Furthermore, the services of hotels further differ according to their location. In Thailand, usually hotels have begun to offer spa and other health facilities besides providing them normal accommodation and meals facilities. 2.4.1 Types of Hotel Most of the hotels have their own star rating. But the interesting thing is that there is no unified system to determine the service quality of the hotels. Throughout Europe, rating of hotels is determined either by government or by the private organisation according to the service they provide (Martin, 2007). There are 1 to 5 star hotels across the globe and the cost of their services differ according to their rating. For example, a four star hotel is much costly than a 1 star hotel. Similarly, four star hotel is expected to have more facilities than a 1 star hotel. A four to five star hotel may have more services and amenities, including meeting space for conferences 2.5 Nora Beach Resort and Spa 2.5.1 Information of the Hotel The Nora Beach Resort is a luxurious retreat in Thailand, situated in a strategic place of Koh Samui, the 3rd largest island, which offers its customers a break from the hassles of the real world. The resort enjoys a spectacular hillside setting, overlooking a secluded bay just north of the world-famous Chaweng Beach. It is located a few minutes from the airport and a short drive from the city centre (Nora Beach Resort and Spa, 2007). The profound services of Nora Beach Resort and Spa are as follow: Bars and Restaurants. Recreation Anodas Spa Rooms The additional supportive services of the Resort are as follow: Travel and Tours Desk. Taxi/Limousine Service. Swimming pools Laundry and Dry Cleaning. Gymnasium/Fitness Room. Baby Sitting Facilities. 2.5.2 Type of Customers The type of customers visit Nora Beach Resort and Spa are holiday makers, however the professionals on travel also frequently visit the resort. According to a study by Thailand Tourism Statistics that 87% of tourists are holiday makers at Koh Samui Island; where the Nora Beach Resort is jewel of the attraction for the holiday makers at Koh Samui Islands. These categories of visitors consist of male, female and children with age diversity from 13 to 55 years on average. They prefer Nora Beach for the reason that major attractions of Island are nearby the resort. 2.5 Conclusion In this chapter, different theories of customers satisfaction have been evaluated and reviewed. Further, the importance of service quality on customers loyalty has been discussed. Besides, the review of literature from customers perspective, different categories of hotels and the system of rating has also been discussed. The review of literature shows that with the competition in hotel industry, customers perception and expectation of service has increased to a great extent and now the hotel industry has to enhance, improve and add up more services for the customers to make them loyal to the services. Chapter III: Methodology 3.1 Introduction This chapter presents details about the methodology adopted and elaborates the chosen research philosophy, approach and strategy used and the reasons for their selection. Further, this chapter describes the sample population and how the primary data was collected and processed. It also describes the secondary data collection for the literature review. This chapter further explains the data collection tool and highlights validity, authenticity and reliability of the data collected. 3.2 Research Framework Saunders et al. (2007) define an exploratory study as a valuable means of finding out what is happening; to seek new insights; to ask questions and to assess phenomena in a new light study. Further, they define interpretivism as a theory of knowledge that depicts the methods, validity and scope of the research. This theory advocates that it is necessary for the researcher to understand difference between humans as social actors (Saunders, Lewis Thornhil, 2007). ). Hence, the study was conducted in the interpretivism philosophy, because the aim of the researcher was to know the difference of human behavior in relation with satisfaction in the service quality provided by the Nora Beach Resort and Spa. The researcher aimed to know how customers get satisfied with the service provided by the Resort and how they perceive service quality. The research strategy utilized was case study. The case study strategy has considerable ability to generate answers to the question ‘why? as well as the ‘what? and ‘how? questions (Saunders et al., 2007). In addition, a case study strategy can be very worthwhile way of exploring existing theory or to challenge an existing theory (Saunders et al., 2007). The study also sought answers to what the customers satisfaction level and how customers can be attracted to revisit the Nora Beach Resort and Spa. 3.3 Sampling The population of this research were customers who stayed in Nora Beach Resort and Spa; a total of n= 113 customers completed the survey. The sampling technique needed for the case study was non- probability sampling which are purposive and convenience. 3.4 Data Collection tool The data collection tool for this study is a well designed questionnaire consisting of three parts as questionnaires are one of the most widely used data collection techniques in the survey strategy (Saunders et al. 2007). The first part is related to the customers satisfaction consisting 15 questions based on five likert scale ranging from very satisfied, satisfied, neutral, dissatisfied and very dissatisfied. The purpose of this part is to assess the perception of customers about the quality of the Resort in relation with menu variety, room service, cleanliness etc. The second part consists general type of questions like accessibility of the Resort and the reason to choose it. The third part of the questionnaire is demographic one assessing customers gender, age occupation and the purpose of their visit. In all, there were twenty two questions asked to analyze the customers assessment and expectations regarding the facilities and services as provided at Nora Beach Resort and Spa, T hailand. 3.4 Data Collection The research was based on positivism principles with deductive approach. The questionnaire developed was placed in the guest rooms, as well as in the lobby and was collected by Ms.Napaphon Rattanarak, a proctor who was trained according to the guidelines established. Permission was granted by the resort manager to conduct this study following highest ethical standards and principles. 3.6 Data Analysis As this study aims at providing recommendations on improving service quality of Nora Beach Resort and Spa, the dully filled and returned questionnaire was analysed using SPSS, the software having good analytical capabilities. The analysis of the questionnaire offers insight about the conception of customers with regard to their perception of service quality at Nora Beach Resort and Spa. The results of this analysis will be discussed in the preceding chapter. 3.7 Conclusion This chapter has highlighted the research philosophy, techniques and methods used for this study. The study has relied over Likert Technique because in-order to assess the level of customer satisfaction the best available method was to conduct survey. The respondents were visitors to the resort staying at the Nora Beach Resort and Spa. Although the responses of the customers may be biased as their opinion may be influenced by the service provided at that very moment, yet, this research provides a lot of interesting information regarding their perception of the service quality. Chapter IV: Results 4.1 Introduction In this chapter, the researcher will show the results of the data collected from the questionnaire which were gathered from the customers/visitors of Nora Beach Resort and Spa at Koh Samui. In this section, the researcher will present the demographic information from the respondents, and will also discuss the customers response towards the questions asked about the services provided. Further, the researcher will discuss the general information analysis of the customers as to how they found the resort, why did they choose to stay at the Nora Beach Resort and Spa and whether it was their first visit or they are a repeat visitors. 4.2 Demographics There were total 113 questionnaire placed in the guest room and the lobby of the resort which the customer staying at the resort had to fill up which, in return, were collected and returned to the researcher by Ms. Napaphon, a protector trained for the purpose. All the 113 questionnaires were duly filled up and retuned y the customers. Of these 113 respondents, 56 were male (49.56 per cent) and 57 female (50.44 per cent) 4.3 Level of Analysis of Customer Satisfaction at Beach Resort Analysis of Customer Satisfaction at Beach Resort Chapter I: Introduction 1.1 Background In recent times, customers satisfaction is the main concern for every hotel and resort. Customers are now more valued and every effort is being made to keep them loyal to the resort and make them permanent visitors. The hotel industry believes that higher level of customer satisfaction may result in higher levels of repurchase. Repeat purchasing is essential to a continued stream of profitability through achieving higher levels of customer satisfaction (Oliver, 1997). The customers satisfaction can be defined as â€Å"the fulfillment response† which they feel towards given service. It has been a judgment that a product or service feature, or the product or service itself, provides (or is providing) a pleasurable level of consumption-related fulfillment, including levels of underfulfilment or overfulfilment† (Oliver, 1996, p. 14). The concept of consumer satisfaction occupies a central position in marketing thought and practice. Conceptually, satisfaction is an outcome of purchase and use results from the buyers comparison of the rewards and costs of the purchase in relation to the anticipated consequences. Operationally, satisfaction is similar to attitude in that it can be assessed as the sum of the satisfactions with the various attributes of the product or service. With due consideration of this marketing approach, every effort is being made to provide the customers with better services in order to keep them loyal and make them a repeat visitor. The customer behaviour is considered as the ultimate success scale within the industry. The hotel industry is also among those sectors which have been trying to attract customers as long term visits. For this purpose, the hotel industry consistently implies different approaches to assess the customers satisfaction level in order to introduce new methods to attract them and make them their repeat visitors. The Samui Island has many attractions for the tourists and visitors from all around the world and a great number of visitors come to the island in order to enjoy tranquil and naturally beautiful beaches, hospitality of the local population and the unique services like spa offered by the hotel industry. There are a lot of visiting places on the island like the Big Buddah, Namuang Waterfall, Hin Ta Hin Ya, Sawadee Shrine, Hin Lad Waterfall, Scuba Diving, Dinning and restaurant and Samui nightlife etc. These attractions have attracted visitors tremendously and have contributed significantly to enhance the business opportunity for the local hotels and resorts. Nora Beach is one of the most famous resorts of the Samui Island. It is a luxurious retreat in Thailand, situated in a strategic place of Koh Samaui, the 3rd largest island. The resort offers its customers a break from the hassles of the real world. The resort enjoys a spectacular hillside setting, overlooking a seclude bay just north of the world famous Chaweng Beach. It is located a few minutes from the airport and a short drive from the city centre (Nora Beach and Spa, 2007). Nora Beach Resort and Spa has strived to offer its customers excellent service over the years. 1.2 Purpose of Study The purpose of this study is to analyse the level of customers satisfaction at Nora Beach Resort, Koh Samui, Thailand. This analysis would be made by assessing customers opinion through a well designed questionnaire. Considering the results of this analysis, the study will try to suggest the strategy for achieving a desirable customers satisfaction in the light of new marketing approaches. 1.1 Objectives of Study The objectives of the study are: To understand the level of customers satisfaction by conducting a survey. To analyse the characteristics of the customers satisfaction which contribute their loyalty for the particular resort or hotel. This will be done by analysing purpose of visit, gender, age, education and other characteristics. To suggest a strategy to retain customer loyalty by adopting an effective marketing strategy. 1.4 Study Structure In order to analyse customers satisfaction with the service at Nora Beach Resort and Spa at Koh Samui, this study will review the current literature in the context of customers satisfaction and the services provided by the hotel industry. It will also examine the customers satisfaction in relation with the services provided at Nora Beach Resort and Spa through the primary data. For this purpose, in the literature review chapter, different theories relating to service, customers satisfaction and different categories of hotels will be reviewed. The methodology chapter will present philosophy and methods of research undertaken for this study. It will also describe the sampling, data collection tools and the method for data analysis. The fourth chapter will present the results of the research in relation with demographic analysis of the respondents and their satisfaction level at the Hotel. In the fifth chapter, conclusions will be made resulting from the data analysis. This researcher w ill offer recommendation to the industry with due consideration to the results of the primary data and the review of the literature. Chapter II: Literature Review 2.1 Introduction 2.2 Service The service is defined as a â€Å"prototype for service, covering the need of the customer and the design of the service†. Edvardsson and Olsson (1996, p. 149). Goldstein et al. (2002) suggest that the service concept integrates the â€Å"how† and â€Å"what† of service design while keeping both the customers needs and strategic intent of the firm in mind. In other words, the service concept gives a detailed description of what the customer needs and how the organization will deliver the service. The study of customers satisfaction in the field of general marketing has evolved into important parameters that need to be identified and understood in order to satisfy the needs and wants of customers. Since the success of a business has been linked to providing high levels of customers satisfaction, a substantial amount of effort has been focused on identifying how consumers perceive service quality in various settings. Gronroos (1982) has defined service quality as â€Å"the outcome of an evaluation process where the consumer compares his expectations with the service he perceived he has received.† Hence we can say that perceived service is measured against expected service. Service quality has been seen as the result of comparing a customers expectations prior to receiving the service with the customers experiences with the service. Wyckoff (1984) defined the concept of service quality from the companys perspective. Service quality is the degree of excellence for meeting the customers requirements, and control over the variability in achieving that excellence. 2.2.1 Service Theories According to Parasuraman, Zeithaml, and Berry (1988) the study of service in the field of general marketing has evolved into important parameters that need to be identified and understood in order to satisfy the needs and wants of customers. With growing competition and emerging of hotel industry as a high profiting business, much preference is made to deliver a quality service to the customers. The researchers have defined service quality as the result of comparing the expectation of service quality and the perception of feelings. That is, the service quality not only includes the evaluation of the service performances, but also includes the process of service (Parasuraman, Zeithaml, and Berry, 1985, 1988). According to Sherden (1988), service quality is defined as a relationship between a customer and the particular employee with whom the customer is dealing. Although the actual level of service quality is developed in the employee-customer relationship, management must ensure that customers experiences are in line with their expectations. Lovelock (1991) has defined the characteristics of service quality. According to him, service quality is that; which is delivered in a performance, in which the customer is involved in production in which other customers are often similarly involved in production (e.g., a theater) in which quality control can only be performed during delivery in which service cannot be inventoried, deliver is â€Å"realtime†, and; distribution channels are nonexistent or compressed. Examining service quality and its relationship with relevant constructs not only requires recognition of essential dimensions of service quality, but also identification of dimensions that are most meaningful to the customers in measuring the overall satisfaction. Therefore, having a better understanding of service quality is associated with considering various dimensions of service quality. Service quality dimensions or elements are those attributes that contribute to the creation of consumer expectations and perceptions of service quality. Service Quality called â€Å"SERVQUAL† is an instrument for measuring the gap between the services.† Therefore, what consumers think should be provided and what they think actually has been provided. Parasuraman, Zeithaml, and Berry (1985, 1988) initially offered ten attributes, which they regard as essential to the quality of all services. These ten dimensions were tangibles, reliability, responsiveness, communication, credibility, security, competence, courtesy, understanding/knowing the customer, and access. These ten dimensions and their descriptions served as the basic structure of the service quality domain from which items were derived for the SERVQUAL scale (Table 1). 2.2.2 Elements of Service Researchers agree that it is hard to measure customer satisfaction and the service quality as every customer perceives service from his or her own preferences (Gavin Eccles and Philip Durand, 1997). To overcome this problem of defining the service level, hotels have addressed it through star ratings, where guests can gain a perception of the quality on offer through the number of stars attached to he hotel. However, as service quality depends more on customers perception, there are different criteria used by different customer groups to evaluate service. The purpose of The SERVQUAL scale is to measure levels of service quality. In this technique, it is assumed that the levels of service quality experienced by customers are critically determined by the gap between general expectations of the service and the customers perceptions of what they actually receive from a specific service provider. The customers can evaluate the service quality from the following five factors: tangibles; reliability; responsiveness; assurance; empathy. The benefit of the SERVQUAL scale is that the management can assess and monitor the service quality and design better strategies and policies to improve it. Furthermore, understanding the customers satisfaction level and perception of service quality may yield important information influencing the design and specification of this and other, related, services provided by the organization. Finally, it helps the hotel industry in better developing future service improvements (Gavin and Durand, 1997). 2.3 Impact of Service on Customer Satisfaction The improved service quality provided to the customers enhances their loyalty to the service provider. Thus, attention has been paid to the concept of customer satisfaction as a corporate goal among academics and business practitioners (Rust Oliver, 1995). Satisfaction is a major outcome of marketing processes that culminate in purchase, and satisfaction is also thought to contribute to post-purchasing phenomena such as word-of-mouth communication, repurchase intention, and brand loyalty. Gronholdt, Martensen, and Kristensen (2000) administered a study on sixty companies and found that customer satisfaction would have significant impacts on customer loyalty. Bowen and Chen (2001) focused on the hotel industry to examine the relationship between customer satisfaction and customer loyalty. The results showed a slight increase in customer satisfaction would highly improve customer loyalty. Hence, customer satisfaction was inferred to have great impacts on customer loyalty. Moreover, Tam (2004) established an integrated framework of service quality, customer satisfaction, and perceived value, suggesting that customer satisfaction and perceived value have significant influences on customers future purchase behaviors. Anderson and Sullivan (1993) believed that customer satisfaction positively influenced repurchase intentions. Repurchase intentions is considered a possible outcome of customer loyalty. Jones and Sasser (1995) stated that customer loyalty is â€Å"a feeling of attachment to or affection for a companys people, products, or services.† Customer loyalty is often referred to as a purchase behavior, unlike customer satisfaction, which is an attitude. Repurchase behavior is a form of loyalty. Customer loyalty, a key mediating variable in explaining customer retention is concerned with the likelihood of a customer returning, making business referrals, providing strong word-of-mouth, as well as providing references and publicity (Bowen and Showemaker, 1998). Although most research on loyalty has focused on frequently purchased package goods (brand loyalty), the loyalty concept is also important for industrial goods (vendor loyalty), services (service loyalty), and retail establishment (store loyalty) Prior research has shown that ones emotions have an influence on behavior, and that one responds to an event in certain ways to maintain positive emotions (i.e. happiness) and to avoid negative emotions (i.e. depression) (Strauss and Neuhaus, 1997). Oliver, Rust, and Varki (1997) found that positive emotion led to higher levels of customer satisfaction and increased repurchase intentions. On the other hand, Andreasen (1999) found that initial negative emotion caused by a service failure results in customer exit behavior. Dick and Basu (1994) posited that true loyalty only exists when repeat patronage coexists with a high relative positive attitude. In addition to attitude, it has been argued that loyalty may also be based on cognition (Lee and Zeiss, 1980; Oliver, 1980). 2.2.4 Quality in Customer Service The quality of service provided to the customers matters a lot more not only for the customers but it is a matter of great concern for the service provider as well. Common dimensions of satisfaction with a service include service quality, product quality, price, and location. The theory suggest that the â€Å"people factor† (i.e., service quality), in terms of tangibility, reliability, responsiveness, assurance, and empathy, may be the most salient in determining overall satisfaction and repeated purchasing in service industries. Parasuraman, Zeithaml, and Berry (1988) conceptualized perceived service quality as a long-run overall evaluation about a service, whereas satisfaction was a transaction-specific evaluation. Based on these conceptualizations, they posited that incidents of satisfaction over time result in perceptions of service quality. Other researchers supported the argument that customer satisfaction leads to service quality. For example, Bitner (1990) developed a model of service encounter evaluation and empirically supported the effect of satisfaction on service quality. Bolton and Drew (1991b) also proposed that satisfaction leads to service quality. Cronin and Taylor (1992) reported that in their structural analysis for the causal relations among satisfaction, overall service quality, and purchase intention, the coefficients of path for service quality, satisfaction, and purchase intention appeared to be all significant while the coefficients of path for satisfaction, service quality, purchase intention were insignificant. Spreng and MacKoy (1996) also studied the relationship between service quality and satisfaction based on their modified Olivers (1993) satisfaction/service quality model. Their modified model fitted the data well where service quality was hypothesized to influence satisfaction. In their study, the path coefficient between two constructs appeared to be significant (t = 9.4). Woodside, Frey, and Daly (1989) supported the causal relation of service quality and satisfaction with data collected in area of health care. Several researchers stated that overall service quality is determined only by the customers perception of a service, rather than the difference between the customers expectation and actual service performance. 2.3 Customer Satisfaction The service literature has been contributed to the confusion over the relationship between consumer satisfaction and service quality. The most important that service providers need to know are how their objectives meet or exceed the customers satisfaction with their performance. The importance of this issue has been led to several recent efforts to clarify the relationship between satisfaction and service quality. The SERVQUAL measurement tool suggests that a consumers perception of service quality involves the difference between his or her expectations about the performance of a general class of service providers and his or her assessment of the actual performance of a specific firm within that class. SERVQUAL confounds customer satisfaction and customer attitude. In contrast, the SERVPERF version of the original SERVQUAL scale only concerns performance. Common dimensions of satisfaction with a service include service quality, product quality, price, and location. The theory suggest that the â€Å"people factor† (i.e., service quality), in terms of tangibility, reliability, responsiveness, assurance, and empathy, may be the most salient in determining overall satisfaction and repeated purchasing in service industries. Parasuraman, Zeithaml, and Berry (1988) conceptualized perceived service quality as a long-run overall evaluation about a service, whereas satisfaction was a transaction-specific evaluation. Based on these conceptualizations, they posited that incidents of satisfaction over time result in perceptions of service quality. Other researchers supported the argument that customer satisfaction leads to service quality. For example, Bitner (1990) developed a model of service encounter evaluation and empirically supported the effect of satisfaction on service quality. Bolton and Drew (1991b) also proposed that satisfaction leads to service quality. Cronin and Taylor (1992) reported that in their structural analysis for the causal relations among satisfaction, overall service quality, and purchase intention, the coefficients of path for service quality, satisfaction, and purchase intention appeared to be all significant while the coefficients of path for satisfaction, service quality, purchase intention were insignificant. 2.3.1 Customer Satisfaction Theories The customer satisfaction theories stress that quality of service is more important than the goods provided. Customers get satisfied mainly because of the quality and it is a psychological effect on their choice when they choose a particular hotel or resort to visit and stay. That is why one of the fastest growing segments in marketing research is the study of customer satisfaction (Dutka, 1994). When customers get satisfied with a particular service, they become loyal for it and in this way, the business have more repeat visitors. Customers satisfaction is directly linked with his or her expectancy level. The perception of customers are always different and there is no hard and fast rule to determine what kind of service satisfy more. As the satisfaction expectancies consistently change, so, there are three stages which the customers pass through before rendering satisfaction. At the first level, expectations are simple and take the form of assumptions. In the next level the expecta tion level become complex and the customer has higher expectations. At the third level customers expectorations are even higher and he or she years for something which may attract him or her and have some delightful effects rather than the normal routine services. (Service Marketing, 2007). When a customer achieves this kind of highly attracting service, he becomes a loyal and repeat customer and remains loyal until the service quality begin deteriorating. 2.3.2 Functionalities of Customer Satisfaction The functionality of customer satisfaction in the business world is that how effectively the services/goods meet the customers expectations. Therefore we can see across marketing world that each businesses success story relies on â€Å"Customer Satisfaction†. Thus the customer satisfaction has become the key element of business strategy in todays market place (Buchanan, Gilles, 1990). Although the customer satisfaction varies from an individual to individual, however certain recommend standards can be opted in-order to mitigate positively the popular perception. The common tool to opt the level of customer satisfaction is survey or collection of primary data where customer is asked to evaluate the open ended and close ended statements in accordance with the customers own perception. Thence the performance of the service/goods becomes contingent of that certain level of Customer Satisfaction. 2.3.3 Customer vs. Employee Satisfaction Satisfaction can be seen from two different perspectives. Customers satisfaction implies that they should get satisfied with the quality of service they receive while the employees satisfaction means how satisfied they are in the workplace and how they are able to serve the customers with commitment. As the satisfaction on both sides is imperative the hotel industry has not only to ensure the satisfaction of its customers but also those of their employees because without satisfaction of employees there is no justification to expect commitment of employees. Employees satisfaction may be achieved through incentives and rewards, acknowledgment of their performance and motivating them for achievement of further goals. Similarly, customers satisfaction can be achieved through offering them unique and high standard services and fostering better public relations with them. 2.4 Hotel Categories Hotels can be categorised according to the services they provide, i.e., location, facilities and services offered and clientele served. Restaurants mostly provide the customers with eating stuff but do not offer accommodation. However, hotels mainly have accommodation facilities as well as provide the customers different menus for breakfast, lunch and dinner. Some hotels offer accommodation but does not have their own chef so customers have to have their meals outside. Furthermore, the services of hotels further differ according to their location. In Thailand, usually hotels have begun to offer spa and other health facilities besides providing them normal accommodation and meals facilities. 2.4.1 Types of Hotel Most of the hotels have their own star rating. But the interesting thing is that there is no unified system to determine the service quality of the hotels. Throughout Europe, rating of hotels is determined either by government or by the private organisation according to the service they provide (Martin, 2007). There are 1 to 5 star hotels across the globe and the cost of their services differ according to their rating. For example, a four star hotel is much costly than a 1 star hotel. Similarly, four star hotel is expected to have more facilities than a 1 star hotel. A four to five star hotel may have more services and amenities, including meeting space for conferences 2.5 Nora Beach Resort and Spa 2.5.1 Information of the Hotel The Nora Beach Resort is a luxurious retreat in Thailand, situated in a strategic place of Koh Samui, the 3rd largest island, which offers its customers a break from the hassles of the real world. The resort enjoys a spectacular hillside setting, overlooking a secluded bay just north of the world-famous Chaweng Beach. It is located a few minutes from the airport and a short drive from the city centre (Nora Beach Resort and Spa, 2007). The profound services of Nora Beach Resort and Spa are as follow: Bars and Restaurants. Recreation Anodas Spa Rooms The additional supportive services of the Resort are as follow: Travel and Tours Desk. Taxi/Limousine Service. Swimming pools Laundry and Dry Cleaning. Gymnasium/Fitness Room. Baby Sitting Facilities. 2.5.2 Type of Customers The type of customers visit Nora Beach Resort and Spa are holiday makers, however the professionals on travel also frequently visit the resort. According to a study by Thailand Tourism Statistics that 87% of tourists are holiday makers at Koh Samui Island; where the Nora Beach Resort is jewel of the attraction for the holiday makers at Koh Samui Islands. These categories of visitors consist of male, female and children with age diversity from 13 to 55 years on average. They prefer Nora Beach for the reason that major attractions of Island are nearby the resort. 2.5 Conclusion In this chapter, different theories of customers satisfaction have been evaluated and reviewed. Further, the importance of service quality on customers loyalty has been discussed. Besides, the review of literature from customers perspective, different categories of hotels and the system of rating has also been discussed. The review of literature shows that with the competition in hotel industry, customers perception and expectation of service has increased to a great extent and now the hotel industry has to enhance, improve and add up more services for the customers to make them loyal to the services. Chapter III: Methodology 3.1 Introduction This chapter presents details about the methodology adopted and elaborates the chosen research philosophy, approach and strategy used and the reasons for their selection. Further, this chapter describes the sample population and how the primary data was collected and processed. It also describes the secondary data collection for the literature review. This chapter further explains the data collection tool and highlights validity, authenticity and reliability of the data collected. 3.2 Research Framework Saunders et al. (2007) define an exploratory study as a valuable means of finding out what is happening; to seek new insights; to ask questions and to assess phenomena in a new light study. Further, they define interpretivism as a theory of knowledge that depicts the methods, validity and scope of the research. This theory advocates that it is necessary for the researcher to understand difference between humans as social actors (Saunders, Lewis Thornhil, 2007). ). Hence, the study was conducted in the interpretivism philosophy, because the aim of the researcher was to know the difference of human behavior in relation with satisfaction in the service quality provided by the Nora Beach Resort and Spa. The researcher aimed to know how customers get satisfied with the service provided by the Resort and how they perceive service quality. The research strategy utilized was case study. The case study strategy has considerable ability to generate answers to the question ‘why? as well as the ‘what? and ‘how? questions (Saunders et al., 2007). In addition, a case study strategy can be very worthwhile way of exploring existing theory or to challenge an existing theory (Saunders et al., 2007). The study also sought answers to what the customers satisfaction level and how customers can be attracted to revisit the Nora Beach Resort and Spa. 3.3 Sampling The population of this research were customers who stayed in Nora Beach Resort and Spa; a total of n= 113 customers completed the survey. The sampling technique needed for the case study was non- probability sampling which are purposive and convenience. 3.4 Data Collection tool The data collection tool for this study is a well designed questionnaire consisting of three parts as questionnaires are one of the most widely used data collection techniques in the survey strategy (Saunders et al. 2007). The first part is related to the customers satisfaction consisting 15 questions based on five likert scale ranging from very satisfied, satisfied, neutral, dissatisfied and very dissatisfied. The purpose of this part is to assess the perception of customers about the quality of the Resort in relation with menu variety, room service, cleanliness etc. The second part consists general type of questions like accessibility of the Resort and the reason to choose it. The third part of the questionnaire is demographic one assessing customers gender, age occupation and the purpose of their visit. In all, there were twenty two questions asked to analyze the customers assessment and expectations regarding the facilities and services as provided at Nora Beach Resort and Spa, T hailand. 3.4 Data Collection The research was based on positivism principles with deductive approach. The questionnaire developed was placed in the guest rooms, as well as in the lobby and was collected by Ms.Napaphon Rattanarak, a proctor who was trained according to the guidelines established. Permission was granted by the resort manager to conduct this study following highest ethical standards and principles. 3.6 Data Analysis As this study aims at providing recommendations on improving service quality of Nora Beach Resort and Spa, the dully filled and returned questionnaire was analysed using SPSS, the software having good analytical capabilities. The analysis of the questionnaire offers insight about the conception of customers with regard to their perception of service quality at Nora Beach Resort and Spa. The results of this analysis will be discussed in the preceding chapter. 3.7 Conclusion This chapter has highlighted the research philosophy, techniques and methods used for this study. The study has relied over Likert Technique because in-order to assess the level of customer satisfaction the best available method was to conduct survey. The respondents were visitors to the resort staying at the Nora Beach Resort and Spa. Although the responses of the customers may be biased as their opinion may be influenced by the service provided at that very moment, yet, this research provides a lot of interesting information regarding their perception of the service quality. Chapter IV: Results 4.1 Introduction In this chapter, the researcher will show the results of the data collected from the questionnaire which were gathered from the customers/visitors of Nora Beach Resort and Spa at Koh Samui. In this section, the researcher will present the demographic information from the respondents, and will also discuss the customers response towards the questions asked about the services provided. Further, the researcher will discuss the general information analysis of the customers as to how they found the resort, why did they choose to stay at the Nora Beach Resort and Spa and whether it was their first visit or they are a repeat visitors. 4.2 Demographics There were total 113 questionnaire placed in the guest room and the lobby of the resort which the customer staying at the resort had to fill up which, in return, were collected and returned to the researcher by Ms. Napaphon, a protector trained for the purpose. All the 113 questionnaires were duly filled up and retuned y the customers. Of these 113 respondents, 56 were male (49.56 per cent) and 57 female (50.44 per cent) 4.3 Level of