Improving Customer Service Quality in
GIRNE AMERICAN UNIVERSITY
INSTITUTE OF SOCIAL AND APPLIED SCIENCES
DEPARTMENT OF BUSINESS & ECONOMICS
Master Research Proposal
Improving Customer Service Quality in
4-5 Star Hotels in North Cyprus
Student Name - Asif HUSSAIN
Supervisor
Prof. Dr. ERDAL TURKAN
Email: asif_del04@yahoo.com Address:13,Kucuk Medrese sokak Lefkosa
27-01-2011 1. Title: Improving customer service quality in 4-5 Star Hotels in North Cyprus 2. Background
This research will focus on an additive exploration of prior undergraduate research of Hussain,(2011). In 2011 Hussain has researched only 3 star Hotels In Norther Cyprus. This study will incorporate 4-5 star hotels as its research settings. This will add new evidence to existing body of knowledge. The previous research which was made for 3- stars hotels of North Cyprus was as a part of Graduation Project and was supervised by Nafiya Guden
This research will be investigating the customer service quality in 4-5 hotels of North Cyprus and how hotels can improve customer service quality within North Cyprus. Research will also be focusing the variations in the customer service quality and customer satisfaction knowledge that the North Cyprus hotels have.
Looking at previous studies, the hotel management should establish a system to observe their customers’ want and their views on service quality in order to support finding out and effective decision strategy. (Vijayadurai, 2008). In this industry, the key factors in retaining existing customers is, customer satisfaction and loyalty which is largely dependant upon the service quality offered by hotels. After globalization, in order to attract many foreign and domestic tourists, hotels have been faced with the challenge of improving quality of the service offered in many ways. (Vijayadurai, 2008).
Cyprus is the third largest island in the Mediterranean. Today, the island has two parts: North part which is administered by Turks and
INSTITUTE OF SOCIAL AND APPLIED SCIENCES
DEPARTMENT OF BUSINESS & ECONOMICS
Master Research Proposal
Improving Customer Service Quality in
4-5 Star Hotels in North Cyprus
Student Name - Asif HUSSAIN
Supervisor
Prof. Dr. ERDAL TURKAN
Email: asif_del04@yahoo.com Address:13,Kucuk Medrese sokak Lefkosa
27-01-2011 1. Title: Improving customer service quality in 4-5 Star Hotels in North Cyprus 2. Background
This research will focus on an additive exploration of prior undergraduate research of Hussain,(2011). In 2011 Hussain has researched only 3 star Hotels In Norther Cyprus. This study will incorporate 4-5 star hotels as its research settings. This will add new evidence to existing body of knowledge. The previous research which was made for 3- stars hotels of North Cyprus was as a part of Graduation Project and was supervised by Nafiya Guden
This research will be investigating the customer service quality in 4-5 hotels of North Cyprus and how hotels can improve customer service quality within North Cyprus. Research will also be focusing the variations in the customer service quality and customer satisfaction knowledge that the North Cyprus hotels have.
Looking at previous studies, the hotel management should establish a system to observe their customers’ want and their views on service quality in order to support finding out and effective decision strategy. (Vijayadurai, 2008). In this industry, the key factors in retaining existing customers is, customer satisfaction and loyalty which is largely dependant upon the service quality offered by hotels. After globalization, in order to attract many foreign and domestic tourists, hotels have been faced with the challenge of improving quality of the service offered in many ways. (Vijayadurai, 2008).
Cyprus is the third largest island in the Mediterranean. Today, the island has two parts: North part which is administered by Turks and
References: * Altinay,M.& Hussain, K., 2005. Sustainable tourism development: a case study of North Cyprus. International Journal of Contemporary Hospitality Management, [serial online] 2005. Vol.17 No.3, pp. 272-280 * Aaker, A * Alpert, M. I., 1971. Identification of determinant attributes: A comparison of models. Journal of Marketing Research, 8(May), p. 184-191. * Bennington, L.& Cummane, J., 1998. Measuring service quality: A hybrid methodology. Total Quality Management [serial online] 1998. Vol.9 No. 6, pp. 395-405 * Chang, H.,S., 2008 * DeSouza, G., 1993. Now service businesses must manage quality. Journal of Business Strategy, 10 (3), p. 21 – 25 * Dursun, Y., & Cerci, M., 2004 * Iacobucci, D.& Ostrom, A., 1995. Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer. Journal of Consumer Psychology [serial online] 1995. 4(3), pp.277-303 * Jones, D., L., Mak, B.& Sim, J., 2007 * Kotler, P., 1997. Marketing management: Analysis, planning, implementation, and control. New Jersey: Prentice-Hall.