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Importance and impact of guest satisfaction
31-37Views:503The service quality can be measured by the consumers’ satisfaction. Researchers assume that high quality satisfies the guests and satisfaction may increase their loyalty. The main goal of this article is to measure guest satisfaction and prove its positive impacts on Hungarian hotels’ performance. A comprehensive survey was made on the Hungarian wellness hotels in October 2012; the primary aim was to provide them suggestions to improve their quality on the base of guests’ feedback. A self-administered questionnaire were compiled and sent back by 815 respondents. The investigation examined the quality awareness, quality perception, guest satisfaction and the following behavioral intentions of domestic guests of spa hotels. It can be concluded that domestic guests are generally satisfied with the quality of services offered by Hungarian spa hotels. The message of this research is for hotel managers that the increase of guest satisfaction can be reached by the improvement of service quality, and not only with price discounts. It has been demonstrated that satisfaction is closely related to their willingness to return to the hotel, so it is an essential condition of loyalty.
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Comparing the levels of expectation and satisfaction of Indian and foreign adventure tourists visiting India
5-13Views:454Purpose – The present study is undertaken to explore the difference between expectation and satisfaction level of Indian and foreign adventure tourists and the relationship between the levels of expectation and satisfaction of Indian and foreign adventure tourists.
Methodology – The data has been gathered from a sample of 300 adventure tourists comprising of 150 Indians and 150 foreigners. A principal component analysis with varimax rotation has identified 28 relevant items, which are broadly clustered into 6 significant factors. They are labeled as Aesthetic Appeal, Facilities, Accommodation, Information, Food and Safety and Security.
Findings – The findings of this study revealed significant differences between the levels of expectation and satisfaction of adventure tourists of Indian and foreign origin. The level of expectation among the Indian and foreign adventure tourist is higher and, comparatively, the level of satisfaction is lower. The level of expectation and the level of satisfaction of Indian adventure tourists are positively and significantly correlated with respect to variables such as Aesthetic Appeal, Facilities, Safety and Security and Accommodation. For the foreign adventure tourist, the level of expectation and level of satisfaction are positively and significantly correlated with respect to variables such as Information, Aesthetic Appeal, Facilities and Food.
Practical Implications – The research findings will help in the promotion of adventure tourism in India.
Originality/ Value – The identified factors can be used for similar kinds of studies at different destinations. The results of the study would be instrumental in developing strategies for ensuring more satisfied tourists. -
Guest satisfaction survey at the Aquaticum Debrecen Thermal and Wellness Hotel
53-56Views:303Aquaticum Debrecen Thermal and Wellness Hotel is one of the most successful hotels in the North Great Plains region as well as in Hungary. The key to success lies in high level customer satisfaction. On the one hand only the satisfied guests will return to the hotel, on the other hand the guests’ positive or negative opinions will be shared with thousands of potential customers immediately by means of the Internet. Consequently, exploring the main factors of guest satisfaction has never been so important as nowadays. An online questionnaire system was introduced to the hotel in 2010, which resulted in an increased number of customer responses, thus it became possible to analyse the various aspects of customer satisfaction in a greater detail. In the present study the critical factors of guest satisfaction are analysed. We investigated the guests’ willingness to return to the hotel, and found that there is no significant difference between the guests’ gender, age, permanent place of residence and the fact if they travel alone or with a company and their willingness to return to the hotel, i.e. guest satisfaction. However, business travellers’ opinion significantly differs from the recreational travellers’ views concerning their return to the hotel. Business travellers are less satisfied and less willing to return. Furthermore, we investigated whether the problems experienced by the guests in the hotel influence the guests’ willingness to return to the hotel. We found that the guests who experienced problems are less willing to return. However, we also concluded that there was no significant difference in their willingness to return among those guests who experienced problems during their stay and these were efficiently handled, and those guests who did not experience any problem.
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The impacts of organizational culture, knowledge management and employee engagement on job satisfaction: The case of supportive service officers in Mongolia
97-104Views:643Employee’s job satisfaction is one of the main influential factors for the effectiveness of human resource development. The aim of this study is to investigate the impacts of organizational culture, knowledge management and employee engagement on job satisfaction among public officers. This research topic has been studied and is well-known in worldwide. In Mongolia, context the topic of study has been developed at low level. Data collected from the public-sector employees that understand to impact of job satisfaction. In the research, 213 participants participated who work in public organizations of Mongolian cities such as Ulaanbaatar, Darkhan and Erdenet and districts near to Ulaanbaatar city, including Nalaikh, Khutul, Baganuur. Therefore, the research methodology organized and used some information from statistical calculations in Mongolia. The results showed that impact of all factors such as organizational culture, knowledge management and employee engagement had a positive relationship on job satisfaction. It means that public servants can take care of organizational culture, knowledge management and employee engagement to remain and make their employees happy, as the more satisfied employees are, the more productive they are than those who are less satisfied. This study discussed the effects of above mentioned results, the implications for theory and practice along with the limitations of the research and the implications for further research. Data were used SPSS and SmartPLS 3.0 to test the relationships between variables.
JEL CODE: J01
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Determinants of job satisfaction amongst employees in the poultry sub-sector of Ghana: a test of equity theory
97-104Views:432The study investigated the factors affecting job satisfaction amongst workers of the poultry sub-sector: a test of equity theory in the Dormaa Municipality in the Bono Region of Ghana. The multistage sampling technique was employed in collecting data from 100 poultry workers with the aid of a structured questionnaire. The logit model was employed in modeling the factors affecting job satisfaction. The empirical findings reveal that occupational level, pay, and relationships with co-workers were the statistically significant determinants of job satisfaction. Moreover, the study found that based on equity theory if poultry workers are satisfied with their pay, they would want to stay longer compared to referent others who are not satisfied. Benevolent poultry workers were dominant (52%), followed by equity sensitive (28%) and entitled (20%) poultry workers. Moving forward, the relevance of equity theory on workers in the cocoa value chain should also be investigated as cocoa remains a staple crop in Ghana.
JEL Code: Q10
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Multi-level analysis of visitors’ satisfaction flying to Debrecen – main aspects of the research
27-32Views:136This paper presents the non-exhaustive description of the main characteristics of visitors based on the filled out questionnaires during five months following the test month. These characteristics will serve the basis of a satisfaction analysis to be described in the future and they provide guidance for later analyses. I performed the testing of my questionnaire in January 2014. It turned out even from the data collected in the test phase that there were services which did not meet the expectations of visitors several times as it was worse than what they expected. This study focuses on the questionnaire research conducted among foreign visitors coming to Debrecen by flight. The main aspects were to determine foreign visitors purpose of travel to Debrecen, how many times they had already been to Debrecen, how many days they spent in the city, what kind of services did they use and whether the quality of used service met their expectations. As a result of the following five months research, I obtained input data which make it possible to examine real problems with background data. It calls for further examination to determine whether there was any difference in the extent of services living up to visitors’ expectation and visitors’ level of satisfaction.
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Evaluating linkage between operators’ satisfaction and potential of local resources for rural tourism: Evidence from Matsuura in Japan
33-41Views:161As rural tourism evolves into diversification, the connection between the individual and local resource management is becoming an important issue for the sustainable evolution of rural tourism. To explore this point, we investigated conceptually and empirically whether rural tourism operators’individual satisfaction enhances utilization of local resources and, if so, what mechanism works for it by focusing on rural tourism accompanied by an educational program, i.e. a farm-stay with farm and rural experience services implemented as a part of school trips in Matsuura, Japan. From statistical tests and an econometric estimation based on a questionnaire survey of rural tourism operators we found that operators’individual satisfaction gained from interchange with visitors and direct feedback can positively enhance locally exerted effects that stimulate operators to recognize opportunities within their community and raise the potential for local resource use. Thus, we should strengthen this connection to eventually create a new viable activity.
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Cognitive dimensions of subjective quality of life in Hajdú-Bihar county
131-135Views:149The objective of the present study is an investigation of the objective and subjective factors of life quality. Researchers and political leaders show increasing interest in the question: on what grounds do people judge their quality of life, what satisfies or makes them happy? Do we subconsciously make some kinds of mathematical calculations weighing our results achieved in certain areas of life to assess how we are getting on? Or rather we use one “indicator” (e.g. money, number of friends, professional recognition) and we assess our situation accordingly? These issues necessarily emerge when it comes to the consideration of the quality of life. Among factors determining life satisfaction, earnings, employment, health and relationships play significant roles. Therefore, on the leading edge of this research are primarily the cognitive factors of life quality, i.e. external factors influencing satisfaction. The present study also seeks to identify the role of health tourism in the assessment of the quality of life. Questionnaires were completed in one of the most popular tourist destinations of Hajdú-Bihar County. The 805 local respondents expressed their views primarily about factors determining their well-being and about the impacts of the dominant presence of health tourism on their lives.
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International passanger survey at the Airport Debrecen – Main characteristics of departure visitors from AD
43-49Views:164The main reason of the research is to make a survey of the habits of foreign visitors arriving in Debrecen by air and their satisfaction. What was experienced in 2013 regarding low foreign proportion is also noticable in 2014. In the examined two months, of the whole passenger traffic between London and Debrecen only 10-15% is tourism by foreign visitors. There was not any information before about consumption of tourists arriving in Debrecen by air. In the course of my research I was examining the main elements of consumptions. From the gathered infromation from the questionaires it can be ascertained that on many occasions service providers failed to accomplish satisfying levels, quality. Underachievement occured and the experience of the visitors was worse than their expectations. This gives reasons for the indicators detailed analysis. The results of the satisfaction test might be an essential basis to further develop the city’s tourist products and services in the future. Personal experience of either visitors satisfaction or dissatisfaction, gets stored as a memory which influences future decisions on travelling. Because of this the city has to make an effort to provide higher standards of quality to people travelling into Debrecen by air from the first moment of arrival till the last moment of departure and leave satisffied.
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Quality-satisfaction-loyalty: consumer behaviour in catering
5-11Views:265Our study is the result of the initial research of a qualitative and quantitative research consisting of more stages. The survey was made between 2007 and 2013 and specially focused on the satisfaction of Hungarian customers of catering enterprises with hot kitchen as well as on factors influencing satisfaction and customer loyalty. The results proved that a well planned, central strategy cannot be prepared for the whole catering industry as even enterprises with the same profile (warm food kitchen) show significant differences. The most important task for an enterprise is to establish and know its appropriate clientele well in order to suit its services, selection to their requirements. Our assumption that customers of fast food restaurants, canteens have lower expectations from selection, personal relations, quality of services than customers of restaurants, public houses, wayside inns, brasseries with traditional methods of selling was proven. In the lattest, the main aspect of choosing a 'favourite place' was the quality of human relations, with the special role, besides other customers, of the staff. Establishing unique atmosphere to the liking of customers can be regarded as an important point of the operational strategy. It was also proven that the majority of regular customers of restaurants are men, coming from the economically active population. Other active users are youngsters, they mainly go to fast food restaurants. More impersonal advertisements hardly have any effect, while successful word of mouth propaganda can be achieved by consequent, high level work. Regular customers can be characterized by rather emotional than market-based attachment. Favourite units are mainly preferred because of their atmosphere, relationships with acquaintances and friends, not because of measurable features, selection or prices. Those visiting catering enterprises with hot kitchen more frequently are more critical and less satisfied, in spite of this, they are reluctant to part from their regular places.
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The analysis of costumer satisfaction in recreational tourism
57-61Views:235Due to increased health awareness and the growing amount of assistance to boost it, health tourism research has gained significance in our days. The present study focuses on the analysis of customer needs for recreational tourism and their habits; moreover, it interviews the guests of 15 Hungarian wellness hotels through a questionnaire survey. Next we attempt to explore the rate of guest satisfaction with healthpreservation services. The study presents the findings of this research activity until now, whereas the results of further data processing will be published in the future.
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Survey of job satisfaction and organizational climate at the University Computing Centre (Srce), Zagreb
91-92Views:147Organizational environment determines behavior of the organization’s members. Therefore, in order to efficiently manage human resources in an organization, it is crucial to know and understand this environment. Being used to describe organizational environment, organizational climate and culture are one of the most important psychosocial constructs influencing successful organization functioning and deve lop ment. During recent thirty years these constructs are attracting the interest for both – organizational behavior researchers as well as practitioners working in the field of the organizational effectiveness improvement and optimal human resources use. All of them are trying to find answers to questions related to the climate and culture nature, their ways of measurement and modification, and their causes and consequences.
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Studying satisfaction and spending willingness of guests visiting spas and thermal baths in the Northern Hungarian Region
125-133Views:148In my study I will show the opinion of the guests familiar with seven thermal baths of the Northern-Hungarian Region (such as Eger Thermal Bath, Eger Turkish Bath, Egerszalók Salt Hill Thermal Spa, Demjén Thermal Bath, Bogács Thermal Bath and the Cave-Bath of Miskolc-tapolca) about the medical supply elements, about the price-value rate of supply elements in the thermal bath, and also the spending willingness of the guests in relation to age and earns. From the data I calculated mean, SD and spectrum and examined the crosstab correlations as well, and the Cramer’s V associate coefficient. The results of the correlation tests could be summarised as the following: Guests regardless financial state and age give grade 4 to price/value ratio, but despite their positive judgement spending is not characteristic (most guests spend nothing additional besides admission fee, if so, they do not exceed the 5000 forint amount) even among those who belong to the ’upmarket’ category. Both younger and elderly guests can be characterised with the economical approach, i.e. “Make both ends meet” although seemingly they could extend these “ends”.
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A survey on tourism experiences by Hungarian travellers: towards guest satisfaction
73-76Views:156In the 21st century experiences got great significance in the every-day life and in tourism as well. Human popularity can achieve very good and happy moments e.g. by shopping (complex experience in shopping centres) by common spare time activities in the nature and in towns, also by having vacation at a special destination. Animation/entertainment is a sphere of hotel services that is to help the guests sparing their free time on holidays in a good atmosphere, by providing experienceful programs. Good memories of a tourism service can make guests satisfied and build a returning clientele sphere. That is why it is awaited to map the (potential) guests’ expectations and observations of services. This paper discusses Hungarian tourists’ experiences conducted in Hungary aiming to reveal the need for professional services focusing on the not-so-spread area, Animation. The experiential dimensions of every-day life and tourism was studied by an own-edited questionnaire (N = 1000) in the half-year period of 1st August 2010 – 31st January 2011. This study was extended by quality of life since summer 2011 and I am going to compare the results of these two surveys with the aim of development suggestions in order to achieve a main level of guest satisfaction and a loyal sphere of clientele.
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A structural equation model: Greece’s tourism demand for tourist destination
75-83Views:332Structural equation model (LISREL 8) was applied to test the causal relationships between tourist travel motivations and tourist destination.A survey containing Likert scale questions was conducted to collect data from 100 tourists who had travelled to Greece’s tourist destination. With the help of factor analysis, four dimensions were identified for scales used in the study: travel cost satisfaction, tourism product, tourism product attributes, and tourism product management. Results indicated that the travel cost satisfaction of tourists has a positive influence on tourism product, tourism product attributes and tourism product management. Moreover, our results suggested that the tourist demographics has a positive influence on tourism product and tourism product attributes and has an insignificant relationship with tourism product management. Based on our findings the tourist demographics has not influence on tourism product management. However, these findings suggest that both the private tourism and the governmental tourism sector should develop a better management of tourist destinations so as to develop a stronger attraction of tourism, better amenities, a better accessibility, an appropriate image, to make tourism competitive and to keep tourism product prices at a reasonable level. The implications of the tourism demand model can be used for the public environmental policy-making process based mainly on reasons of interest, ideology or understanding.
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Analysis of the cavebath of Miskolctapolca’s brand elements and guests satisfaction
155-160Views:302In the region of Northern Hungary the unique Cavebath of Miskolcatapolca is one of the leading health tourism service positioning itself on national and international market with its developing supply items and 4 star qualifications. It has a unique natural background all over in Europe; this uniqueness gives an opportunity to develop brand, which is a determinative item of competitiveness. Because of the competition between destinations and the ever-changing nature of tourists’ expectations and behavior tourism destinations need to be managed as other commercial brands. The aim of our research was to analyze the role and possibilities of product development which is based on the unique natural factors, and to help to expand the domestic health tourism supply. We examined how the possibility of branding and brand equity change based on brand elements; how satisfied are guests with the services; how often guests visit the bath; what kind of period guests arrive in the bath; what kind of services do guests try; how do guests arrive in the bath with. In summer of 2014 we asked 210 Hungarian customers to fill the questionnaire in the Cavebath. The choosing of guests happened randomly. 199 questionnaires were correctly filled.
JEL CODE: Z32
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The role of emotions and perceived control in the recovery strategy of service companies
65-68Views:139The purpose of this study is to investigate the effectiveness of service recovery tactics. The reseach included a qualitative study based on 30 interviews with customers and employees of a telecommunication company. This was followed by a quantitative study using between subject experimental designs based on scenarios. Our research results suggest that employees’ positive emotions and perceived control during the recovery process make consumers more satisfied.
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EXAMINATION OF NARCISSISTIC AND MACHIAVELLIAN CHARACTER TRAITS IN LEADERS
Views:220The leader is a person of essential importance in the life of an organization. Someone who can keep things in order. All of this is a very diverse task that requires countless skills, which affects the organizational culture, the success of the company, the satisfaction and efficiency of the employees. The objective of my research is to examine whether narcissistic and Machiavellian traits appear in individuals with leadership experience, and how they feel about the issue of empowerment and certain assertive situations. The sample of my research was 102 leaders. I made sure that there is a correlation between the mentioned variables.
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The understanding of international tourism development
61-62Views:121Tourism is travel for recreational, leisure or business purposes. Tourism has become one of the major players in international commerce, and represents at the same time one of the main income sources for many developing countries. This growth goes hand in hand with an increasing diversification and competition among destinations (Unwto, 2010).Working and serving in this pumping industry means to understand and react to the needs of all these people moving around this “small” planet! Success is defined by those who understand these needs and fulfill them to the satisfaction. Unfortunately, our industry is rather slow and we can be characterized as reactive instead of innovative.We adapt too slow compared to other industries that define the needs of their costumers before the costumers actually calls for it!
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Is there a kink in the happiness literature?
131-139Views:476One of the early key empirical findings of the happiness literature is that at higher levels of per capita real income there appears to be diminishing returns to income at least with regards to marginal changes in ‘happiness’ measured by various survey instruments. Although these results have been recently challenged, these earlier findings and the results of many contemporary studies suggest that an inelastic relationship exists between real per capita income and happiness after a relatively low threshold of per capita income is reached. Appling some of the results of prospect theory I argue that even if it were true that the marginal effect of income on happiness is zero, a reduction in income would probably reduce the level of happiness, yielding a kink in the ‘happiness curve’. Also, applying a target income approach to the happiness literature, one can argue that pursuing higher target income, in itself, is a means of increasing life satisfaction. These two theoretical instruments yield results consistent with some of the most recent empirical finding based on Gallup Poll Survey data. In addition, applying insights from the capabilities approach, I argue, that increasing income is a means of purchasing the capabilities to increase individual levels of happiness through the production of public goods, such as health care and education. A given marginal increase in income need not generate any increase in happiness if this income increase is highly unequally distributed in a population or is not used to purchase goods and services that contribute to increases in the level of happiness.
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The understanding of international tourism development
53-54Views:153Tourism is travel for recreational, leisure or business purposes. Tourism has become one of the major players in international commerce, and represents at the same time one of the main income sources for many developing countries. This growth goes hand in hand with an increasing diversification and competition among destinations (Unwto, 2010).Working and serving in this pumping industry means to understand and react to the needs of all these people moving around this “small” planet! Success is defined by those who understand these needs and fulfill them to the satisfaction. Unfortunately, our industry is rather slow and we can be characterized as reactive instead of innovative.We adapt too slow compared to other industries that define the needs of their costumers before the costumers actually calls for it!
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Transition economy and happiness the Czech Republic compared with the Netherlands in the 1990- 2004 period
119-126Views:210The paper deals with the subject Transition economy and happiness – a case study of the Czech Republic in a comparison with The Netherlands in the 1990- 2004 period. The paper addresses the following two questions: 1. How has the level of happiness changed since 1990 in the Czech Republic and in The Netherlands? 2. Are there differences with respect to variables that explain differences in happiness between both countries. It appears that. at the beginning of the 1990s of the last century, the Czechs were less happy than the Dutch and, that, people in the Czech Republic were less happy in 1999 than they were in 2004. Furthermore, Happiness in the Czech Republic is approaching the level of happiness in The Netherlands. In both countries happiness is positively affected by subjective health status, perceived freedom of choice over life, being married or living together and satisfaction with one’s financial situation and having trust in social institutions. But there are differences with respect to the impact of age, education and religion .
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The value of quality
21-27Views:217The significance of quality production and quality improvement is widely acknowledged by many but few specify what should be improved and what quality should be produced. The reason may be that there are different quality categories in the process of the value chain. Moreover, the issue of quality costs, i.e. economically optimal quality has not yet been explored yet. The present study raises problems in the pigmeat verticum, but similar studies are needed in other animal husbandry sectors as well. It is reasonable to treat the quality categories of animal products in a complex way, as this allows the full satisfaction of consumer expectations at the certain stages of the value chain and solvent demand as well.
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Women and microcredit in rural agrarian households of Uganda: Match or mismatch between lender and borrower?
77-88Views:379The alignment of microfinance programs with the context and expectations of the recipients is critical for ensuring clients’ satisfaction and desired program outcomes. This study sought to investigate the extent to which the objectives and design of the BRAC microfinance program match the expectations, context and characteristics of female borrowers in a rural agrarian setting in Uganda. Quantitative and qualitative methods were used to obtain socio-demographic, personality and microenterprise (ME) characteristics of existing borrowers, incoming borrowers and non-borrowers and to obtain information about the microcredit program. We found that BRAC uses a modified Grameen group-lending model to provide small, high-interest rate production loans and follows a rigorous loan processing and recovery procedure. BRAC clients are mainly poor subsistence farmers who derive income from diverse farming and non-farm activities. The major objective to borrow is to meet lump-sum monetary needs usually for school fees and for investment in informal small non-farm businesses. Many borrowers use diverse sources of funds to meet repayment obligations. Defaulting on loans is quite low. The stress caused by weekly loan repayment and resolution of lump-sum cash needs were identified as reasons for women to stop borrowing. The limited loan amounts, the diversions of loans to non-production activities, the stages of the businesses and the weekly recovery program without a grace period may limit the contribution of these loans to ME expansion and increase in income.
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