81727216_Research_customer_satisfaction_levels_and_customer_expectations (Revised)12

81727216_Research_customer_satisfaction_levels_and_customer_expectations (Revised)12

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Running head: CUSTOMER SATISFACTION LEVELS AND EXPECTATIONS 1 Research Name Institution Course Tutor Date
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CUSTOMER EXPECTATIONS AND SATISFACTION LEVELS 2 Exploring the gap between customer expectations and actual customers’ satisfaction towards the delivery of service in the case of 3 star hotels in Singapore and Jakarta. Based on a number of researches conducted on customer satisfaction levels and expectations, customer trends, traits, and preferences among others have significantly changed. Customers have become quite demanding and have adequate knowledge of what they want and expect (Meyer, Schwager, 2007). While there are a number of businesses that have managed to keep up with the pace (by ensuring that their services match the consumer expectations), there are others that are still grappling with means of keeping up with the changing customer demands. Customers’ demands and expectations that they can often get the best quality of services and products have often lead to the gap between customer expectation and satisfaction and the service provided by the business (Meyer, Schwager, 2007). Often, the main reason for the gap between customer expectations and the level of satisfaction (that is influenced by the quality of service provided by a business) are usually because customer demand is not absolute. Each customer has a different perception regarding what defines the satisfaction of their expectations of the available services and products. Based on past studies, it is known that certain demographic factors have a significant contribution towards the gap between customer level of satisfaction and expectations. This essay analyzes some of these factors by outlining their importance and roles in certain 3-star hotels in Singapore and Jakarta. The essay also includes recommendations along these demographic factors that can be used to improve or bridge the gap between consumer expectations and satisfaction levels (Oliver, 2014). The contribution of Demographic factors According to the study, many demographic factors are possible contributors to the gap between customer expectation and the level of satisfaction. They study include gender, age,
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CUSTOMER EXPECTATIONS AND SATISFACTION LEVELS 3 marital status, employment status, annual income, and purpose of visiting, number of nights of stay, the budget of stay, number of nights of stay and lastly, the dining budget. When it comes to age as a contribution factor in the gap between customer expectation and satisfaction levels, it can be said that age has quite a significant role. According to different Customer satisfaction
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