1440847_International Tourism and Hospitality Management Major Project.edited.docx

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INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT PROJECT 1 International Tourism and Hospitality Management Major Project By (Name) Name of Class/Course Professor Name Name of School/University City and State Date
2 ABSTRACT Customers are essential stakeholders that determine a company’s success and sustainability. Maintaining customers in today’s unpredicted and competitive markets is challenging for many companies. Although the company's products and services quality impact the way, a company attracts its customers over its competitors, meeting the customer expectations on the company's products and services significantly contributes to customer satisfaction on the company's products and services. Therefore, customer satisfaction is vital in marketing the company's services since improving customer satisfaction will sustain a long-term business. One of the best strategies to offset customer satisfaction on a company's product and services is branding. A company's branding strategy in a company aids the company in accomplishing its objectives by establishing a long-term relationship with the customers, known as customer-brand relationships. As proven by the literature review, building a customer's brand relationship consists of three essential components: brand trust, brand experience, and brand satisfaction. In favorably competing markets, the development of a unique and wining company's brand will significantly impact the rate of customer satisfaction that links the sustainability and success of a business. Therefore, a successful company's brand strategy should include its capability to improve customer satisfaction according to their continually changing and ever-increasing expectations on a company's services or products. The project ought to investigate the impacts of branding strategies on customer satisfaction. The project also includes examining the relationships between branding strategies on customer satisfaction in Universal Studio in Osaka (USJ). This project's applied research methods contain two primary methods: quantities method (through conducting e-surveys) and qualitative method (through conducting an in-depth interview). The project aimed at conducting e-surveys or
3 interviews on 150 USJ customers population. The project established that OSJ's branding strategy is essential to maintain long-term sustainable customer satisfaction. Moreover, effective company branding aids in meeting customers' expectations of the company's products and services. The project also found that the company's customers are satisfied through loyalty programs, the availability, quality of the company's work, right products, and accurate and timely company information to the customers.
4 1. CHAPTER ONE: INTRODUCTION 1.1 Background of the Study The relationship between a company’s brand and its customer satisfaction level is expanding as an issue in many businesses, especially sensitive. In today’s competitive market environment, a company's brand image is vital to its success and sustainability. As a result, it is

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