Factors and Customers Satisfaction of Budget Hotel Customers in Penang

Question: Discuss the factors and customers satisfaction of budget hotel customers in penang, malaysia. Answer: Introduction The state of Penang is situated on the north-west coastline of Malaysia and is home to major civilizations of the region that has attracted tourists from across the globe for decades. The natural beauty and culture of the place have attracted tourists for centuries and is still one of the most favoured holiday destinations of the tourists. Apart from culture and natural beauty, mouth-watering food and architecture of the place has always astonished people. The place, its people and businesses have perfectly blended themselves into the modern culture keeping intact its heritage and traditions. Technological advancements have been used and implemented by the tourism industry in such a manner that has brought about a boom in the industry with more and more tourists visiting the place every year. The tourism industry of Penang has perfectly aligned itself with the objectives of the country to promote and establish Malaysia as the most favoured tourism destination of Asia (Jaafar Sukarno , 2011). The results are evident from the statistics provided by the government in their portal Tourism Malaysia. According to the overall statistics published by the government, Malaysia had 25.7 million arrivals in the year 2015 with a total receipt of 69.1 billion MYR from tourism (Samah et al., 2015). These significant figures have increased over the year and show a rising trend. Several factors have resulted in the increase of visitors to the country. Apart from the natural beauty of the place, certain places of Penang have historical importance. Recently, George Town was declared to be a heritage site by the UNESCO and visitors have stated to pour in. On this backdrop, it can be said that there is a close link between tourism and the hospitality industry. Tourism is cannot be complete without people having a place to stay while they visit a place. In essence, the growth and sustainability of the tourism industry is largely dependent on the kind of hotels that are available in the place of tourism. As the inflow of visitors increased, a need was felt to accommodate them in a much efficient manner. This resulted in an increase in the number of hotels in Penang. The increase was in both luxury hotels such as the Hard Rock Hotel, Tune Hotel, Cititeland many more as well as in budget hotels such as Rasa Motel Penang, Value Inn and others. With an increase in the nature of demand of the customers, a shift has occurred from luxury hotels to budget hotels. In the last few years, it has been seen that there is a rise in demand for mid-market budget hotels by the customers and as a result, competition has increased in this segment of the hotel industry of Penang. These budget hotels have proved themselves to be a key contributor to the hotel industry in Penang over the years (Mola Jusoh, 2011). By providing quality services and a wide customer base, these hotels have opened up new avenues for the hotel industry of the region. These hotels have been successful in creating customer loyalty by providing the required services to its customers in an effective manner. The nature and extent of the services rendered to the tourists by the hotel staffs influence the quantum of customer satisfaction. Customer satisfaction is one of the most important objectives of an organisation. The manner in which customer relationship is built determines how much a customer is satisfied with the services rendered by the hotel. Research Background In light of globalisation of the world economy, the service industry is actively playing a pivotal role in the growth and development of the entire region. Tourism has become an important trade category that is fetching a substantial amount of revenue and is contributing towards the overall GDP of the country (Goh, 2015). The growth of the tourism industry is dependent on the state of the hotel industry. Penang is no exception. With the natural and historic beauty of the place, it has become one of the most favourable tourist attractions in south Asia. With this increase in the tourist inflow, a change has taken place in the hotel and hospitality industry. People are now favouring budget hotels over luxurious and expensive ones. With the quality of services rendered in these hotels being of superior quality, the industry is able to build a loyal customer base for itself. Much research has been carried on the status of the hotel industry and on customer satisfaction in Penang (Goh, 20 15). However, not much has been done with respect to this niche class of budget hotels that now play a pivotal role in the development and growth of the entire industry. Building of customer satisfaction is a key factor of success. Customer retention by building customer loyalty has always been an important objective of every business organisation. On this backdrop, the research intends to bring out the factors and the element of customer satisfaction with respect to budget hotels in the area of Penang. Significance of the Research SMBH also known as Small and Medium Budget Hotel operators play a vital role to aid the tourism industry success. As mentioned earlier, the nature and quality of services rendered has become an important area of focus for budget hotel owners. Thus, it is important that service lenders understand perceptions and customer expectations as well as the factors that influence their satisfaction and provide services accordingly (Abdu Bakori, Samdin Hassan, 2012). The reason for this research was to study the perception of customer about the marketing mix 7P's, customer loyalty and customer satisfaction of budget hotels. Even though customers are not expected to understand these technical terms to their fullest extent, their viewpoints are very important to formulate industry standards. In order to have a proper understanding of customer taste, preferences and demand, organisations are required to undertake extensive research work. While conducting the research, it is imperative to segment the targeted customer into different classes based on specific characteristics that are unique. A significant classification is in the form of national and international visitors (Mun, 2016). This classification will help the hotels to formulate strategies differently for each group and to maximise revenue. The primary significance of this study is to focus on the marketing activities of such budget hotels that ultimately lead to their success in gaining customer loyalty and satisfaction. It is the responsibility of the marketing manager to devise proper strategies to attract more and more customers for the hotel. As the importance of these budget hotels has increased significantly, the government shall take effective steps to reward these hotels by re-evaluating their criteria for awarding stars to these hotels depending upon the nature and quality of services rendered by them (Keshavarz Ali, 2015). Therefore, the significance of the study lies on finding out the elements that influence satisfaction of customers who avail services of budget hotels. Problem Statement The hospitality industry is similar to other industries and is characterized by a high level of competition among the industry participants. Each budget hotel has to counter a twofold competition with big and luxurious hotels and with other budget hotels. In order to achieve success, these budget hotels have to price their services in the most competitive manner so that customers are attracted. This is a significant factor as every customer looks for an affordable price in the first place (Poku, Zakari Soali, 2013). It is very transparent that the hotel market is highly competitive, just like any other organization that markets a product in a competitive market, competing for the income of consumer disposable, it should be aware of the quality problems. This is important, especially in the situation of the hotel in which there is reduced clear price competition, but centres more on problems of image, service, facilities and the provision quality. Hotels have therefore, enhanced the ir service quality in order to stay ambitious. Business activities between enterprises become more frequent with the constant development of the Malaysian economy. Moreover, the Malaysian tourist market too becomes more and more energetic. A new hotel - state budget catering to the demands of new customer, it has been supposed to have good potential development, which turns to be one of the high spots of investment. Because of the high competition between budget hotels and the reason to get sustainable competitive benefit a tough battle for customer resource is opened. The central point of this competition falls mainly on the "customers", the budget hotel that has satisfied customers and finally won the trust of customers, it has had the beneficial tool to win this smokeless war (Abdullah, 2015). As the situation becomes tough, hotel owners are trying to gain customer confidence and customer loyalty by providing effective services to them. This in turn increases customer satisfaction. Therefore, it has become essential that hotel owners focus their attention to effective marketing activities. Satisfaction towards goods and integrated service marketing mingle is expected to influence the customer's decision of a patient for enabling the same service in time to come. Also, customer satisfaction is called the business competition success which is the particular's perception of the performance of the relation service to expectations. In the hotel industry, customer bond is also highly essential. It is often shaped by practical experience of the customer during the stay in the hotel. References Abdu Bakori, K., Samdin, Z., Hassan, H. (2012). Hotels involvement in sustainable tourism practices in Klang Valley, Malaysia.International Journal of Economics and Management,6(1), 21-34. Ali, F., Amin, M. (2014). The influence of physical environment on emotions, customer satisfaction and behavioural intentions in Chinese resort hotel industry.Journal for Global Business Advancement,7(3), 249-266. Alvesson, M. Sandberg, J. (2012).Constructing research questions. Amin, M., Yahya, Z., Ismayatim, W.F.A., Nasharuddin, S.Z. and Kassim, E., 2013. Service quality dimension and customer satisfaction: An empirical study in the Malaysian hotel industry.Services Marketing Quarterly,34(2), pp.115-125. Anderson, E. W., Sullivan, M. W. (2013). The antecedents and consequences of customer satisfaction for firms.Marketing science,12(2), 125-143.

The French Revolution Essays - Kingdom Of France, France

The French Revolution There was a loud "thunk" as the blade hit the wood block, silence and then a cheer rose up from the crowd as yet another nobleman's head rolled. The French Revolution was one of the bloodiest revolutions in history, it was responsible for taking the lives of thousands of Frenchmen. But what was the cause of this carnage? As former Vice President Hubert Humphrey said, "History teaches us that the great revolutions aren't started by people who are utterly down and out, without hope and vision. They take place when people begin to live a little better - and when they see how much remains to be achieved." The French Revolution and the Estates General. The roots of the French Revolution of 1789 can be traced back to the reign of Louis XIV, an absolute monarch. He established the basis of the French Revolution by reducing the power of nobles, taking them away from their land, the roots of their power. Then came Louis XV who allowed political and social positions to be bought by wealthy commoners, enraging nobles even further. These events culminated in Louis XVI, his Estates General and the French Revolution. During the time of the French revolution there where three estates or social classes in France, described by Thomas Jefferson, the American Ambassador as "Clergy, Nobles, and Commons." The Clergy were representatives of the church and served as judges, Nobles were militaristic, and finally the Commoners were divided into the Bourgeoisie, who were wealthy land owners, and the poor peasants. Stands taken between the three estates and Louis XVI caused the French Revolution. Despite their efforts to bring France into a new form of government, one which would serve the needs of the common people, France still fell into a state of corruption. At the young age of 12 Louis XVI had already begun to create his own ideas of government. "Thus, by our primordial origin , all men without exception are my equals. Liberty is one of the rights of man and government is established to conserve it. The objects of all laws is to preserve for mankind, the rights which belong to him. There are four natural rights which the King is obliged to conserve for each of his subjects. These come from God and are older than all laws, political or civil. They are life, honor, liberty, and property." Because of these views on government, Louis XVI brought the Estates General, a ruling body which would represent the common people, into existence, to give all of the estates a say in government. Jefferson described what he believed Louis XVI's reasons were, "the honest man in his kingdom, and the most regular and economical... I believe he will consider the opinion of the States General as the best evidence of what will profit and please the nation and (he) will conform to it." This new form of governing was a far cry from the traditional monarchy, which had ruled France for so long. Louis XVI greeted the Estates General warmly on May 5, 1789 with an opening speech. "Sirs, this day which my heart awaited since a long time has finally arrived and I see myself surrounded by the representatives of the nation which I am honored to command." However his speech was not to be all good news, "The debt of the state, already immense on my coming to the throne, has accumulated during my reign... The increase in the tax has been the unavoidable result and has been rendered more painful by their unequal distribution." Until that time, Nobles and Clergy were exempt from tax, leaving only the lower third estate to pay the debt. So Louis proposed a solution to the Estates General, "A general anxiousness in and an exaggerated desire for change, have taken over the public mind.. if we didn't hasten to stabilize it. It is with my confidence, gentlemen, which I have gathered you together... (for) the first two orders to renounce their financial privileges." Louis XVI's solution to t he high taxation on the third estate was to force the first and second estate to begin paying taxes, like the peasantry. This strengthened his ideals of equality in a society. The

Money Crime and Great Gatsby Essay Example

Money: Crime and Great Gatsby Essay Jonathan Marshall Ms. Herring English 11 Great Gatsby Essay 3/27/13 Period 5 Dark Side of Money Theres only one thing that truly rules our world that we live in today. Its what pretty much everybody strives for, and its the only reason why people want to be successful. Some believe it brings happiness and joy. This thing is a necessity for life; its money. Money is what makes the world go around. It is the one thing that each and every person on Earth wishes they had more of. However, what most of these people dont realize is that money is also the root to all evil. The book The Great Gatsby portrays this theme in a lot of different ways. This negative idea towards money consists of jealousy, unequal power, and murder; all caused by money. In the same ways and more, money is the root to all evil in our own society as well. Many crimes occur with some sort of direct relation to money. Although everybody strives for more money, not everybody spends it wisely or legally. Unfortunately, the book The Great Gatsby and these real life examples are true depictions of reality and everyday lfie. Robberies are often committed in our own communities because of individuals seeking money. There are many examples of this including the Luger Bandit in Los Angeles whos has robbed many banks recently. The latest case was on March 10, 2013. He simply walks into a Wells Fargo bank with a gun, makes the costumers lay on the floor, and forces the employees at gunpoint to put money in his bag. Soon, this man will be arrested and thrown into prison. This kind of action will affect many of his family and friends. We will write a custom essay sample on Money: Crime and Great Gatsby specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Money: Crime and Great Gatsby specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Money: Crime and Great Gatsby specifically for you FOR ONLY $16.38 $13.9/page Hire Writer These robberies can easily turn worse by the pulling of a trigger. Any unfortunate person that was at the wrong place at the wrong time could die. This would mean that that innocent individual died just because of a mans criminal pursuit for money. Another type of criminal activity caused by the pursuit for money in our community is when someone steals from another. An example of this is when two women were robbed at gunpoint in their home in Indiana. Those two women are now scarred for life and will never be able to forget this horrific event. Once again, lives are damaged dramatically by criminals looking for money. Its evident that the power of money often drives people to commit evil crimes. This power of money is demonstrated in The Great Gatsby. Gatsby draws alot of attention to himself because of his wealth. Alot of people look up to him, and want to have the amount of wealth he has. In order to get this money, Gatsby got involved with the mob and organized crime. So Gatsby risked his life by making criminal decisions so he can become wealthy. Money influenced Gatsby to make these decisions with his life, which clearly shows that money is truly the root to all evil. There are multiple cases when people with wealth tend to be more selfish and stuck up. Tom and Daisy in The Great Gatsby can be examples to this idea. Nick explains to us towards the end of the book that Tom and Dasiy are careless, and that they leave messes behind and count on others to fix it for them. If they didnt have the amount of money that they have, they wouldnt be able to do this. Tom and Daisy would appreciate things more, instead of being selfish. The money is obviously the cause to their attitude towards others. A real life example of this is when a wealthy individual has a hired maid to clean up after them. The maids job is to clean up any mess that this person or their family makes. This type of case shows that wealthy people tend to be more lazy and have less responsibilities because they have other people to do it for them. Without all that money, they wouldnt be able to do that. Theyd have to clean up and have the same amount of responsibilities as the average person. These examples from The Great Gatsby and real life definitely represent society in general, because crimes are committed everywhere all the time in search for money. According to statistics, 20 banks are robbed every day and 45 houses are broken into every hour in the United States. With the percent of poverty and unemployed people in need for money increasing, I dont see these rates dropping anytime soon. If anything it could get worse. Our society is simply doomed, we have no hope. On the other side of the story, the people with money spoil themselves by spending it the wrong ways. Alot of wealthy people choose to go to bars, stripclubs, and prostitution houses. It may be legal, but theyre still unwise decisions. Also, the amount of drug abuse continues to increase. In fact, the rate of illegal drug use rose last year to the highest level in nearly a decade. How do people recieve these drugs? They pay for it with money. Without all that money, they wouldnt be able to afford those illegal drugs. It is clear that we cant really do anything to avoid these problems in our society. Itll continue to happen no matter what. Money is very powerful, it rules our world. It tends to control people and take over their minds. This shows in stats of crimes and what those people, lucky enough to have money, do with the money. Impatient people who arent satisfied with the amount of money that they already have attempt to take the easy way out by robbing banks, houses, cars etc. The wealthy individuals make unwise decisions and become lazy because of the money. Theres no doubt, money is the root to all evil.

Drama vs. Melodrama

Drama vs. Melodrama Drama vs. Melodrama Drama vs. Melodrama By Maeve Maddox A reader asks, What is the difference between â€Å"dramatic† and â€Å"melodramatic† in common usage, such as â€Å"Don’t be so dramatic† or â€Å"Don’t be so melodramatic†? In common usage, both words are used interchangeably to mean something like â€Å"don’t make such a fuss.† A similar negative use of the noun drama is seen in the expression â€Å"without the drama.† For example: With Cars.com, you get what you need without the drama. Michael Corleone might not have been able to leave the family, but luckily your friends at Foxtel let you leave without the drama. The tagline â€Å"disinfects without the drama† differentiates Betadine from other brands. Thanks to advertising, â€Å"without the drama† has leaked into general usage as shorthand for â€Å"without difficulty,† â€Å"without complication,† â€Å"without upset,† â€Å"without injured feelings,† â€Å"without tantrums,† etc. Here are examples from various non-advertising contexts: Sort out school fees without the drama 5 Picks to Keep Your Kids Active Without the Drama Merging the Stepfamilies Without the Drama Ever wondered what software development could be like without the drama? The expression â€Å"drama queen† has become popular to describe a self-centered person- man or woman- who makes an issue of trivial matters of comfort and personal indulgence. The conventional meaning of the word drama is â€Å"a composition in prose or verse, adapted to be acted upon a stage, in which a story is related by means of dialogue and action, and is represented with accompanying gesture, costume, and scenery, as in real life. A melodrama is a drama characterized by exaggeration and sensationalism. The acting style appropriate to a drama is realistic, whereas the acting in a melodrama is bombastic or excessively sentimental. Movies known as â€Å"tears are Sophie’s Choice, Kramer vs Kramer, Love Story, Dead Poets Society, Steel Magnolias, and Ghost. Movies with super heroes and super villains, like the Batman films, are also melodramas. The words melodrama and melodramatic are more precise choices than drama and dramatic to describe an excessive display of emotion. Want to improve your English in five minutes a day? Get a subscription and start receiving our writing tips and exercises daily! Keep learning! Browse the Misused Words category, check our popular posts, or choose a related post below:How to Format a US Business LetterThe Many Forms of the Verb TO BE50 Tips on How to Write Good

Coursework Case Study Example | Topics and Well Written Essays - 2000 words

Coursework - Case Study Example As already mentioned, the business will serve organizations interested in optimizing their web rankings. It services will cover an extensive range of activities including on-site and off-site SEO services. During the first year of operations, focus will be on marketing aimed at building a strong client base. Other than conventional market practices, quality services to existing clients will form the basis of our services marketing initiative. The business will then expand to attain regional status and eventually global over time. During the first three years, the business will direct lots of resources towards marketing. A large portion of the content will be done in-house during these 3 years. This will however not be a problem considering that the stakeholders are experts in the field of the business. It major source of revenues will be offering of SEO services to website owners. However, it will also earn some revenues through advertisements and affiliate programs. The will officially be launched on the 16th of august with an initial capital investment of  £100,000. The projected sales revenue for the first 3 years will be  £10000,  £30000 EUR, and  £50000 in year 1, year 2 and year 3 respectively. These will however be discussed in detail in the financial section of the business plan. As already mentioned, XYZ Solutions will provide website owners with high impact e-marketing strategies. These services are meant to help organizations increase their web presence and reach out to more of their target audience. XYZ Solutions does not just attract traffic to the respective websites but rather attracts the right traffic with a potential of turning them into sales where sales is the prime objective of a site. The services are purely aimed at having client’s websites ranked high on search engines based on specific keywords. The organization applies both conventional and technical skills to

Shoes manufacturer Skills Footwear in Sri Lanka Dissertation

Shoes manufacturer Skills Footwear in Sri Lanka - Dissertation Example g the employees 12 2.2.3.4 Ensure employee satisfaction 12 2.2.3.5 Consult stakeholders 13 2.3 Motivational theories 13 2.3.1 Maslow’s need Hierarchy 14 2.3.1.1Safety needs 15 2.3.1.2 Social needs 15 2.3.1.3 Esteem needs 15 2.3.1.4 Self-actualization 16 2.3.2 Adam’s Equity Theory 16 2.3.3 Vroom’s Expectation Theory 17 2.3.4 Two Factor Theories-McGregor 17 2.3.5 Balanced scorecard 18 2.3.5.1 Meeting the demand and production level 19 2.4 Types of Motivation 21 2.4.1 Intrinsic motivation 21 2.4.2 Extrinsic Motivation 21 2.5. Incentives 22 2.5.1 Financial Incentives 23 2.5.2 Non-financial incentives 23 2.6 The Ansoff Matrix 24 2.6.1 New product development 25 Chapter 3 –Methodology 26 3.1 Introduction 26 3.2 Role of the researcher 26 3.3 Research design 28 3.4 Sampling 29 3.5 Conducting the research 29 3.6 The questionnaire method 30 3.7 The questionnaire design 31 3.8 Data types 32 3.9 Data collection procedure 33 3.10 Trustworthiness of the methodology 33 3 .10.1 Reliability 33 3.10.2 Validity 34 3.10.3 Ethical validity 34 3.10.4 Generalized validity 34 Chapter 4 Data Analysis and discussion 35 4.1 Introduction 35 4.2 Descriptive statistics 35 4.3 Employees Relationship Management and employees satisfaction (ES)38 4.4 internal business environment (IBE) and employees satisfaction (ES)43 4.5 Extrinsic motivators factors (Ext_Fac)Â  and employees satisfaction (ES)47 4.6 Discussion 50 Chapter 5 5.1 Introduction 51 5.1.2 Conclusion 51 5.2 Recommendations 59 5.2.1 Introduction 59 5.2.2 Motivation to the employees 59 5.2.3 financial motivation 60 5.2.3.1 financial incentives 60 5.2.3.2 Creativity and new product development 60 5.2.3.3 highest production level reward 60 5.2.3.4 Incentives for non-absenteeism 61 5.2.4 Non-financial motivators 61 5.2.4. 1 Organizational... The intention of this study is Skills Footwear & Co. that was established in 1980 and has the core business of manufacturing men’s footwear products for the local market. The firm was very successful primarily due to its competitive edge of the exemplary quality, competitively priced products and sustainable volumes of the products produced. Moreover, according to Lloyd the firm’s competitive advantage was its skilled labor and workmanship as the products were fully handmade. The organization had a total of 110 employees who reported to their middle level managers who reported to the entrepreneur thus having a comparatively flat organizational hierarchy. The operational level workers were on daily wages, which were the industry average rates. The management however received monthly wages. The Sri Lankan shoe industry has a total of 30 medium scaled and 3000 small-scaled manufacturers. The industry produces a wide range of shoes from canvas, sports and leather shoes and is also exporting finished products to EU and USA. As per a research done by the Development of Board Sri Lanka, the shoe industry witnessed a decline from 2007 onwards but the 2010 witnessed a surge in the export market due to the growth in the local tourist sector. However, the workforce in the industry is an issue. This is because the firm is making shoes completely by hand. But this is a difficult task and most firms have not incorporated technology into the process of production, which is not very lucrative for the workmen.

Pollution and Encoachment of Coastal habitats in California Essay

Pollution and Encoachment of Coastal habitats in California - Essay Example Policies have been implemented that allow for greater leniency in the granting of permissions for off-shore oil drilling, and with a reduction of personnel in organizations such as the Environmental Protection Agency, the strict guidelines that have survived are not being sufficiently enforced. The increasing number of people inhabiting areas near water sources such as rivers, lakes, streams and wetlands has caused greater pollution due to more runoff, which ultimately contributes to the pollution of harbors and bays. Polluted runoff and the occasional oil spill threaten coastal resources and often cause beach closures, resulting in risks to public health and significant impacts to local economies. With the advent of the deterioration of California’s coastal environment, some specific programs and organizations were created, such as the Critical Coastal Areas program, which delineates specific land areas of the California coast â€Å"where state, federal and local government agencies and other stakeholders have agreed to improve degraded water quality or protect exceptional coastal water quality from the threat of pollution† (CCA Draft Strategic Plan 1), and the California Coastal Commission, established in order to â€Å"protect, conserve, restore, and enhance environmental and human-based resources of the California coast and ocean for environmentally sustainable and prudent use by current and future generations† (California Coastal Commission), to name just a couple. However, the proliferation of such agencies and programs has been insufficient to curb the negative effects of pollution and encroachment by humans on natural coastal habitats. According to an assessment of California’s coastal waters done in the year 2000, 98% of the state’s estuaries and bays were unable to fully support aquatic life, more than 90% carried warnings about eating fish and shellfish, and 86% could not support