Tqm at Hotel

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CUSTOMER PERCEPTIONS OF FAIRNESS IN HOTEL REVENUE MANAGEMENT Punit Sanghavi, B.S. Thesis Prepared for the Degree of MASTER OF SCIENCE UNIVERSITY OF NORTH TEXAS December 2005 Sanghavi, Punit. Customer perceptions of fairness in hotel revenue management. Master of Science (Hospitality Management), December 2005, 123 pp., 60 tables, references, 21 titles. The purpose of the study was to determine customer perceptions of fairness concerning pricing policies charged by the hotel industry, and to examine how different outcomes in pricing policies affect customer perceptions of fairness. Convenience-Interception survey sampling was used to collect 460 sample data at the Dallas Love Field Airport. After analyzing data, one can infer that when revenue management information was provided, customers are satisfied. Further, age, education, Airline FFP enrolled and redeem miles, and pricing based on marketing channels plays an imperative role in this study. ii Copyright 2005 by Punit Sanghavi iii ACKNOWLEDGMENTS I would like to express my sincere appreciation to my major professor, Dr. Johnny Sue Reynolds, whose gentle guidance caused me to discover capabilities within myself of which I was unaware. I give special thank to my committee: Dr. Lou E. Pelton in assisting me periodically, Dr. Bharath Josiam in motivating me, and Dr. Priscilla Connors who graciously gave her time and talents into the thesis. More personally, I thank Dallas Love Field Airport, specifically Mr. Robert Miville and his staff without which the “survey” process would have been a bigger mountain to climb. I give heartfelt thanks to my parents and my brother in Mumbai, India for supporting, encouraging, and believing in me in-spite staying thousands miles away. Close to my heart I thank my cousins, aunts, and uncles who have been there for every moment when I needed them. iv

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