Customer Satisfaction Influenced By Employee Gender - Case Study in Oakwood Premier Cozmo, Jakarta
Providing experiences is one of the most crucial factors of any hospitality establishment. Being able to deliver services exceeding customer expectations will most likely translate into customer satisfaction, which is the main element for any business to keep running and keep gaining profit. Along with many aspects that influence overall satisfaction, employees and staff of a hospitality establishment are a key component to reach the fulfillment of customer satisfaction. This research aims to evaluate if it exists a difference between the performance of male employees and female employees, and if there is, if it impacts and influences the customer satisfaction of the delivered services. Theories that supported this particular and peculiar study include customer satisfaction theories, in particular the dissonance theory, the contrast theory, the equity theory and the expectancy-disconfirmation theory, along side with Servqual theory. the research was conducted in Oakwood Premier Cozmo, in Jakarta, and a questionnaire was distributed to the guests of the serviced apartments during the period of May and June 2014. the results that were analyzed with the SPSS program were then evaluated, leading to the conclusion that employee gender does not seem to affect customer overall satisfaction and that customers do not mind the gender of the employees, as long as the service is well-delivered and is satisfactory.
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