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Dissertation/Thesis Abstract

Customer satisfaction at the Sheraton Gateway Hotel Los Angeles
by Mace, Lara G., M.A., California State University, Long Beach, 2015, 65; 1595236
Abstract (Summary)

The purpose of this study is to investigate the impact of the results of customer satisfaction surveys on Sheraton Gateway Hotel Los Angeles. Specifically, the objectives of this qualitative research are to (a) investigate the system that is in place for measuring customer service satisfaction with the hotel, and (b) investigate how hotel managers respond to the results of their customer satisfaction surveys, and (c) determine which types of responses are most effective in increasing customer satisfaction and, in turn, profitability.

Qualitative interviews were conducted on the sales and catering managers at the Sheraton Gateway Hotel Los Angeles. Generally, all sales and catering managers agreed that the current customer service satisfaction survey that is in place is efficient and effective, and most all managers focused on the results and how they can improve their guest experiences in the future.

Indexing (document details)
Advisor: Yeh, Ronnie
Commitee: Gustin, Libby, Kreysa, Peter
School: California State University, Long Beach
Department: Family and Consumer Sciences
School Location: United States -- California
Source: MAI 54/06M(E), Masters Abstracts International
Subjects: Management, Communication
Publication Number: 1595236
ISBN: 978-1-321-93617-9
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