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Hello:
You are invited to participate in this survey of Impact of Service Innovation on Cutomer Retention. This survey constitutes a part of my research procedure of B.A. Honors in Hotel Management from the Institute of Hotel Management, Aurangabad awarded by the University ofHuddersfield,U.K.

The questionnaire is aimed at evaluating your views on how service innovation has an impact on customer retention in Hotels.

Kindly spare time to fill the questionnaire below in complete honesty as the generated data will help the research.

Your support is greatly appreciated.
Regards,
Stuti Gautam
 
 
 
 
Name:
   
Desgination:
   
Organization:
   
Date:
   
 
 
 
What would you say about the role of service innovation in hotels?
   
 
 
 
Do you think service innovation impacts the rate of customer retention in your organisation?
 
Yes
 
No
 
Maybe
 
 
 
Please rate the following factors (1-5, 1 being the highest) according to their influence on service innovation in your organisation
 
Customer Expectation
 
Competetion
 
Technology
 
Human Resource
 
Other
 
 
 
 
Do you think all satisfied guests can be considered retained customers by your organisation? (support with reasoning?
   
 
 
 
Has your organisation undergone a situation where in loyal guests switch to other competitors even after being ‘satisfied’ or ‘very satisfied’?
 
Yes
 
No
 
 
 
Please rate the following factors (1-5, 1 being highest) according to their importance for the switching behavior of the guest in your organisation
 
Customer Expectation
 
Customer Dissatisfaction
 
Better Value for Money
 
Human Resource
 
Better Alternatives