Customer satisfaction at La Ndou Guesthouse : a case study

Abstract

The study focuses on measuring customer satisfaction at the La Ndou Guesthouse by means of a structured questionnaire. A total of 450 questionnaires have been distributed and an excellent response rate of 77% realised. The results showed that the demographic profile of the guests at La Ndou Guesthouse are mostly married, equally distributed between male and female, between 35 and 45 years old (46%), have an education of a university B-degree and come from either the government departments Education or Health. The customer satisfaction measurement revealed mediocre to fair levels of satisfaction. No service areas recorded satisfaction levels above 0.75. The CSI values concluded that the service areas Facilities and Loyalty (both 0.69), Hospitality and Ambiance (both 0.72), Timeliness (0.71) and satisfaction (0.68) are all in the range of providing a level of satisfactory service (between 0.60 and 0.75). Regarding marketing, the majority of customers have heard about the guest house via word-of-mouth (72%) which makes it the most important marketing tool for the guest house.