Please use this identifier to cite or link to this item: https://scholarbank.nus.edu.sg/handle/10635/223954
Title: FACTORS AFFECTING CUSTOMER SATISFACTION IN VOLUNTOURISM EVENT
Authors: BIAN QIANQIAN
Keywords: Building
PFM
Project and Facilities Management
Goh Yang Miang
2015/2016 PFM
Issue Date: 11-Jul-2016
Citation: BIAN QIANQIAN (2016-07-11). FACTORS AFFECTING CUSTOMER SATISFACTION IN VOLUNTOURISM EVENT. ScholarBank@NUS Repository.
Abstract: The subject on voluntourism event management requires tight event management skills. Voluntousim is a new way of tour and there is no comprehensive study conducted related to voluntourism event management. A specific voluntourism event management company – Gapper International Voluntrouism (GIV) would be chosen as a case study. This paper aims to focus on voluntourism event management and study the relationship between event management skills and user satisfaction level based on the real case of GIV. Based on literature review, factors such as program quality, accommodation arrangement, IT technology, additional services and customer services have been identified as the key performance areas that could potentially improve the satisfaction level of voluntourism event participants. Furthermore, event management skills are identified and explained Various research methods such as interview and survey questionnaire would be adopted to offer a comprehensive study on the subject based on a systematic framework. From the research, significant factors that largely affected the customer satisfaction would be identified and analyzed. By considering the most significant factors and event management skills, certain recommendations and suggestions are made to increase the satisfaction level of customers in participating in the voluntourism event such as to improve the customer services, accommodation standard and program arrangement.
URI: https://scholarbank.nus.edu.sg/handle/10635/223954
Appears in Collections:Bachelor's Theses

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