A Study of Customer Satisfaction Factors and Employee Satisfaction in the Hospitality Industry

A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE

SATISFACTION IN THE HOSPITALITY INDUSTRY

By

Ksenia Novikova

B.S., Voronezh State University, 2006

A Thesis

Submitted in Partial Fulfillment of the Requirements for the

Master of Science in Recreation Degree.

Department of Health Education and Recreation

In the Graduate School

Southern Illinois University Carbondale

May 2009

UMI Number: 1464981

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THESIS APROVAL

A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE

SATISFACTION IN THE HOSPITALITY INDUSTRY

By

Ksenia Novikova

A Thesis Submitted in Partial

Fulfillment of the Requirements

for the Degree of

Master of Science

in the field of Recreation

Approved by:

Dr. Regina B. Glover, Chair

Dr. Marjorie Malkin

Dr. T.C. Girard

Graduate School

Southern Illinois University Carbondale

January 28, 2009

AN ABSTRACT OF THE THESIS OF

Ksenia Novikova, for the Master’s of Science degree in Recreation Resource Administration,

presented on 28 January 2009, at Southern Illinois University Carbondale.

TITLE: A STUDY OF...