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Six-sigma methodology: its role in measuring and improving customer satisfaction at Alnoran Hotel, Libya

Author Affiliations

  • 1Department of Engineering Business Management, Universiti Teknologi Malaysia, Kuala Lumpur, Malaysia
  • 2Department of Industrial Engineering, University of Benghazi, Benghazi, Libya

Res. J. Management Sci., Volume 9, Issue (1), Pages 19-29, January,6 (2020)

Abstract

The main objective of the thesis is to assess and improve the customer satisfaction at Alnoran hotel in Benghazi city. In other words, this study has two specific objectives; Measuring the level of guests\' satisfaction in the areas of front office and housekeeping and identifying potential improvement processes that would enhance the service level. To achieve the objectives of this study, Six-Sigma methodology has been applied which provides a structured approach to solve problems. The approach has five phases; Define, Measure, Analyze, Improve and Control (DMAIC). Initially, the data were collected based on interviews with both employees and guests. Additionally, a questionnaire was conducted to elicit reliable responses from the guests. Relevant literature was studied to get a deeper understanding of the problem. Some of the literature is summarized in the theory part of the study. The results of the case study presented recommendations for the hotel management to improve the service level. Finally, quality do not get much interest at Libyan service sector, even though the methodology has been successfully used globally. It is expected that the study would encourage other organizations in local area to adopt this study as a guideline in order to enhance the quality of service.

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