A Study of Employees' Perception about Customer Centricity & Organizational Processes: A Case of Classic Group of Hotels
DOI:
https://doi.org/10.55829/vwgm0t18Keywords:
customer centricity, employee attitudes, trust in organizations, communication, reward systemsAbstract
This study investigates employees' understanding of customer centricity in organizational objectives, complaint handling, reward systems, trust, and communication within the Classic Group of Hotels. Using descriptive and inferential statistics (mean, median, mode, standard deviation, skewness, t-test, correlation, and regression), survey data from 120 respondents were analysed. Results highlight the value employees place on effective complaint processes, empowerment, and customer satisfaction. Trust and open communication were viewed positively, and recommendations are provided for improvement. The study concludes that a culture emphasizing trust and communication enhances both employee performance and customer experience, with practical implications for organizational policy and daily operations.
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