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All Journal Journal of Commerce Management and Tourism Studies Kajian Pendidikan, Seni, Budaya, Sosial dan Lingkungan
Chaurasiya, Sneha
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Arts Humanities Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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A comparative study on the impact of service quality on customer satisfaction: Survey of joint venture and government banks in Nepal Ghimire, Shiva Raj; Agarwal, Nirdosh; Basnet, Ashok; Chaurasiya, Sneha
Journal of Commerce, Management, and Tourism Studies Vol. 3 No. 3 (2024): Dec 2024
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v3i3.204

Abstract

This study explores the relationship between customer satisfaction and service quality, of the inquiry is the evaluation of client satisfaction regarding the caliber of service rendered by Nepalese commercial banks. The study attempts to determine the effect of focusing on how important it is for service quality to influence customer contentment. The primary focus service quality on customer satisfaction within the Nepalese banking industry is by using descriptive and causal comparative research techniques. A total of 383 samples were taken from six joint venture banks and three public (or Government ownership) banks in Nepal. Using primary data obtained from a survey with a five-point Likert scale, correlation and regression analysis are used in the study to examine the impact of several service quality parameters on customer satisfaction. The results show that, in the Nepalese banking industry, responsiveness, reliability, assurance, and empathy have a positive and significant association with customer satisfaction. However, responsiveness does not significantly affect customer satisfaction.
Enhancement on employee’s drive and training and development results through gamification in India Chaurasiya, Sneha
Journal of Commerce, Management, and Tourism Studies Vol. 3 No. 2 (2024): Aug 2024
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v3i2.189

Abstract

This study aims to investigate how a business enterprise uses gamification to improve the learning and development of its employees. It also discusses how gamification impacts employees’ productivity and levels of job satisfaction including job engagement level. Employing exploratory research to identify the factors that affect employee productivity, including gamification, learning and development, and others. Non-probability sampling is done. Authoritative and convenient sampling techniques of non-probability sampling have been used. Primary data of a sample population of 75 employees is collected using an online questionnaire. The findings offer practical insights for policy makers, the business enterprise the dynamic demand, training and development of the employees, paves the way for giving feedback and correction instantly, improves the team building quality and helps in team-building, develops problem solving skills and increases the confidence level along with making the employee think out of box in situations as well as develops coordination of employee increases.
An evaluation of purchasing department strategies in handling food and beverage operations in five-star hospitality settings Pratiwi, Ni Putu Eka; Utami, Made Ayu Jayanti Prita; Wajdi, Majid; Chaurasiya, Sneha
Kajian Pendidikan, Seni, Budaya, Sosial dan Lingkungan Vol. 2 No. 2 (2025): September 2025
Publisher : Yayasan Mitra Persada Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/kpsbsl.v2i2.118

Abstract

This study aims to analyse the handling and procurement of food and beverage (F&B) products by the Purchasing Department at The Westin Resort Nusa. As a core operational area in the hospitality industry, efficient F&B management significantly influences guest satisfaction and operational costs. The objective of this research is to assess how the purchasing department manages supplier selection, procurement processes, stock monitoring, and coordination with the kitchen and F&B service teams to ensure product availability, quality, and cost-efficiency. The study employs a qualitative descriptive method, using interviews, observations, and documentation as primary data collection techniques. Interviews were conducted with key purchasing staff and F&B personnel to understand workflows, procurement standards, and challenges faced. Observations of daily procurement activities and stock handling were also carried out, along with document reviews including purchase orders, vendor records, and inventory reports. The analysis reveals that the purchasing department plays a pivotal role in maintaining the consistency of raw material quality while balancing cost-effectiveness. Key strengths include a well-established supplier network, digitalized procurement records, and adherence to hotel SOPs. However, challenges were found in managing fluctuating supply prices, occasional delays in delivery, and the need for stronger interdepartmental communication. The study concludes that while the purchasing system is generally effective, it requires continuous monitoring, vendor performance reviews, and integration with inventory systems to enhance real-time responsiveness. These improvements are crucial for sustaining high service standards in the resort’s F&B operations.
Co-Authors Agarwal, Nirdosh Basnet, Ashok Ghimire, Shiva Raj Made Ayu Jayanti Prita Utami Majid Wajdi PRATIWI, NI PUTU EKA