Customer loyalty plan at Residencia Gómez-Pardo, Universidad Politécnica de Madrid

Casado Sánchez, José Luis and Escobar-Orellana, Rafael and Ruizacárate Varela, Carmen (2014). Customer loyalty plan at Residencia Gómez-Pardo, Universidad Politécnica de Madrid. In: "28th International Business Research Conference", 08/09/2014 - 09/09/2014, Barcelona. ISBN 978-1-922069-60-3. pp. 1-14.

Description

Title: Customer loyalty plan at Residencia Gómez-Pardo, Universidad Politécnica de Madrid
Author/s:
  • Casado Sánchez, José Luis
  • Escobar-Orellana, Rafael
  • Ruizacárate Varela, Carmen
Item Type: Presentation at Congress or Conference (Article)
Event Title: 28th International Business Research Conference
Event Dates: 08/09/2014 - 09/09/2014
Event Location: Barcelona
Title of Book: Proceedings of 28th International Business Research Conference
Date: 2014
ISBN: 978-1-922069-60-3
Subjects:
Faculty: E.T.S.I. de Minas y Energía (UPM)
Department: Sistemas Energéticos [hasta 2014]
Creative Commons Licenses: Recognition - No derivative works - Non commercial

Full text

[img] PDF - Users in campus UPM only - Requires a PDF viewer, such as GSview, Xpdf or Adobe Acrobat Reader
Download (498kB)

Abstract

Accommodation is a first need and one of the most important decisions that university students have to decide taking into account their limited budget. The satisfaction grade of these students is the relevant aspect for the administrators and managers of the university residences, because it allows assuring the viability and sustainability of this kind of accommodation. In a situation of decline in rate of retention of students into the residence, coupled with an environment of economic crisis. Hence, of disposable income reduction, it seems essential to get to know what factors affect the motivation to remain into the university residence more than others when it comes to the final choice. The offer?s increase of different kind of accommodation is another variable to be considered when taking the decision related to the management of this kind of accommodation. Thus, there is the need to know which are the key factors and to obtain information about these variables in order to go deep into the relevance grade with the aim to pursue the strategic objectives, that will allow to improve the relationship with the customer and to respond to his accommodation? needs. This article researches the motivation elements that lead the students to remain in a university residence or to abandon it in exchange or a different accommodation, as per example shared flats or individual apartments. This research work intends to be useful for the university residence?s managers in order to increase its incomes, to raise the satisfaction degree among its residents and to obtain better end results in the management of these properties. The fieldwork conducted in the Residencia Universitaria Gómez Pardo (RUGP), Universidad Politécnica de Madrid (UPM), for four semesters, which means students from 27 different grades (undergraduates) and 81 surveys finished, shows the following conclusions. Not only the relation with the residence?s personnel but also the quality and quantity of the feeding and the availability and quality of the internet service, constitute key factors when it comes to make the decision of remaining or of abandoning the residence when the semester comes to its end.

More information

Item ID: 30931
DC Identifier: http://oa.upm.es/30931/
OAI Identifier: oai:oa.upm.es:30931
Deposited by: Memoria Investigacion
Deposited on: 17 Sep 2014 07:51
Last Modified: 04 Mar 2015 16:18
  • Logo InvestigaM (UPM)
  • Logo GEOUP4
  • Logo Open Access
  • Open Access
  • Logo Sherpa/Romeo
    Check whether the anglo-saxon journal in which you have published an article allows you to also publish it under open access.
  • Logo Dulcinea
    Check whether the spanish journal in which you have published an article allows you to also publish it under open access.
  • Logo de Recolecta
  • Logo del Observatorio I+D+i UPM
  • Logo de OpenCourseWare UPM