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Analysis Of Factors Affecting Customer Satisfaction In The Hotel Industry The Case Of Mongolian Tourist Hotels


Analysis Of Factors Affecting Customer Satisfaction In The Hotel Industry The Case Of Mongolian Tourist Hotels
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Analysis Of Factors Affecting Customer Satisfaction In The Hotel Industry The Case Of Mongolian Tourist Hotels


Analysis Of Factors Affecting Customer Satisfaction In The Hotel Industry The Case Of Mongolian Tourist Hotels
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Author : Turtemuulen Dashzeveg
language : en
Publisher:
Release Date : 2016

Analysis Of Factors Affecting Customer Satisfaction In The Hotel Industry The Case Of Mongolian Tourist Hotels written by Turtemuulen Dashzeveg and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with categories.




Inside The Rating Scores


Inside The Rating Scores
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Author : Tijana Radojevic
language : en
Publisher:
Release Date : 2017

Inside The Rating Scores written by Tijana Radojevic and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with categories.


In this study, we conducted a multilevel analysis of factors affecting customer satisfaction in the global hotel industry. The survey data collected from TripAdvisor.com included customer reviews relating to 13,410 hotels located in 80 major global urban tourism destinations. We examined multiple relevant factors at each of the following five levels of analysis: (a) service encounter, (b) visitor, (c) visitor's nationality, (d) hotel, and (e) destination. The results show that hotel attributes and the personal characteristics of visitors most powerfully influence customer satisfaction. However, the purpose of the trip, the characteristics of the destination, and the visitor's nationality are also found to play an important role in hotel evaluation. By integrating multiple levels of analysis into a single statistical model, multilevel modeling framework enables researchers and professionals to see the “big picture” of factors affecting customer satisfaction in the contemporary hotel industry.



Site Selection And Value Evaluation Of New Hotel Projects


Site Selection And Value Evaluation Of New Hotel Projects
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Author : Yue He
language : en
Publisher: Springer Nature
Release Date :

Site Selection And Value Evaluation Of New Hotel Projects written by Yue He and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.




The Impact Of Hotel Service Quality On Customer Satisfaction And Behavioural Intentions


The Impact Of Hotel Service Quality On Customer Satisfaction And Behavioural Intentions
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Author : Fan Michelle Yang
language : en
Publisher:
Release Date : 2004

The Impact Of Hotel Service Quality On Customer Satisfaction And Behavioural Intentions written by Fan Michelle Yang and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Hotels categories.




Factors Influencing Customer Loyalty In Hotel Business


Factors Influencing Customer Loyalty In Hotel Business
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Author : Rachata Wangchan
language : en
Publisher:
Release Date : 2019

Factors Influencing Customer Loyalty In Hotel Business written by Rachata Wangchan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019 with categories.


This research aims to (1) study customer characteristics of five-star hotels in Bangkok (2) study level of hotel location, service quality, perceived consumption value, customer satisfaction, and customer loyalty and (3) study the effects of hotel location, service quality, perceived consumption value and customer satisfaction on customer loyalty. This research uses quantitative methodology. A total of 700 completely questionnaires were returned by study participants and Structural Equation Modelling (SEM) techniques were used to analyze the data received. This study results were as following: firstly, the hotel location, service quality and perceived consumption value have the positive effect on customer satisfaction. Secondly, the hotel location, service quality, perceived consumption value, and customer satisfaction have the positive effect on customer loyalty. This study has also provide a reference for five-star hotel management in Bangkok, Thailand.



Current Issues And Development In Hospitality And Tourism Satisfaction


Current Issues And Development In Hospitality And Tourism Satisfaction
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Author : Muzaffer Uysal
language : en
Publisher: Routledge
Release Date : 2013-05-13

Current Issues And Development In Hospitality And Tourism Satisfaction written by Muzaffer Uysal and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-05-13 with Business & Economics categories.


Stay ahead of your customers as their service expectations change! In Current Issues and Development in Hospitality and Tourism Satisfaction, experts from the field explore customer satisfaction strategies, examining both the long-term and short-term results. This vital tool shows you new and effective approaches for understanding customer satisfaction and providing quality service at all levels of the hospitality and tourism industry. Hospitality and tourism faculty and students as well as professionals will find this book useful for improving and providing quality service management. This book illustrates the complex relationship between customer and service provider, offering practical advice and techniques for maximizing consumer contentment. Current Issues and Development in Hospitality and Tourism Satisfaction contains models for meeting—and even surpassing—consumer expectations to increase the value of the customer’s experience. This essential resource includes various methods for managers to anticipate consumer needs and perceptions, reducing dissatisfaction. This book helps you: incorporate existing and alternative measurements of satisfaction measure and improve service quality create and maintain social interaction linkages between staff and customer identify the destination performance of your hotel and other destinations or attractions evaluate consumer satisfaction with lodging services increase cross-cultural service satisfaction and much more! Tables and figures throughout the text help demonstrate the strategies, and bibliographies at the end of each chapter offer further reading. While there are other books that focus on customer satisfaction, Current Issues and Development in Hospitality and Tourism Satisfaction is rare in that it covers satisfaction issues as they apply to both hospitality and tourism.



The Impacts Of National Character On Critical Factors Of Customer Satisfaction And On Customers Behavioral Intentions In Service Organizations


The Impacts Of National Character On Critical Factors Of Customer Satisfaction And On Customers Behavioral Intentions In Service Organizations
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Author : Ladis Komba
language : en
Publisher:
Release Date : 1997

The Impacts Of National Character On Critical Factors Of Customer Satisfaction And On Customers Behavioral Intentions In Service Organizations written by Ladis Komba and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Consumer behavior categories.




The Elements Of Causal Factors Affecting Customer S Satisfaction At Hotels And Resorts


The Elements Of Causal Factors Affecting Customer S Satisfaction At Hotels And Resorts
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Author : Kristiya Moonsri
language : en
Publisher:
Release Date : 2019

The Elements Of Causal Factors Affecting Customer S Satisfaction At Hotels And Resorts written by Kristiya Moonsri and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019 with categories.


The purposes of this research were: 1) to examine the levels of the customers' service satisfaction of hotel and resort personnel; 2) to analyze the elements of service and professional skills of the hotel and resort personnel that affect customers' Satisfaction; 3) to find out the relationship between service and professional skills of hotel and resort personnel that affect customers' satisfaction. The samples used in this study were 400 customers who stayed at the hotels and resorts in Khaokho district of Phetchabun province. The tool employed to collect the data was a five-rating-scale questionnaire. The statistics used to analyze the data featured percentage, mean, standard deviation, pearson correlation coefficient, and exploratory factor analysis (EFA). The result showed that the levels of the customers' service satisfaction of hotel and resort personnel is ranked as highest ( x = 4.51), the aspect that contains the highest mean lies with the issue of service ( x = 4.60), whereas the lowest mean concerns the aspect of professional skills ( x =4.43). The service has the relationships between fifteen variables with the standardized factor loadings of 0.584 to 0.871. The professional skills has the relationships between seven variables with the standardized factor loadings of 0.609 to 0.893. The Eigen value is 4.566 and the cumulative % of variance = 65.223. The results show a positive correlation between service and professional skills as .669, with a statistic significance value of 0.01.



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
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Author : Ksenia Novikova
language : en
Publisher:
Release Date : 2009

A Study Of Customer Satisfaction Factors And Employee Satisfaction In The Hospitality Industry written by Ksenia Novikova and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with categories.


The major purpose of this study was to identify customer and employee satisfaction levels and the most important satisfaction factors in the lodging industry by the example of two hotel properties of a resort on the East Coast. This study included a sample of 267 customers, while the exact number of employees was unknown. The customer satisfaction survey was prepared by the consulting agency. It was conducted in the form of a 10-minute telephone interview with the customers who stayed at the resort 30 days prior to the survey. The customers indicated their satisfaction levels with six areas of the customer experience at the resort such as dining experience, golfing experience, experience with spa, beach club experience, experience with facilities/activities, and guest problems experience. Top 10 and lowest 10 customer satisfaction factors were found for both hotels of the resort. Four similar factors out of 10 positive ones were found to be in both of the hotel properties. Nine similar factors out of 10 were ranked as least satisfying in both of the hotels. The range score between the highest and the lowest customer satisfaction rating for the Hotel A was found to be 1.44, and for B Hotel 1.6. As for the overall customer satisfaction in two hotels, the overall customer satisfaction for the Hotel A was 4.5 (90%), and for the Hotel B was 4.58 (91.6%). To identify the customer satisfaction factors, four areas were selected for the analysis: staff, room divisions, recreation, and conflict resolution. Satisfaction with Room Divisions received the highest overall mean scores (4.64-for Hotel A, and 4.83- for Hotel B), while Conflict Resolution area received the lowest satisfaction scores for both of the Hotels (4.51- for Hotel A, 4.48- for Hotel B). The strong positive relationship (r=0.66) was found between the Hotel A and B of the resort and customer satisfaction factors. Those areas that were ranked high by the customers of the Hotel A were also highly ranked by the Hotel B customers. A Person's correlation coefficient was run on the relationship between the hotel property and customer satisfaction levels. The strong positive association was found between two hotel properties and satisfaction statements. Paired sample t-test was also run in order to determine if there was a significant difference in customer satisfaction in two hotels A and B based on the customer's responses to ii the questionnaire. The t equal to ( -2.5), and the probability of (0.016) were found. There was found to be statistical significant difference between the Hotel A and B customer satisfaction statements.



Customer Perception Of Service Quality In Hotel Industry


Customer Perception Of Service Quality In Hotel Industry
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Author : Malini Singh S
language : en
Publisher: Independent Author
Release Date : 2023-04-14

Customer Perception Of Service Quality In Hotel Industry written by Malini Singh S and has been published by Independent Author this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-04-14 with Business & Economics categories.


The study on "Customer perception of Service Quality in Hotel Industry" A case study in Bangalore provides empirical study towards solving the challenge for the hotel management to determine the satisfaction level of their most important service quality dimensions so as to improve on them and ultimately improve on their service quality levels. This will enable the hotel owners to retain existing customers and attract new ones at a lower cost. The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. High customer satisfaction is critically important to the hotel industry; therefore, the importance and performance of Hotel should be examined from guests' perspectives. The quality of product and service in hotel industry is an important factor of successful business. This study examines customers' perception of Hotel product and service. The success of the hotel and lodging industry in a global environment depends on its degree of professionalism. Product quality and service efficiency need to be strengthened if a more professional lodging work force is to emerge. Delivering quality product and service is an essential strategy for success and survival in today's competitive environment. For this study five renowned star hotel of Bangalore have been surveyed and studied and analysis has been done. The research has been done to help hotels to improve their product on the whole so necessary a recommendation has also been given. The concept and the conceptual model of service quality is indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this thesis is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The thesis describes the most common criteria for measuring service quality, namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitative and qualitative application of such models in hotels.