Evaluation of hotel service quality based on customer satisfaction

Proceedings - ICSSSM'07: 2007 International Conference on Service Systems and Service Management

Volumn , Issue , 2007, Pages

  Shi, Jing Hua ^a   Su, Qiang ^a  

^a SHANGHAI JIAO TONG UNIVERSITY   (China)

Author keywords

Customer satisfaction; Hotel service quality; Service industry; Survey

Indexed keywords

CUSTOMER SATISFACTION; DATA REDUCTION; QUALITY MANAGEMENT;

HOTEL SERVICE QUALITY; SERVICE FLEXIBILITY; SERVICE INDUSTRY; SERVICE QUALITY;

HOTELS;

EID: 40549114603     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/ICSSSM.2007.4280099     Document Type: Conference Paper

References (13)

1. Li Ling, "Analysis on competition of hotel industry in China and its solutions", Journal of Jiu Jiang Vocational & Technical College, Vol.3, pp. 61-63, 2004.
2. Barsky, J.D. and Labagh, R., "A strategy for customer satisfaction", The Cornell Hotel and Restaurant Administration Quarterly, October, pp. 3240, 1992.
3. Gundersen, M.G., Heide, M. and Olson, U.H., "Hotel guests' satisfaction among business travellers", The Cornell Hotel and Restaurant Administration Quarterly, pp. 72-81, 1996.
4. Lam, T., Mok, C. and Wong, L., "Customer satisfaction v. customer retention'", Asian Hotel and Catering Times, August, pp. 34-6, 1996.
5. Gronroos, Christian, "Strategic Management and Marketing in the Service Sector". Research Reports No.8, Swedish School of Economics and Business Administration, Helsinki, 1982.
6. Nelson Tsang and Hailin Qu, "Service quality in China's hotel industry: a perspective from tourists and hotel managers", International Journal of Contemporary Hospitality Management, Vol. 12, No. 5, pp. 316-326, 2000.
7. Lewis R.C., "The measurement of gaps in the quality of hotel services", International Journal of Hospitality Management, Vol. 6 Issue. 2, pp. 83-88, 1987.
8. Thanika Devi Jowaheer and Darren Lee Ross (2003), "A Study of Hotel Guest Perceptions in Mauritius", International Journal of Contemporary Hospitality Management, 15/2, pp. 105-115.
9. Hill, D.J., "Satisfaction and consumer services", Advances in Consumer Research, Vol 13, pp. 311-315, 1986.
10. Raymond P. Fisk, Stephen J. Crove and Joby John, Interactive Service Marketing, Hourghton Mifflin Company, 2000.
11. Lawton, Robin L., "Creating a Customer-Centered Culture in Service Industries", Quality Progress, Vol. 24 No. 9, pp. 69-72, 1991.
12. Marit G. Gundersen, Morten Heide, and ULF H. Olsson, "Hotel Guest Satisfaction among Business Travelers", Cornell Hotel and Restaurant Administration Quarterly, Aprial, pp. 72-81, 1996.
13. Zhu Hang and Wang Chunxiao, "Analysis on Key Variables of Hotel Service Quality Management", Systems Engineering-Theory Methodology Applications, Vol. 8, No. 1, pp. 60-66, 1999.