Corpus ID: 204810400

A Critical Review of Customer Satisfaction Measurement in Tourism Industry

  title={A Critical Review of Customer Satisfaction Measurement in Tourism Industry},
  author={Isabel M. Jo{\~a}o},
This paper reviews and discusses the topic of customer satisfaction and its measurement. Defines the concept of customer satisfaction and some models used to access customer satisfaction in service and in particular in tourism industry. The paper highlights some tendencies of customer satisfaction measurement and makes a critical analysis of scales of measurement and its influence in data analysis techniques. The paper also focuses a methodology that can overcome problems of data analysis and… Expand

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