• Corpus ID: 207980945

Study on the Impact of Hot Spring Resort Hotel Attributes on Customer Satisfaction

@inproceedings{Fang2018StudyOT,
  title={Study on the Impact of Hot Spring Resort Hotel Attributes on Customer Satisfaction},
  author={Shyang-Chyuan Fang},
  year={2018}
}

• Shyang-Chyuan Fang
• Published 2018
• Business

With regard to the key role of customer satisfaction in the success of hospitality enterprises, researchers have long been investigating customers' perception of the quality of hotel attributes and the impact of such attributes on overall customer satisfaction overall (OCS). From the perspectives of impact rangeperformance analysis and impact asymmetry analysis, based on the three-factor theory, this study explored the asymmetric effect of hot spring resort hotel attributes on OCS. The methods can classify and sort out the attributes like frustrators, dissatisfiers, hybrids, satisfiers, and delighters so as to effectively manage OCS. Thus, these methods can evaluate the impact range of each attribute on OCS. Through these methods, researchers/practitioners can easily determine the fields requiring special attention and enhance corresponding performances. However, in regard to the efforts for any quality improvement, limited resources of companies must be distributed according to the priority of attributes.