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} }
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…
References
SHOWING 1-10 OF 83 REFERENCES
Importance-performance analysis revisited: the role of the factor structure of customer satisfaction
- Business
- 2003
The measurement and management of customer satisfaction has become a key issue in the last decade. Banks must thoroughly understand the needs of their customers and design products and services that…
Classification of the destination attributes in the content of competitiveness (by revised importance-performance analysis)
- Business
- 2012
High quality services and customer satisfaction are important determinants of destination competitiveness. For effectively and efficiently managing service quality and providing customer…
Guests' perceptions on factors influencing customer loyalty: an analysis for UK hotels.
- Business
- 2011
Purpose – This paper seeks to explore the performance of UK hotels, in terms of various service attributes, and whether it influences customers' intention to stay again.Design/methodology/approach –…
Impact-range performance analysis and asymmetry analysis for improving quality of Korean food attributes.
- Business
- 2012
The factor structure of customer satisfaction
- Business
- 2002
There is growing evidence that service quality attributes fall into three categories of factors that have a different impact on the formation of customer satisfaction. However, it is not clear which…
Employee Satisfaction: Does Kano's Model Apply?
- Business
- 2004
Employee satisfaction has become one of the critical issues in total quality management. Numerous studies investigate the antecedences and consequences of the construct. It has been found that…