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Customer Satisfaction Survey of The Lees Hotel Operation

This research confers with the relationship between customer expectation, actual experience of the services and products, guest satisfaction, value acknowledgement, and loyalty, adopted using questionnaire survey and The Lees Hotel as research subject. 232 valid samples are returned, and SPSS statistics software was applied for ¡§descriptive statistical analysis¡¨, ¡§one-way ANOVA analysis¡¨, and ¡§Scheffe T-test analysis.¡¨ According to the result of this research, guest satisfaction and value acknowledgement were not effective by the pre-consumption expectation; however, guest satisfaction and value acknowledgement were influenced by post-consumption experience. Also, the quality of services had substantial effect on guest satisfaction and value acknowledgement. Population statistics partially interfere with guest satisfaction and brand value. Guest satisfaction has apparent impact on returning for another consuming experience and recommendation.

Identiferoai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0908111-102421
Date08 September 2011
CreatorsPing, Chia-Yi
ContributorsI-Heng Chen, Chih-Wen Kuo, Ying-Yao Cheng
PublisherNSYSU
Source SetsNSYSU Electronic Thesis and Dissertation Archive
LanguageCholon
Detected LanguageEnglish
Typetext
Formatapplication/pdf
Sourcehttp://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0908111-102421
Rightsuser_define, Copyright information available at source archive

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