A Study on Hotel Service Quality, Relationship Benefits, and Customer Satisfaction

2021 ◽  
Vol 25 (3) ◽  
pp. 211-229
Author(s):  
Xue Tao ◽  
◽  
Youngki Choi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Relationship Benefits

An Analysis of Gap of Hotel Service Quality and Customer Satisfaction

2000 ◽  
Vol 1 (1) ◽  
pp. 127-136 ◽  
Author(s):  
Yong-Ki Lee ◽  
Young-Jae Lee ◽  
Dae-Hwan Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Service ◽  
Hotel Service Quality

Analysis of the Management of Hospitality Customers Complaint and its Countermeasures

2010 ◽  
Vol 426-427 ◽  
pp. 385-390
Author(s):  
Y.L. Li ◽  
M. Wei
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Complaints ◽  
Production And Consumption ◽  
Wide Range ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Negative Factors ◽  
Customer Satisfaction And Loyalty

Customers are the source of hotel profits, and hotel profits provide the customers with a wide range of services to achieve through the hotel. Because of the existence of intangible, heterogeneity, identity of production and consumption in services, as well as the subjective characteristics in the evaluation of service quality, etc, the phenomenon of customers’ complaints will inevitably be encountered. If they are not handled properly, it will inevitably cause the loss of the hotel. So it is a great importance to handle correctly customer complaints. By analyzing the substance of customer complaints and the causing reason, this paper proposes countermeasures to deal with customer complaints to turn negative factors into positive ones, and enhance customer satisfaction and loyalty, and safeguard the reputation of the hotel to improve hotel service quality.

scholarly journals Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality

2021 ◽  
Vol 5 (3) ◽  
pp. 14-28
Author(s):  
Bayad Jamal Ali ◽  
Bayar Gardi ◽  
Baban Jabbar Othman ◽  
Shahla Ali Ahmed ◽  
Nechirwan Burhan Ismael ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
The Impact

Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry

2013 ◽  
Vol 19 (2) ◽  
pp. 149-164
Author(s):  
Suzana Marković ◽  
Sanja Raspor Janković
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Industry ◽  
Perceived Service Quality ◽  
Hotel Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Hotel Service Quality ◽  
The Relationship

Purpose – The purpose of the present study was to examine the relationship between service quality and customer satisfaction. The main objective was to discuss the impact of perceived service quality dimensions on customer satisfaction in the hotel industry in Croatia. Methodology – The data were collected using self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVQUAL model. Second, customer satisfaction was operationalized with one variable, representing overall satisfaction measure. Third, demographic variables were included. Questionnaires were distributed to domestic and international hotel guests in the Opatija Riviera (Croatia). Descriptive analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed to analyze the data. Findings – Factor analysis identified four dimensions of perceived service quality, namely reliability, empathy and competence of staff, accessibility and tangibles. Multiple regression analysis showed that reliability, accessibility and tangibles had a significant and positive effect on overall customer satisfaction. On the other hand, empathy and competence of staff positively influenced hotel guests’ satisfaction, but this impact was not statistically significant when other dimensions were involved. These results indicate that hotel service quality is indeed a significant predictor of customer satisfaction. Thus, improving hotel service quality, results with higher satisfaction levels of hotel guests. Value/originality – The present study focuses on determining relative importance of perceived hotel service quality dimensions in relation to customer satisfaction, reporting the findings from Croatia. Therefore, it contributes to the existing literature on service quality and customer satisfaction relationship in hotel industry.

ATRIBUT LUXURY HOTEL DI JAKARTA BERDASARKAN ULASAN DIGITAL PADA TRIPADVISOR

Pringgitan ◽  
2021 ◽  
Vol 2 (01) ◽  
Author(s):  
Rachel Dyah Wiastuti ◽  
Josephine Rosalia Kurnia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Review ◽  
Product Knowledge ◽  
Hotel Service ◽  
Qualitative Descriptive ◽  
Customer Dissatisfaction ◽  
Hotel Service Quality ◽  
Professional Employee ◽  
Luxury Hotel

This research aims to determine the customer’s satisfaction and dissatisfaction faktor on the luxury hotel in Central Jakarta based on online review at TripAdvisor platform. This research uses qualitative descriptive approach with content analysis. Two objects for this research are Hotel Indonesia Kempinski Jakarta and Keraton at The Plaza Hotel, Jakarta. However, the research samples are 1,229 excellent reviews that represent customer satisfaction and 31 terrible reviews that represent customer dissatisfaction. Findings reveals that room quality valued 17.4% as the determinant faktors of customer satisfaction in the luxury hotel. Room quality are considered as spacious room space, proper amenities, and latest technology equipment such as universal power socket and iPod charging dock. On the other hand, service quality valued 21.15% as the determinant faktors of customer dissatisfaction in the luxury hotel. Service quality are considered as unresponsive employee, lack of employee product knowledge, and unpolite employee. Luxury hotel premises are expected to always maintain hotel cleanliness and professional employee to ensure customer satisfaction. Further research should emphasize on other hotel category and use more online platform to gather more reviews. Keywords: Hotel Attributes, Luxury Hotel, Online Review, Satisfaction Factors

scholarly journals ANALISIS KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA BRAJA MUSTIKA HOTEL & CONVENTION CENTRE, BOGOR

2017 ◽  
Vol 19 (3) ◽  
pp. 321
Author(s):  
Stephanie Alexandra Suwanda ◽  
Edward Siregar
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Tourism Industry ◽  
Quality Analysis ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Hotel Service ◽  
Hotel Service Quality

Sebagai pengembangan industri pariwisata di Indonesia, ada sejumlah hotel diperlukan sebagai fasilitas akomodasi, karena itu membawa persaingan di antara mereka. Dalam persaingan yang sangat ketat, hotel setiap pengusaha perlu berpikir tentang membuat beberapa ide kreatif dan meningkatkan kualitas layanan mereka akan ditawarkan kepada konsumen. Tujuan dari penelitian ini adalah untuk mengidentifikasi konsumen demografi di Hotel brajamustika, untuk menganalisis tingkat signifikansi melalui Braja Mustika Hotel kualitas layanan, dan untuk menganalisis tingkat kepuasan pelanggan melalui Braja Mustika Hotel kualitas layanan. Analisis ofthe data yang digunakan dalam penelitian ini adalah analisis deskriptif, Importance Performance Analysis (IPA), dan Customer Satisfaction Index (CSI). Studi ini menunjukkan bahwa tingkat kepuasan pelanggan yang terjadi pada tingkat puas.As the development on the tourism industry in Indonesia, there are number of hotels required as accomodation facilities, hence it brings rivalry among them. In a very tight competition, every hotel businessmen needs to think about making some creative ideas and increasing the service quality they would offered to the consumers. The purposes of this study are to identify consumers demographic on hotel brajamustika, to analyze the significance rates through Braja Mustika Hotel service quality, and to analyze customers satisfaction rate through Braja Mustika Hotel service quality. Analysis ofthe data used in this research is descriptive analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). This study showed that customers satisfaction rates was occurred on the satisfied rate.

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