A Study on the Hotel Service Quality according to COVID-19 and the Impact Relationship between Service quality, Hygiene-safety-quarantine awareness, Customer satisfaction, and Behavior intention : Focusing on Revised IPA analysis

2021 ◽  
Vol 23 (3) ◽  
pp. 69-107
Author(s):  
Dong-Soo Choi ◽  
Hyeon-Na Kang ◽  
Jin-Soo Han
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavior Intention ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
And Behavior ◽  
The Impact

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

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.

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