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.

EXAMINING SUBJECTIVE AND OBJECTIVE E-COMPLAINTS AND SERVICE QUALITY IN BANGKOK HOTELS

2021 ◽  
Vol 27 (2) ◽  
pp. 429-448
Author(s):  
Aswin Sangpikul
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Service Improvement ◽  
Secondary Source ◽  
Five Dimensions ◽  
Customer Complaints ◽  
Complementary Approach ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Hotel Managers

Purpose – There are few studies examining the reliability of e-complaints in the hotel industry. This topic is important for hotel managers as it can help them in distinguishing emotional complaints from factual complaints. Therefore, this study aims to examine and classify customers’ e-complaints regarding hotel service quality and classify them into subjective and objective categories based on factual and non-factual opinions. Design/methodology – Content analysis and descriptive statistics were employed to analyse the data (e-complaints about Bangkok hotels) collected from a secondary source. Findings – It was found that approximately 54% of e-complaints regarding service quality in Bangkok hotels were objective complaints (factual opinions) while 46% were subjective complaints (personal feelings). The study indicated that customer complaints resulted from hotel performance which was below than customer expectations. In addition, both types of e-complaint were found to be associated with the five dimensions of SERVQUAL, implying that hotels still had problems with service delivery in all service dimensions. Originality of the research – Due to the insufficient literature on the reliability of customer ecomplaints in the hotel industry, this study identified the characteristics of subjective and objective e-complaints and their relationship with SERVQUAL, thereby extending knowledge of ecomplaints and service quality in the hotel industry. The findings are expected to assist hotel managers in better understanding the nature of online complaints, thus offering a complementary approach to service improvement.

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.

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