Study on the Impact of Hot Spring Resort Hotel Attributes on Customer Satisfaction
Journal Title: IOSR Journal of Humanities and Social Science - Year 2018, Vol 23, Issue 7
Abstract
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 can classify and sort out the attributes like frustrators, dissatisfiers, hybrids, satisfiers, and delighters so as to effectively manage OCS. Thus, these methods can evaluate the impact range of each attribute on OCS. Through these methods, researchers/practitioners can easily determine the fields requiring special attention and enhance corresponding performances. However, in regard to the efforts for any quality improvement, limited resources of companies must be distributed according to the priority of attributes.
Authors and Affiliations
Shyang-Chyuan Fang
Keywords
Related Articles
- EP ID EP419535
- DOI 10.9790/0837-2307046279.
- Views 68
- Downloads 0
Student Teachers’ Ways To Integrate Character Values In EFL Classroom
This article intends not to judge professional competence in delivering materials, but rather to explore the pedagogic competence in integrating character education in the process of teaching and learning English. The da...
Physical Aspects of the Darjeeling Himalaya: Understanding from a Geographical Perspective
Darjyu Lyang or the „land of God‟ or „heaven on earth‟ is believed to have given Darjeeling its name which is a corrupted form of Dorjee-ling of the Lamaist religion. Geographically, the Darjeeling Himalaya is wedged bet...
The Identification of Factors of Mentoring In the Context of Science Project Competition
Science project competition is a platform for students to expose their scientific work. In completing their science project, school provides them with mentors. Mentoring has many factors involved which can be implemented...
Theme Development Methods/ Techniques employed By EFL Majoring Students in Their Expository writing
recent research in English language is descriptive, evaluative and analytical. It is quantitative and qualitative in nature, which aims at investigating theme development methods/ techniques employed by Palestinian terti...
ON Tom Regan’s Defence of Animal Rights
There is no doubt that Tom Regan is the leading protagonist of the Animal Rights abolitionist project in philosophy. The abolitionist decry the use and exploitation of non human animals. This paper examines Regan‘s argum...