The Determinants of Hotels Customer Satisfaction: A Comparative Study

摘要：

The factors influencing hotels customer satisfaction are of worth importance in order to know the reasons that are responsible to create satisfaction among customers for a particular hotel. In this study, the customer satisfaction in the hotel industry and the determinants of satisfaction were analyzed. The results showed that the service and price related factors significantly contributed to explain customer satisfaction and the influential factors varied according to the type of the hotel.

关键词： stcustomer satisfaction hotel industry determinants

作者: Li Dongqin Ren Yu

作者单位: School of Economics & Management Zhejiang Sci-Tech University Hangzhou,China

会议类型: 国际会议

会议名称: 2011 2nd IEEE International Conference on Emergency Management and Management Sciences(2011年第二届IEEE应急管理与管理科学国际会议 ICEMMS 2011)

会议地点: 北京

会议语种:英文

页码: 232-235

在线出版日期: 2011-08-08（万方平台首次上网日期，不代表论文的发表时间）