Customer satisfaction measurement in hotel industry: Content analysis study (CROSBI ID 548538)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Avelini Holjevac, Ivanka ; Marković, Suzana ; Raspor, Sanja
engleski
Customer satisfaction measurement in hotel industry: Content analysis study
One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the battle for competitive differentiation and customer retention. Lam and Zhang (1999) claim that overwhelming customer demand for quality products and service has in recent years become increasingly evident to professionals in the tourism and hotel industry. Among all customer demands, service quality has been increasingly recognized as a critical factor in the success of any business (Grönroos, 1990 ; Parasuraman et al., 1988). The purpose of this study is to examine hotel guest comment cards (GCCs) and customer satisfaction management schemes in Opatija’ s hotels. This study adopts the applied content analysis approach which Gilbert and Horsnell (1998) used in their study, utilizing comparison and recording of findings based on a set of best practice criteria. The results of this study provide hotel professionals with an assessment of current methods of measuring and managing customer satisfaction in Opatija’ s hotels.
customer satisfaction; service quality; measurement techniques; content analysis; hotel industry
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Podaci o prilogu
2009.
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objavljeno
Podaci o matičnoj publikaciji
4th International Scientific Conference "Planning for the future learning from the past: Contemporary Developments in Tourism, Travel & Hospitality"
Rodos: University of Aegean
Podaci o skupu
4 th International Scientific Conference: "Planning for the future, Learning from the Past: Contemporary Developments in Tourism, Travel & Hospitality"
predavanje
03.04.2009-05.04.2009
Rodos, Grčka