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Determinants of Customer Satisfaction in the Hotel Industry: the Relationship between Customer Satisfaction and Different Catego - Dissertation Example

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Determinants of Customer Satisfaction in the Hotel Industry: the Relationship between Customer Satisfaction and Different Catego

Hotels being part of service industries have thus witnessed an increased effort to enhance customer satisfaction and thus customer satisfaction measurement has become an important ‘part and parcel’ of a hotels success. The purpose of this research is to discover and recognize the determinants of customer Satisfaction (Shih, 1986; Yau and Chan, 1990; Stevens, 1992; Mok et al., 1995). 2. DATA COLLECTION Distribution of survey questionnaires to a sample size of 300 participants were given with varying nationalities and age groups. One of the very important advantages of sampling is reliability and can also be used to check the accuracy of the survey data .Around 600 surveys were distributed and out of 600 surveys 350 were returned which is roughly (58.4%) of 600 surveys distributed. Among the survey distributed, 300 (50%) were usable. The questionnaires were distributed in Bournemouth city centre areas.3 star hotels namely - Queens’s hotel, Britannia Hotel, Royal Exeter hotel, and Premier inn Hotel etc. ...Show more

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Determinants of Customer Satisfaction Determinants of Customer Satisfaction in the Hotel Industry [Name] [University] [Instructor] Table of Contents Serial No. Heading Page No.       1 INTRODUCTION 2 DATA COLLECTION 3 ANALYSIS 4 GRAPH 1 - AGE BY GENDER 4.1 GRAPH 2 - ANNUAL SALARY BY GENDER 4.2 GRAPH 3 - NUMBER OF TIMES DIFFERENT AGE GROUPS HAVE VISITED HOTEL 4.3 GRAPH 4 - PURPOSE VISIT BY GENDER 4.4 ARE YOU SATISFIED WITH THE HOTEL - EDUCATION 5 ARE YOU SATISFIED WITH THE HOTEL - GENDER 6 ANALYSIS OF THE RELATIONSHIP 7 FACTOR ANALYSIS 8 THE CUSTOMERS VALUE FOR MONEY 9 CONCLUSION 1…
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