An analysis of Australian tourists' satisfaction levels with hotel services in China

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An analysis of Australian tourists' satisfaction levels with hotel services in China

 

Author: Law, Sing-wai Anson
Title: An analysis of Australian tourists' satisfaction levels with hotel services in China
Degree: M.Sc.
Year: 2002
Subject: Hong Kong Polytechnic University -- Dissertations
Tourists -- Australia
Tourists -- China
Hotels -- China
Hospitality industry -- China
Consumer satisfaction -- Australia
Consumer satisfaction -- China
Department: Multi-disciplinary Studies
School of Hotel and Tourism Management
Pages: v, 46, [2] leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1659053
URI: http://theses.lib.polyu.edu.hk/handle/200/1424
Abstract: Among all the tourist markets in China, Australia is a huge potential market that has not yet been fully captured. Satisfying the needs of Australian tourists is of vital importance to China's tourism industry. This study aims at discovering possible room for improvement in China hotel services by measuring Australian tourists' satisfaction level. The disconfirmation paradigm was employed to assess Australian tourists' satisfaction levels on 33 hotel attributes. 165 valid questionnaires were collected. The data were analyzed using SPSS software. The findings indicate that Australian tourists have a high overall satisfaction level. Seven satisfaction dimensions (factors) were identified with "service quality & value" and "food & beverage quality" being the most important ones affecting their overall satisfaction level. Among the 33 hotel attributes, 21 are recognized as "satisfied attributes" and the rest 12 as "indifferent attributes". The implications for hotel managers in China were discussed.

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