Mainland Chinese traveler's satisfaction with hotel service in Singapore

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Mainland Chinese traveler's satisfaction with hotel service in Singapore


Author: Zhao, Zheng
Title: Mainland Chinese traveler's satisfaction with hotel service in Singapore
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- Singapore
Consumer satisfaction
Department: School of Hotel and Tourism Management
Pages: xi, 81 leaves : ill. ; 30 cm
Language: English
InnoPac Record:
Abstract: China, with its continuing reforms, economic growth, entry to the World Trade Organization, its outbound tourism figures showed a promising upward trend since the policy of openness was adopted in 1978. With aggressive promotions as well as a significant increase in air services between Singapore and China led to a continued double-digit growth of Chinese visitors in Singapore. This study aims to identify Chinese travelers' satisfaction with hotel service in Singapore. A self-completed questionnaire containing forty four hotel service attributes, along with overall satisfaction, travel profile and socio-demographic measurement, are developed and used in the survey. Two hundred and eight-two (282) completed questionnaires were used in the study. The result indicated that of forty four attributes identified, travelers were most satisfied with "Bathroom cleanliness"(M=1.85), followed by "Overall Cleanliness of the hotel room"(M=1.90), and were least satisfied with "Internet access and line quality of in-room business facilities"(M=2.31) and "Room rate is reasonable"(M=2.30). These findings with overall mean scores suggest that the Chinese travelers in general are satisfied with their hotel experience in Singapore. By using factor analysis, seven hotel service dimensions were identified from the forty-four attributes: "Facilities and service quality in hotel room", " Facilities and service quality other than hotel room'' , ''Additional facilities and service quality to hotel room", "Appearance of the hotel", "Quality and efficient of Service Equipment", "Welcome/check-in service quality" and "Departure service quality". For the results of multiple regression analysis reveals that the overall results for the factors of satisfaction with hotel service are satisfactory. The seven underlying dimensions explained 62.8% of the variance in overall satisfaction, but the seven satisfaction dimensions of hotel service could only explain 28.4% in prediction of Chinese traveler's intention to come back.

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