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DC FieldValueLanguage
dc.contributorSchool of Hotel and Tourism Managementen_US
dc.creatorZhao, Zheng-
dc.identifier.urihttps://theses.lib.polyu.edu.hk/handle/200/1618-
dc.languageEnglishen_US
dc.publisherHong Kong Polytechnic University-
dc.rightsAll rights reserveden_US
dc.titleMainland Chinese traveler's satisfaction with hotel service in Singaporeen_US
dcterms.abstractChina, 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.en_US
dcterms.extentxi, 81 leaves : ill. ; 30 cmen_US
dcterms.isPartOfPolyU Electronic Thesesen_US
dcterms.issued2003en_US
dcterms.educationalLevelAll Masteren_US
dcterms.educationalLevelM.Sc.en_US
dcterms.LCSHHong Kong Polytechnic University -- Dissertationsen_US
dcterms.LCSHHotels -- Singaporeen_US
dcterms.LCSHConsumer satisfactionen_US
dcterms.accessRightsrestricted accessen_US

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Please use this identifier to cite or link to this item: https://theses.lib.polyu.edu.hk/handle/200/1618