Analysis of the Les Clefs d'Or's service in Hangzhou, China

Pao Yue-kong Library Electronic Theses Database

Analysis of the Les Clefs d'Or's service in Hangzhou, China

 

Author: Cheng, Lei Mary
Title: Analysis of the Les Clefs d'Or's service in Hangzhou, China
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- China -- Hangzhou
Consumer satisfaction
Department: School of Hotel and Tourism Management
Pages: vii, 55 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1717661
URI: http://theses.lib.polyu.edu.hk/handle/200/192
Abstract: Customer satisfaction is an important measurement of service quality. As the hotel and tourism industry became the supporting industry of Hangzhou's economic development, businesses are becoming more and more service oriented and consumer oriented. Hotel managers are expressing their interest to improve the quality of their services to customers. Likewise Les Clefs d'Or was introduced to Hangzhou region as an effort to improve customer satisfaction. Since its introduction in 1999, its unique approach to servicing had a positive influence on many hotels - a popular belief of many hotel managers. However, the actual value added by the introduction of Les Clefs d'Or to the hotel industry is difficult to measure; the added service performance is also questionable. Therefore, there is an urgent need to measure Les Clefs d'Or members' service quality to identify flaws and make improvements. This study developed a Gap Model based on the concept of service quality and SERVQUAL. It supposed that when Les Clefs d'Or member is providing their services to customers, there might be some factors affecting their performances. These deficiencies in performance are probably from Les Clefs d'Or members and hotel management. Based on the survey, the results indicated the hotel managements need to continue to assess Les Clefs d'Or member's service quality. In addition some areas for further research are identified.

Files in this item

Files Size Format
b1717661x.pdf 2.148Mb PDF
Copyright Undertaking
As a bona fide Library user, I declare that:
  1. I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
  2. I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
  3. I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.

     

Quick Search

Browse

More Information