A study of consumer complaint behavior : a case in Hangzhou hotel restaurant services

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A study of consumer complaint behavior : a case in Hangzhou hotel restaurant services


Author: Ding, Zhihong Portia
Title: A study of consumer complaint behavior : a case in Hangzhou hotel restaurant services
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Consumer complaints -- China -- Hangzhou -- Case studies
Department: School of Hotel and Tourism Management
Pages: xii, 87 leaves : ill. ; 30 cm
Language: English
OneSearch: https://www.lib.polyu.edu.hk/bib/b1717662
URI: http://theses.lib.polyu.edu.hk/handle/200/2254
Abstract: The purpose of this dissertation is to clarify the attributes of customer complaint intention and identify the likelihood of various customer complaint behaviors in Hangzhou hotel restaurants, and to assess the relationship between these behaviors and the complainers' demographic backgrounds such as age, gender, education level and monthly income. Based on a survey of 215 usable questionnaires, SPSS was undertaken to analyze Food and Beverage, Staff Service, and Atmosphere. There are three main attributes identified, which would cause customer complaint intention; four types of customer complaint behaviors were concluded as well; but there was no significant for the relationship between the complaint behaviors and respondents' demographic characteristics in Hangzhou hotel restaurant market. Hotel restaurants can utilize these findings to improve their food, service, atmosphere, and strategies of handling complaints in order to keep good image and loyal customers, thus make more profit at the end. In the meanwhile, it could be an attempt at the research on customer complaint behavior in hotel restaurants in Chinese mainland market.

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