The impact of hotel service quality on customer satisfaction and behavioural intentions : a case study of hotels in Wenzhou

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The impact of hotel service quality on customer satisfaction and behavioural intentions : a case study of hotels in Wenzhou

 

Author: Yang, Fan Michelle
Title: The impact of hotel service quality on customer satisfaction and behavioural intentions : a case study of hotels in Wenzhou
Degree: M.Sc.
Year: 2004
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- China -- Wenzhou -- Case studies
Consumer satisfaction -- Evaluation
Department: School of Hotel and Tourism Management
Pages: viii, 67 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1781007
URI: http://theses.lib.polyu.edu.hk/handle/200/2292
Abstract: The purpose of this study was to explore the relative impacts of individual hotel service components on overall customer satisfaction and behavioural intentions. The important attributes that contributed to customers' satisfaction with each service component were identified. The study also assessed the relationship between customer satisfactions and behavioural intentions and to provide recommendations to improve the hotel services in Wenzhou. A survey was conducted to collect the data. The results indicated that each service component had differential impacts on customer satisfaction and behavioural intentions. The findings suggested that hotel management should pay attention to the quality of each service encounter so as to improve customer satisfaction and behavioural intentions.

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