|Author:||Law, Sing-wai Anson|
|Title:||An analysis of Australian tourists' satisfaction levels with hotel services in China|
|Subject:||Hong Kong Polytechnic University -- Dissertations|
Tourists -- Australia
Tourists -- China
Hotels -- China
Hospitality industry -- China
Consumer satisfaction -- Australia
Consumer satisfaction -- China
School of Hotel and Tourism Management
|Pages:||v, 46,  leaves : ill. ; 30 cm|
|Abstract:||Among all the tourist markets in China, Australia is a huge potential market that has not yet been fully captured. Satisfying the needs of Australian tourists is of vital importance to China's tourism industry. This study aims at discovering possible room for improvement in China hotel services by measuring Australian tourists' satisfaction level. The disconfirmation paradigm was employed to assess Australian tourists' satisfaction levels on 33 hotel attributes. 165 valid questionnaires were collected. The data were analyzed using SPSS software. The findings indicate that Australian tourists have a high overall satisfaction level. Seven satisfaction dimensions (factors) were identified with "service quality & value" and "food & beverage quality" being the most important ones affecting their overall satisfaction level. Among the 33 hotel attributes, 21 are recognized as "satisfied attributes" and the rest 12 as "indifferent attributes". The implications for hotel managers in China were discussed.|
|Rights:||All rights reserved|
Files in This Item:
|b16590533.pdf||For All Users (off-campus access for PolyU Staff & Students only)||2.45 MB||Adobe PDF||View/Open|
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- 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.
- 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.
Please use this identifier to cite or link to this item: