| Author: | Law, Sing-wai Anson |
| Title: | An analysis of Australian tourists' satisfaction levels with hotel services in China |
| Degree: | M.Sc. |
| Year: | 2002 |
| Subject: | Hong Kong Polytechnic University -- Dissertations Tourists -- Australia Tourists -- China Hotels -- China Hospitality industry -- China Consumer satisfaction -- Australia Consumer satisfaction -- China |
| Department: | Multi-disciplinary Studies School of Hotel and Tourism Management |
| Pages: | v, 46, [2] leaves : ill. ; 30 cm |
| Language: | English |
| 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 |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b16590533.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 2.45 MB | Adobe PDF | View/Open |
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