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
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.
Access: restricted access

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