Demand Analysis of Hotel Service Quality
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 5
Abstract
Service market of hotels is successively saturated. Hotels should control customers’ demands in order to attract more customers and obtain higher profits. This study adopts questionnaire survey and treats customers of Hotel H as subjects. By Importance-Performance Analysis (IPA), this study explores service quality demand of customers in Hotel H to assist with hotels’ upgrading of service satisfaction. According to research findings, “service staff can immediately respond to customers’ needs” and “hotels provide comfortable service to customers” are the most important for customers; “bright and neat appearance of facility” and “interior facility, traffic flow and signs are concrete” are important for customers; however, quality provided by Hotel H does not satisfy the customers. This study suggests that Hotel H should regularly arrange and maintain environment of facility and frequently trim the plants and trees in the garden. As to facility, when it is damaged, the hotel should repair it and maintain the brightness. As to interior facility, traffic flow and signs, hotels must specifically indicate the locations of facilities and customers’ traffic flow and increase signs or layout of facility to allow customers to recognize the locations and avoid wasting time searching for the facilities.
Authors and Affiliations
Yi-Chan Chung
Keywords
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- EP ID EP411229
- DOI 10.9790/487X-2005060104.
- Views 57
- Downloads 0
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