Service Quality and Customer Satisfaction of Budget Hotels in China - Softcover

Annamalah, Sanmugam; Zheng Yi, Qu

 
9786139965236: Service Quality and Customer Satisfaction of Budget Hotels in China
Softcover
ISBN 10: 6139965233 ISBN 13: 9786139965236
Verlag: LAP LAMBERT Academic Publishing, 2018

Inhaltsangabe

Service quality is the core issues in hotel industries. Although budget hotels attract attention with low prices, they also need to win customers with service quality to achieve its market share. Improving customer satisfaction through service quality is an important factor in managing and operating budget hotels. This study undertakes service quality in enhancing customer satisfaction through the SERVQUAL model. Service quality is measured via five attributes, i.e. tangibility, reliability, responsiveness, assurance and empathy in formulating a framework of customer satisfaction. A survey was conducted empirically on budget hotels in Shanghai to accumulate data and analysed to verify the hypotheses. This study is important as in ensuring special positioning of budget hotels in developing an excellent service quality.

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Über die Autorin bzw. den Autor

Sanmugam is lecturer for American,UK,Australian Degree & Master Programs in SEGi University College and a PHD candidate.Member of Malaysian Institute of Economic Research, Malaysian Economic Association, International reviewer for books & journals, Module writer for local Universities. Prior joining academic world worked in bank as Project Manager.

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Verlag
LAP LAMBERT Academic Publishing
Erscheinungsdatum
2018
Sprache
Englisch
ISBN 10 
6139965233
ISBN 13 
9786139965236
Einband
Taschenbuch
Anzahl der Seiten
76
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
Edicoes Nosso Conhecimento
customerservice@vdm-vsg.de

SIA
Riga
1039
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