Assessment of Chinese customers' satisfaction in a five-star hotel, a case study in Danang
2015
Hochschulschrift
Zugriff:
103
The purpose of this study is to assess Chinese customers'' satisfaction with the service quality of A hotel, a five-star hotel in Danang and investigate the influence of two Chinese cultural values of "face" and "harmony" on customers'' satisfaction. This research used SERVQUAL scale, a popular scale to assess customer perception of service quality in the A hotel, two cultural values "face" and "harmony" were added in research model as sixth and seventh dimension. The research results indicate that, for Chinese customer, there are three dimensions in SERVQUAL scale have impact on their satisfaction (tangible, reliability and empathy) and two factors have no impact on satisfaction (responsibility and assurance). Research also indicates that both elements of culture values are "face" and "harmony" have an impact on Chinese customers’ satisfaction.
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Assessment of Chinese customers' satisfaction in a five-star hotel, a case study in Danang
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Autor/in / Beteiligte Person: | Pham Thi Nha Phuong ; 范氏雅芳 |
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Veröffentlichung: | 2015 |
Medientyp: | Hochschulschrift |
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