Guesthouse customer satisfaction analysis using quantitative kano model

Ng, Pei Wen (2015) Guesthouse customer satisfaction analysis using quantitative kano model. [E-LPTA] (Unpublished)

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Abstract

Customer satisfaction is the biggest contemporary challenge in the service industries. Service quality and customer satisfaction are generally regarded as the key factors in influencing the loyalty and customer retention. A good perception is retained when an organization supplies goods and services to customers in a manner that satisfies them. The purpose of this study is to determine customer satisfaction in the guesthouse industry. This study adopts quantitative Kano model to classify and prioritize customer needs based on survey data using a set of questionnaires that consists of eight service quality factors and eleven facility quality factors of the guesthouse industry. The results of this study show that guesthouse should pay attention on free tours information and tour operator services and fast treatment of customer complaint issues as it will result as customer dissatisfaction when they are absent. Furthermore, the services of providing fruit basket in room upon arrival and different designs for each room able to delight customers. The overall study has meaningful implications on management decision making in the guesthouse industry.

Item Type: E-LPTA
Additional Information: Project Report (B.Sc.) -- Universiti Malaysia Sarawak, 2015.
Uncontrolled Keywords: Customer satisfaction, Service quality, guesthouses, unimas, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, ipta, education, undergraduate, research, Universiti Malaysia Sarawak
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Academic Faculties, Institutes and Centres > Faculty of Cognitive Sciences and Human Development
Depositing User: Karen Kornalius
Date Deposited: 25 May 2016 02:55
Last Modified: 25 May 2016 02:55
URI: http://ir.unimas.my/id/eprint/12163

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