Thesis customer satisfaction hotel

Thesis customer satisfaction hotel

In the hotel industry, most researchers are interested in maximizing customer satisfaction; satisfied customers tend to return and make the profit to hotel. Hernon & Whitwan () defined customer satisfaction as a measure of how the customer perceives service delivery. Liu () stated, for example, that customer satisfaction is aFile Size: KB the relationship between guest satisfaction and guest loyalty in the hotel context. Accordingly, we can offer the following hypotheses: • H1: Hotel service system design elements are positively related to guest loyalty. • H2: Guest satisfaction with reception, guestroom, food and beverage May 12,  · experience more interesting and tend to increase customer satisfaction. We also found that information on the expected time in queue tends to make perceptions of wait length more accurate but does not affect customer satisfaction. Thesis Supervisor: Richard C. Larson Title: Professor of Electrical Engineering and Computer Science

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