Hotel business travellers satisfaction based on service quality: a segmentation approach in inner city five-star hotels

Kamenidou, Irene and Balkoulis, Nickolas and Priporas, Constantinos-Vasilios (2009) Hotel business travellers satisfaction based on service quality: a segmentation approach in inner city five-star hotels. International Journal of Leisure and Tourism Marketing, 1 (2). pp. 152-172. ISSN 1757-5567

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Official URL: http://dx.doi.org/10.1504/IJLTM.2009.026481

Abstract

This article categorises business customers based on their satisfaction with the service quality provided by hotels. Field research was undertaken using a sample of 162 business customers' in two five-star hotels. The research outcomes revealed seven factors that business customers take into account while determining their level of satisfaction and four business customer categories. This study shows the need for improvement in the hotels such as hotel staff training, improvement of facilities and marketing management. Based on this, it recommends steps the hotel business could take to improve their quality of services.

Item Type:Article
Keywords (uncontrolled):customer satisfaction; hotel services; service quality; business travellers; segmentation; marketing; inner city hotels; five-star hotels; quality of service; QoS; staff training; facilities improvement; marketing management
Research Areas:Middlesex University Schools and Centres > Business School > International Management and Innovation
Middlesex University Schools and Centres > Business School > International Management and Innovation > Strategic Marketing, Consumer Behaviour and Branding/Identity group
ID Code:9372
Deposited On:04 Oct 2012 05:50
Last Modified:21 Nov 2014 16:44

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