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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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: A. > Business School > Marketing, Branding and Tourism
A. > Business School > International Management and Innovation
A. > Business School > Strategic Marketing, Consumer Behaviour and Branding/Identity group
Item ID: 9372
Useful Links:
Depositing User: Devika Mohan
Date Deposited: 04 Oct 2012 05:50
Last Modified: 24 Mar 2015 12:02
URI: http://eprints.mdx.ac.uk/id/eprint/9372

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