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Guesthouse customer satisfaction analysis using quantitative kano model

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 servi...

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Main Author: Ng, Pei Wen
Format: E-LPTA
Language:English
English
Published: Universiti Malaysia Sarawak, (UNIMAS) 2015
Subjects:
H Social Sciences (General)
Online Access:http://ir.unimas.my/id/eprint/12163/1/Guesthouse%20customer%20satisfaction%20analysis%20using%20quantitative%20kano%20model%20%2824pgs%29.pdf
http://ir.unimas.my/id/eprint/12163/2/Guesthouse%20customer%20satisfaction%20analysis%20using%20quantitative%20kano%20model%20%28fulltext%29.pdf
http://ir.unimas.my/id/eprint/12163/
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spelling my.unimas.ir.121632016-05-25T02:55:57Z http://ir.unimas.my/id/eprint/12163/ Guesthouse customer satisfaction analysis using quantitative kano model Ng, Pei Wen H Social Sciences (General) 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. Universiti Malaysia Sarawak, (UNIMAS) 2015 E-LPTA NonPeerReviewed text en http://ir.unimas.my/id/eprint/12163/1/Guesthouse%20customer%20satisfaction%20analysis%20using%20quantitative%20kano%20model%20%2824pgs%29.pdf text en http://ir.unimas.my/id/eprint/12163/2/Guesthouse%20customer%20satisfaction%20analysis%20using%20quantitative%20kano%20model%20%28fulltext%29.pdf Ng, Pei Wen (2015) Guesthouse customer satisfaction analysis using quantitative kano model. [E-LPTA] (Unpublished)
institution Universiti Malaysia Sarawak
building Centre for Academic Information Services (CAIS)
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sarawak
content_source UNIMAS Institutional Repository
url_provider http://ir.unimas.my/
language English
English
topic H Social Sciences (General)
spellingShingle H Social Sciences (General)
Ng, Pei Wen
Guesthouse customer satisfaction analysis using quantitative kano model
description 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.
format E-LPTA
author Ng, Pei Wen
author_facet Ng, Pei Wen
author_sort Ng, Pei Wen
title Guesthouse customer satisfaction analysis using quantitative kano model
title_short Guesthouse customer satisfaction analysis using quantitative kano model
title_full Guesthouse customer satisfaction analysis using quantitative kano model
title_fullStr Guesthouse customer satisfaction analysis using quantitative kano model
title_full_unstemmed Guesthouse customer satisfaction analysis using quantitative kano model
title_sort guesthouse customer satisfaction analysis using quantitative kano model
publisher Universiti Malaysia Sarawak, (UNIMAS)
publishDate 2015
url http://ir.unimas.my/id/eprint/12163/1/Guesthouse%20customer%20satisfaction%20analysis%20using%20quantitative%20kano%20model%20%2824pgs%29.pdf
http://ir.unimas.my/id/eprint/12163/2/Guesthouse%20customer%20satisfaction%20analysis%20using%20quantitative%20kano%20model%20%28fulltext%29.pdf
http://ir.unimas.my/id/eprint/12163/
_version_ 1644511356504768512
score 13.211869

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