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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Universiti Malaysia Sarawak, (UNIMAS)
2015
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| 在线阅读: | 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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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) |
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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 |
13.251813 |