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International Conference on Engineering and Business Management (EBM 2010 PAPERBACK)

Chengdu,China,China,3.24-3.26,2010

ISBN: 978-1-935068-05-1 Scientific Research Publishing, USA

Paperback 6066pp Pub. Date: March 2010

Category: Engineering

Price: $280

Title: Empirical Research on Customer Satisfaction Measurement in Guangzhou Hotel Industry
Source: International Conference on Engineering and Business Management (EBM 2010 PAPERBACK) (pp 4379-4382)
Author(s): Wenli LI, Department of Tourism Management, Shenzhen Tourism College, Jinan University, Shenzhen City, China
Abstract: Abstract: Guest comment cards (GCCs) are indicated as feasible and effective to measure customer satisfaction, but the key is how to design and apply. Using applied content analysis method, this research investigates current customer satisfaction measurement practices by GCCs for 3 to 5 star hotels in Guangzhou City, China and checks it against the check-list criterion proposed by western researchers. Results of this study suggest that most 3 to 5 star hotels in Guangzhou are using GCC in a relatively unreliable and ineffective way, which falls short in terms of overall best practice suggested by western research.
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