Defining the factors influencing the consumer’s satisfaction during a hotel stay
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| Format: | Thesis |
| Kulcsszavak: | TripAdvisor complaint handling consumer's satisfaction hotel satisfaction |
| Online Access: | http://dolgozattar.uni-bge.hu/26019 |
| Abstract: | The aim of the thesis is to define and evaluate the factors which influence the consumer’s satisfaction during the stay. It is concentrated on hotel stays, as the most services are offered in such type of accommodation, and due to my personal involvement. In order to have a deep, and complete view on the subject, I applied different research methods, using primary and secondary research, along with qualitative and quantitative tools:- Two online questionnaries - Content and regressional analysis of TripAdvisor comments- In-depth interview with Istvan Lukacs ( General Manager of Aria Hotel Budapest)In the end I came up with 12 factors which are grouped into two: 1. Hygene factors2. Motivator factors using Herzberg's two factor model theory. |
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