Customer Satisfaction in the Boutique Hotel A Case Study in Stories Hotel Budapest
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| Dokumentumtípus: | Diplomadolgozat |
| Kulcsszavak: | Boutique Hotel customer satisfaction customer service full-service Hotel Guest Loyal Customer service quality |
| Online Access: | http://dolgozattar.uni-bge.hu/40128 |
| Kivonat: | Customer satisfaction and service quality are crucial components of any strategy for achieving competitive advantage and retaining customers. Additionally, customer satisfaction and service quality are vital aspects as an accomplishment for most organization.Thus, SERVQUAL is used to determine which factors have already made the guest satisfied, and to track the performance development. The SERVQUAL scale by Parasuraman et al. (1988) was used as the principal survey instrument. Throughout the findings, most of the guests who have ever stayed in Stories Boutique Hotel indicated the service which is served has made them satisfied. Additionally, the results suggested that the responsiveness dimension (staff with strong communication skills and a friendly attitude) had a substantial effect on guest satisfaction. Moreover, in terms of tangible dimension management must continue to manage the hotel''s cleanliness because it is critical for the service industry and hygiene otherwise, the hotel''s rating or classification as a hotel may be lowered. |
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