Study on the Influencing Factors of Hotel Customer Satisfaction

DOI

10.2991/iccita-16.2016.22How to use a DOI?

Keywords

Customer Satisfaction, Grey System Theory, Influencing Factors.

Abstract

The purpose of this study is to find out the most critical factors that affect the satisfaction degree of customers in Xi'an Hotel. This paper put forward the view that customer satisfaction was mainly influenced by the factors of service quality, price, product quality, brand and prestige. Then a survey of customers' satisfaction was administered and evaluated using grey correlation analysis technique. It was found out that 'Service Quality', 'Price' , 'Product Quality', in order of importance, were the three most influential factors in determining customers' overall satisfaction levels. Finally, suggestions were developed for hotel managers.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Mingming Weng
PY  - 2016/05
DA  - 2016/05
TI  - Study on the Influencing Factors of Hotel Customer Satisfaction
BT  - Proceedings of the 2016 International Conference on Computer and Information Technology Applications
PB  - Atlantis Press
SP  - 121
EP  - 125
SN  - 2352-538X
UR  - https://doi.org/10.2991/iccita-16.2016.22
DO  - 10.2991/iccita-16.2016.22
ID  - Weng2016/05
ER  -