Proceedings of the International Conference on Tourism, Economics, Accounting, Management, and Social Science (TEAMS 19)

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Measuring Hotel Customer Satisfaction: Who Cares?

Authors
N. Trianasari, A.A. Yudha Martin Mahardika, Putu Indah Rahmawati
Corresponding Author
N. Trianasari
Available Online November 2019.
DOI
10.2991/teams-19.2019.39How to use a DOI?
Keywords
customer satisfaction; hotel service; guest comment card; satisfaction measurement
Abstract

Customer satisfaction is one of the indicators that show the quality of any business. In a hotel operation, it is the hotel guest who has the expectedly objective evaluation of its service. Practically, hotels invited their guests to rate their satisfaction toward overall hotel services through guest comment card. While they are essential, little is known about how hotels manage the data obtained from guest comment card. As such, this study aimed to enrich the understanding of hotel customer satisfaction measurement. Data were collected from 16 Hotel Managers in Bali and were analyzed qualitatively. The study revealed that all hotels used online and offline guest comment to understand how guests perceived their services. Mostly, for offline survey, the Housekeeping staffs were assigned to put and collect the data from the hotel guests. For the online survey, the Front Office staff suggested the guest to complete the online form upon their departure. Data were then shared to all hotel departments for further actions. Only a few hotels performed a thorough measurement and analysis on the data. Discussion and recommendation are provided in the paper as well as limitation and avenue for future study.

Copyright
© 2019, 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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Volume Title
Proceedings of the International Conference on Tourism, Economics, Accounting, Management, and Social Science (TEAMS 19)
Series
Advances in Economics, Business and Management Research
Publication Date
November 2019
ISBN
978-94-6252-843-7
ISSN
2352-5428
DOI
10.2991/teams-19.2019.39How to use a DOI?
Copyright
© 2019, 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/).

Cite this article

risenwbib
TY  - CONF
AU  - N. Trianasari
AU  - A.A. Yudha Martin Mahardika
AU  - Putu Indah Rahmawati
PY  - 2019/11
DA  - 2019/11
TI  - Measuring Hotel Customer Satisfaction: Who Cares?
BT  - Proceedings of the International Conference on Tourism, Economics, Accounting, Management, and Social Science (TEAMS 19)
PB  - Atlantis Press
SP  - 212
EP  - 215
SN  - 2352-5428
UR  - https://doi.org/10.2991/teams-19.2019.39
DO  - 10.2991/teams-19.2019.39
ID  - Trianasari2019/11
ER  -