Customer satisfaction measurement practice in Taiwan hotels [An article from: International Journal of Hospitality Management]

This digital document is a journal article from International Journal of Hospitality Management, published by Elsevier in 2004. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:
The primary research carried out for this study focuses on hotel guest comment cards (GCCs) and customer satisfaction management schemes in Taiwan. Content analysis was used to determine the extent to which each hotel's comment card design corresponded to the identified best practice criteria. Results reveal that no single hotel analyzed within the survey sample of this study meets all identified best practice criteria for their GCCs. It is recommended that the hotel industry in Taiwan reexamine its approach to evaluating customer satisfaction, with the goal of achieving conformity to all critical best practice criteria identified in this paper.