Chinese customers’ satisfaction with hotels in Hong Kong: determinants and moderating role of Chinese populations
Witnessing the growing demand of hotel accommodation by Chinese tourists, many hoteliers wager their business growth on the Chinese outbound markets. Satisfying Chinese customers becomes a top priority mission of many hotel managers nowadays. In response to this market trend, an extensive range...
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Main Authors: | , , |
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Format: | Conference or Workshop Item |
Language: | English |
Published: |
2013
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Subjects: | |
Online Access: | http://eprints.usm.my/34994/1/HBP26.pdf http://eprints.usm.my/34994/ |
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Summary: | Witnessing the growing demand of hotel accommodation by Chinese tourists,
many hoteliers wager their business growth on the Chinese outbound
markets. Satisfying Chinese customers becomes a top priority mission of
many hotel managers nowadays. In response to this market trend, an
extensive range of studies on determinants of customer satisfaction have
emerged in recent years. However, little scholarly attention fell into the
prioritization of the determinants. Additionally, while comparative research
on customer satisfaction was not scant, most of them compared tourist
segments characterized with divergent geographical and cultural profiles.
Little comparison was made between tourist segments comprising with
people originated from different regions of a nation, in particular in the
formation of satisfaction. The current study attempts to fill in these research
gaps. Drawing on the findings from a survey with 152 Chinese tourists
visiting Hong Kong, this study confirms that perceived performance of the
hotel is the most important determinant of customer satisfaction, followed by
perceived value and customer expectation. The impact of the determinants on
customer satisfaction was stronger among Mainland Chinese than
Taiwanese/Macanese, which indicates that Taiwanese/Macanese customers
were more demanding and more difficult to be pleased than the Mainland
Chinese counterparts. Hoteliers are recommended to customize their service
as according to the places of origin of their Chinese customers. |
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