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Measuring customer satisfaction and hotel efficiency analysis : an approach based on data envelopment analysis

Kim, Changhee; Chung, Kyunghwa - In: The Cornell hospitality quarterly 63 (2022) 2, pp. 257-266

Persistent link: https://www.econbiz.de/10013256797

Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA : the case of four star hotels

Dabestani, Reza; Shahin, Arash; Saljoughian, Mohammad; … - In: International journal of quality & reliability management 33 (2016) 2, pp. 160-177

Persistent link: https://www.econbiz.de/10011459948

An opinion-driven decision-support framework for benchmarking hotel service

Park, Jaehun; Lee, Byung Kwon - In: Omega : the international journal of management science 103 (2021), pp. 1-20

Persistent link: https://www.econbiz.de/10012581752

Hotel service quality dimensions and attributes : an analysis of online hotel customer reviews

Kanapot Kalnaovakul; Pornpisanu Promsivapallop - In: Tourism and hospitality research : THR 23 (2023) 3, pp. 420-440

Persistent link: https://www.econbiz.de/10014312455

The role of nationality and hotel class on guests' satisfaction : a fuzzy-TOPSIS approach applied in Saint Petersburg

Martín, Juan Carlos; Rudchenko, Veronika; … - In: Administrative Sciences : open access journal 10 (2020) 3/68, pp. 1-24

hotel customers' satisfaction is still scant. This paper aims to contribute to the realm of hotel management by providing … interesting managerial insights into how different nationalities perceive hotel attributes differently using two hotels located in … (FTOPSIS) is proposed. The results are based on a sample of 447 guests and show that: (1) nationality influences the hotel …

Persistent link: https://www.econbiz.de/10012271640

Human contribution to service quality in West Bengal's luxury hotels

Banerjee, Dipa; Biswas, Debasish - In: Human systems management : HSM 37 (2018) 1, pp. 7-13

Persistent link: https://www.econbiz.de/10011817227

A study of customer care and satisfaction towards hotel service quality

Hung, Li-Mei; Chen, Chien-Chou - In: International journal of electronic customer … 7 (2013) 3/4, pp. 161-172

Persistent link: https://www.econbiz.de/10010396379

Evaluation of customer satisfaction attributes on hospitality services

Otoo, Frank Nana Kweku; Kaur, Manpreet; Ameyaw, Godfred … - 2022

Persistent link: https://www.econbiz.de/10013407364

Hotel customer retention : a study of customers' perspectives in an emerging market

Adzoyi, Paulina N.; Blomme, Robert J.; Honyenuga, Ben Q. - In: Advances in hospitality and leisure 17 (2022), pp. 21-36

Persistent link: https://www.econbiz.de/10014309047

Customer satisfaction and loyalty in Malaysian resort hotels : the role of empathy, reliability and tangible dimensions of service quality

Yeong, Si Ni; Knox, Dan; Prabhakar, Guru - In: International journal of services and operations … 41 (2022) 4, pp. 444-462

Persistent link: https://www.econbiz.de/10013257545