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  • Measuring hotel guests satisfaction by conducting a consumer satisfaction survey
    Snoj, Boris ...
    In most companies namely service companies achieving customer satisfaction is the primary objective since they explicitly link it to their business success. The clear importance of consumer ... satisfaction drives various companies to conduct, from time to time and with or without the help of marketing agencies, consumer satisfaction surveys and report to what extent their customers are satisfied. Although customer satisfaction is considered to be a key variable - indicative of the success or failure of a business relationship - a review of the pertinent literature reveals a lack of consensus definition for consumer satisfaction as well as a lack of comprehensive, theoretically based empirical research stream. Therefore authors decided to carry out a study in one of the most sensitive industries as far as customer satisfaction is concerned - hotel industry. Data was gathered and analysed on the prevailing practice of the population of hotels in Slovenia using different methods to measure the satisfaction of hotel guests.
    Source: Der Markt : Zeitschrift für Absatzwirtschaft und Marketing. - ISSN 0025-3863 (Jhg. 45, 2, 2006, str. 88-97)
    Type of material - article, component part ; adult, serious
    Publish date - 2006
    Language - english
    COBISS.SI-ID - 8904988

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