Customer Satisfaction in the Hotel Industry: Meaning and Measurement [Summary]

Abstract

The customer satisfaction construct developed and implemented in this study is composed of three different sub dimensions relating to a hotel’s products and services: expectations, perceived performance, and importance. This construct is derived from the disconfirmation paradigm and expectancy-value theories. Although the disconfirmation paradigm is generally accepted as the construct that best explains customer satisfaction (Cadotte, et al., 1987), the impact of attribute importance on consumer decision making is also widely recognized (Heeler, et al.). Elements from each of these research traditions were combined to form the customer satisfaction model presented in this study. The independent variables from Carmen’s (1990) quality model are the same as those representing the independent variables in the current model. This also supports the inclusion of these specific terms as well as their relationship with each other. The current model yields a customer satisfaction score as a result of the interaction of these terms. This model was positively evaluated through the results of empirical testing at a large urban hotel. The customer satisfaction score (CS) was positively assessed for issues of reliability and validity. The data generated by this study were analyzed by market segment, compiled in various formats, and submitted to the hotel’s management for review (Barsky, 1992). The hotel’s response focused on the attributes related to customer satisfaction and with the associated immediate value for operational and marketing decision making.

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