Open Access. Powered by Scholars. Published by Universities.®
Hospitality Administration and Management Commons™
Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 2 of 2
Full-Text Articles in Hospitality Administration and Management
Customer Satisfaction And Behavioral Intentions: The Case Of Aruba-- Small Island Nation, Yang Cao, Robin Dipietro, Gerald Kock
Customer Satisfaction And Behavioral Intentions: The Case Of Aruba-- Small Island Nation, Yang Cao, Robin Dipietro, Gerald Kock
Hospitality Review
Tourism studies related to small island destinations have become a research stream amongst many academics in recent years. The current study investigates tourist satisfaction related to a tour operator on the island of Aruba that specializes in jeep and bus tours. As there is an increased expenditure pattern for these types of activities, companies are looking for ways to improve customer satisfaction and behavioral intentions. Results indicate that tourists are generally satisfied with the tour company; however a difference in satisfaction ratings was obtained for respondents 61 years old or above. Four factors were extracted from tourists’ satisfaction attributes and …
Adapting The Customer Satisfaction Index To The Lodging Industry: Foreign Customers' Evaluations, Dong Jin Kim, Woo Gon Kim, Kelly A. Way
Adapting The Customer Satisfaction Index To The Lodging Industry: Foreign Customers' Evaluations, Dong Jin Kim, Woo Gon Kim, Kelly A. Way
Hospitality Review
As a standard form of measuring customer satisfaction, the Customer Satisfaction Index (CSI) has been utilized in many countries. By using the Korean Customer Satisfaction Index (KCSI) methodology, this study attempted to investigate foreign customers’ evaluations of luxury hotels in Seoul, South Korea. In doing so, some efforts were made to overcome the methodological problems associated with the KCSI for the lodging industry. Data for this study were collected through a mall intercept survey using a self-administered questionnaire. Precisely 783 responses, collected solely from foreign guests who had stayed at a luxury hotel in Seoul, were included in the study.