Customer Satisfaction of Hong Kong Nationals with 5 Star Hotels Overseas

Customer Satisfaction of Hong Kong Nationals with 5 Star Hotels Overseas

Abstract

The essence of the hospitality industry is serving and satisfying each of the guests, meanwhile customers is always put in the first priority in any situation. Last year in 2011, there were totally over thirty-five millions of Hong Kong passengers flow by airplane, which represent there were a great amount of Hong Kong travelers travel around overseas and they have a large quantity of demand with 5 star hotels overseas. However, what are the major factors to satisfy Hong Kong nationals with 5 star hotels overseas? Many Hong Kong customers like to evaluate their satisfaction through media, travel website or among interpersonal relationship. Therefore, customer satisfaction is the major part of a hotel business; it can influence its reputation and even the success of hotel business. The following sections in this research paper illustrated the customer satisfaction have a strong impact in the hospitality industry. Respondents from Hong Kong nationals gave their observation and view based on the experiences they had in 5 star hotels previously. This research paper analyzed and showed the relationship between the Chinese cultural values and customer satisfaction, with its effect in the 5 star hotel businesses.

Content |

Abstract | p.2 |

1.0 Introduction | p.4-5 |

2.0 Literature Review | p.6-10 |

2.1 Overview -Customer Satisfaction | p.6-7 |

2.2 Chinese Culture & Customer Satisfaction | p.8 |

2.2.1 The Chinese Cultural Value - "Face" | p.8-9 |

2.2.2 The Chinese Cultural Value - "Harmony" | p.9-11 |

3.0 Methodology | p.12-13 |

4.0 Analysis and Results | p.14-24 |

Figure 4.1 | p.14-15 |

Figure 4.2 & 4.3 | p.15-17 |

Figure 4.4 | p.17-18 |

Figure 4.5 | p.18-20 |

Figure 4.6 | p.20-21 |

Figure 4.7 | p.21-22 |

Figure 4.8 | p.22-23 |

Figure 4.9 | p.23-24 |

5.0...