Kamenidou, I.; Balkoulis, N.; Priporas, C.

Hotel business travellers satisfaction based on service quality: a segmentation approach in inner city five-star hotels

Article

Kamenidou, I., Balkoulis, N. and Priporas, C. 2009. Hotel business travellers satisfaction based on service quality: a segmentation approach in inner city five-star hotels. International Journal of Leisure and Tourism Marketing. 1 (2), pp. 152-172. https://doi.org/10.1504/IJLTM.2009.026481

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Type	Article
Title	Hotel business travellers satisfaction based on service quality: a segmentation approach in inner city five-star hotels
Authors	Kamenidou, I., Balkoulis, N. and Priporas, C.
Abstract	This article categorises business customers based on their satisfaction with the service quality provided by hotels. Field research was undertaken using a sample of 162 business customers' in two five-star hotels. The research outcomes revealed seven factors that business customers take into account while determining their level of satisfaction and four business customer categories. This study shows the need for improvement in the hotels such as hotel staff training, improvement of facilities and marketing management. Based on this, it recommends steps the hotel business could take to improve their quality of services.
Keywords	customer satisfaction; hotel services; service quality; business travellers; segmentation; marketing; inner city hotels; five-star hotels; quality of service; QoS; staff training; facilities improvement; marketing management
Research Group	Strategic Marketing, Consumer Behaviour and Branding/Identity group
Publisher	Inderscience
Journal	International Journal of Leisure and Tourism Marketing
ISSN	1757-5567
Deposited	04 Oct 2012
Output status	Published
Digital Object Identifier (DOI)	https://doi.org/10.1504/IJLTM.2009.026481
Language	English

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