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A Study on the Difference of Importance-Satisfaction on Hotel Choice Attributes of Chinese tourists ?? The case of tourists to Jeju island

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Abstract
With the increasing importance placed on the service industry, studies of importance and satisfaction intention of customers have become common within the service literature. Compared with Japanese tour, Chinese tourists are new guest with different interest. There are 1.13million Chinese tourists, accounted for 17% of foreign tourists. Chinese tourists live in South Korea 6.8 days in average, consuming 1413U.S. dollars. The expert calls for special strategies to attract more Chinese tourists. One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the battle for competitive differentiation and customer retention. Thus, it is necessary to reexamine the interrelationship between importance and satisfaction of hotel attributes.
First, the levels of ?importance? and ?satisfaction? on the attributes of hotel are explored. Second, the levels of importance and satisfaction on the hotel attributes are analyzed in terms of visitors? socio-demographics and behaviors. The third, the possible ways of indentifying what satisfy them etc, are offered based upon the results of the socio-demographics and travel type analyses.
This study consider the importance factors which impact on customers choice hotel, then with the premise of an overview of relevant literature on customer satisfaction both at home and abroad, this thesis sets up a configuration for factors involved in Chinese customer satisfaction in hotels,and has discreetly designed a logical questionnaire. Conducting the distribution of questionnaire among considerable Chinese---lingered hotels has brought the analysis necessary data. Through description analysis, factor analysis and IPA analysis by SPSS, we reach to a conclusion.
Results of this study revealed that: (1) there are differences between the levels of importance (in terms of visitor?s expectation) and the degree of satisfaction for hotel attributes in Jeju hotels and (2) The levels of importance and satisfaction for hotel attributes depended on the visitors? socio-demographics and behaviors.
This study has prompted to recommend the IPA method in indentifying a better way to meet the expectations of stay in hotels. The results indicated that the hotels must improving the service quality and provide more services that accord with foreign visitors? needs. Also, adequate facilities and services must be provided to better meet the expectations of visitors. Further studies focusing on the services of hotels must also take into account foreign visitors.
Author(s)
이박문
Issued Date
2011
Type
Dissertation
URI
http://dcoll.jejunu.ac.kr/jsp/common/DcLoOrgPer.jsp?sItemId=000000005290
Alternative Author(s)
Li Bowen
Affiliation
제주대학교
Department
대학원 관광경영학과
Advisor
최병길
Table Of Contents
ABSTRACT
CHAPTER 1 INTRODUCTION....................................1
1.1 Background.........................................1
1.2 Purpose of the study.............................................3
1.3 Scope of the study.......................................4
1.3.1 Research method...................................4
1.3.2 Research scope..........................................5
CHAPTER 2 LITERATURE REVIEW...........................6
2.1 Hotel attributes...............................................6
2.2 Hotel customer satisfaction...........................12
2.3 Importance-Satisfaction Analysis...........................17
2.4 The previous research...................................21
CHAPTER 3 METHODOLOGY.............................27
3.1 Research design...........................................27
3.2 Hypotheses development...................................28
3.3 Sampling.......................................30
3.4 Questionnaire design....................................30
3.5 Data collection..........................................32
3.6 The analysis method.....................................32
CHAPTER 4 THE EMPIRICAL ANALYSIS........................34
4.1 The characteristics of sample and inspection the data.........34
4.1.1 Characteristics of sample.....................................34
4.1.2 Reliability and Validity......................................39
4.2 Test of Hypotheses.................................48
4.2.1 Analysis of importance-satisfaction of hotel attributes......48
4.2.2 Difference Tests of importance and satisfaction.......51
4.2.3 Hypothesis test.............................................52
CHAPTER 5 CONCLUSION AND SUGGESTION...............70
5.1 Summary of the study............................................70
5.2 Limitations and future research..............................73
REFERENCE.......................................74
APPENDIX.......................................................79
Degree
Master
Publisher
제주대학교 대학원
Citation
이박문. (2011). A Study on the Difference of Importance-Satisfaction on Hotel Choice Attributes of Chinese tourists ?? The case of tourists to Jeju island
Appears in Collections:
General Graduate School > Tourism Management
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