Measuring Customer Satisfaction of Luxury Hotels in Ulaanbaatar: A Case Study of Four and Five Star Hotels in Ulaanbaatar

• Main Author: Badral Ganbold
• Other Authors: Massoud Moslehpour
• Format: Others
• Language: en_US
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/66668662245866857268

碩士 === 亞洲大學 === 經營管理學系碩士班 === 100 === Tourism sector includes a large number of industries. Among various sections of tourism industry accommodation is the largest of all. Hotels are an important part of the accommodation industry and have become one of the most competitive businesses in the world in recent years. Gaining customer satisfaction is very important for hotel managers to attract more customers. The purposes of this study are to examine the GCCs (Guest Comment Card) of subject hotels (Terelj Hotel, Ulaanbaatar Hotel, Kempinski Khan Palace Hotel, Chinggis Khaan Hotel) located in Ulaanbaatar city, Mongolia, and to investigate: 1) the difference between variables influencing customer satisfaction of subject hotels, 2) the most influencing variable within the customer satisfaction variables, 3) which hotel has the highest customer satisfaction among the subject hotels. This study will adopt Statistical Package for the Social Sciences (SPSS 18) to analyze the data collected from subject hotels. The findings of this study showed that there is a difference between the variables influencing customer satisfaction. “Food and beverage” has the most influence on customer satisfaction. Also the result showed that Terelj hotel has the highest customer satisfaction among the 4 subject hotels. The results of this study will provide hotel professionals with an assessment of current methods of measuring, managing customer satisfaction and help them to realize their general failure and problems in service, facility and food. Keywords: Customer satisfaction, Hotel industry, Mongolia, Reception and service, Guestroom and facilities, Food and beverage, Terelj hotel, Ulaanbaatar hotel, Kempinski Khan Palace hotel, Chinggis Khaan hotel