Manuscript Title:

EVALUATION OF CUSTOMER SATISFACTION INDEX MODELS FOR TAIWANESE INTERNATIONAL TOURIST HOTELS

Author:

CHEN JIAN, IBRAHIM MOHAMED ALRAJAWY

DOI Number:

DOI:10.17605/OSF.IO/VWSD6

Published : 2023-08-10

About the author(s)

1. CHEN JIAN - Research Scholar, Lincoln University College, Malaysia.
2. IBRAHIM MOHAMED ALRAJAWY - Professor, Lincoln University College, Malaysia.

Full Text : PDF

Abstract

This research paper aims to evaluate and compare the appropriateness of different customer satisfaction index models for Taiwanese international tourist hotels. Customer satisfaction is a critical factor in the success of the hotel industry, particularly for international tourist hotels that cater to diverse customer segments. Various customer satisfaction index models have been proposed and utilized in different contexts. This study examines the suitability and effectiveness of existing customer satisfaction index models for assessing customer satisfaction in Taiwanese international tourist hotels. The research methodology includes a systematic review of literature, analysis of customer feedback data, and expert interviews. By evaluating the strengths, limitations, and applicability of different models, this study will provide insights into the most appropriate customer satisfaction index model that aligns with the unique characteristics of Taiwanese international tourist hotels. The findings will assist hotel managers and policymakers in selecting and implementing the most suitable model to monitor and improve customer satisfaction, leading to enhanced customer loyalty, positive word-of-mouth, and improved hotel performance.


Keywords

Customer Satisfaction, Customer Satisfaction Index Models, Taiwanese International Tourist Hotels, Evaluation, Systematic Review, Customer Feedback, Expert Interviews, Hotel Performance.