Price, performance and expectations as determinants of customer satisfaction in a low price-high quality hotel
In this study, the model describes the impact of price, performance and expectations on satisfaction, is tested. The results suggest that pre-price and pre-performance expectations do not play important roles in determining customer satisfaction in a low price/high quality hotel industries. Post-pri...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English English |
| Published: |
1999
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| Subjects: | |
| Online Access: | http://psasir.upm.edu.my/id/eprint/77864/1/t%20GSM%201999%202%20%281900118346%29.pdf http://psasir.upm.edu.my/id/eprint/77864/ |
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| Institution: | Universiti Putra Malaysia |
| Language: | English English |
| Summary: | In this study, the model describes the impact of price, performance and expectations on satisfaction, is tested. The results suggest that pre-price and pre-performance expectations do not play important roles in determining customer satisfaction in a low price/high quality hotel industries. Post-price and post-performance perceptions simultaneously play leading roles in determining satisfaction. These findings offer new insights pertaining to marketing for using price-based strategies to enhance customer satisfaction. Future research directions and managerial implications of the findings are outlined. |
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