Analysis of customer attributes in the hotel industry.

• Main Authors: Koh, Zhen Qing., Tan, Pia Woo., Wong, Siew Leng.
• Other Authors: Nanyang Business School
• Format: Final Year Project
• Language: English
• Published: 2013
• Subjects: DRNTU::Business::Accounting
• Online Access: http://hdl.handle.net/10356/51158
• Institution: Nanyang Technological University

The objectives of this project are to determine the importance and satisfaction levels, and customer satisfaction indices of hotel guests in Singapore for the purpose of resource allocation. The project was done by conducting surveys with guests of various hotels in Singapore. They were asked to rate the importance and satisfaction levels on various attributes of hotels they stayed in. The results were calculated to derive the consumer satisfaction index. From the findings, it was found that certain attributes were of top priorities to all interviewees, such as security, locality, level of hospitality and cost of rooms. Security was unexpectedly ranked higher than cost of rooms and reputation. One would think that cost of rooms and reputation, among other attributes, would be of greater concern to guests. This report hopes to aid hoteliers in allocating their resources better to serve customers beyond their expectations.