Measuring & Managing Customer Satisfaction In Non-star Accommodations

ISBN-13: 9783659121227 / Angielski / Miękka / 2012 / 316 str.

Ashish Mathur

Opis

The five and other star category hotels are generally owned by prominent business houses and managed professionally. In comparisons to five and other star hotels, the financial capacity of the owners of most of the non-star hotels (including heritage hotels, small hotels, paying guest houses and other guest houses) is limited. It adversely affects their capacity and efforts to offer physical structure and other facilities required by tourists. Most of the service providers and other hired staff in non-star hotels are also not exposed to formal education and professional training. Therefore, these non-star hotels may not be able to gain sufficient satisfaction from their guests. In this context, it will be very significant to identify the level of satisfaction of international as well as domestic customers availing accommodation facilities in non-star accommodation facilities in Jodhpur. Keeping this factual situation in view, this research was carried to concentrate on identifying the level of customer satisfaction of international and domestic tourists availing accommodation facilities in non-star hotels of Jodhpur.

O autorze

Dr. Ashish Mathur, is a nice combination of industry & academic experience of over 13 years. He has presented papers in around 30 national & international conferences & has around 80 paper publications in national & international journals of repute. He is currently serving as member of editorial board in 8 journals.