Introduction of Research
The Griffith University Hotel
Hotel consumer Importance/Performance evaluation report
1002 HSL INTRODUCTION TO RESEARCH
ASSIGNMENT II
2012. 10. 12
1.0 Introduction:
In today’s society, when talking about Hotel facilities and services, the most important factors everyone cares about are the price, location and the guestrooms. Not enough said, other hotel choices, such as technology and customization also play key roles in the process (Watkins, 2003). “Companies can no longer rely solely on high-volume and low-cost production to maintain growth or even survive in the market. Instead, they put their effort into meeting customer needs or requirements and achieving customer satisfaction to remain competitive in the market.” (Wang and Ji, 2010). This report shows the differences between business and leisure travelers’ preferences. As Watkins, 2003 stated, “for business travelers, shuttle service to and from the airport is the most important amenity, following closely by childcare facilities, swimming pool and fitness center. For leisure guests, however, a swimming pool is the overwhelming amenity of preference, followed by childcare facilities as shuttle service isn’t that important to these customers.” Business travelers expect their accommodations to have wireless internet services but as for leisure travelers they wouldn’t necessarily need it (Bernadette, 2012). Since hotels are a high competitive region, in able to reach the high reputation, hotels must provide the best facilities and services for their customers as possible.
The purpose of this research is to improve the Griffith University Hotel, visitor satisfaction. The facilities and services they provide. To do this, a questionnaire took place, this was the first step undertaken by the Hotel in order to know how important and how well the hotel is performed in fulfilling the customers’ needs. The questionnaire was laid out by using two categories, with 17 facilities for both categories
Hotel consumer Importance/Performance evaluation report
1002 HSL INTRODUCTION TO RESEARCH
ASSIGNMENT II
2012. 10. 12
1.0 Introduction:
In today’s society, when talking about Hotel facilities and services, the most important factors everyone cares about are the price, location and the guestrooms. Not enough said, other hotel choices, such as technology and customization also play key roles in the process (Watkins, 2003). “Companies can no longer rely solely on high-volume and low-cost production to maintain growth or even survive in the market. Instead, they put their effort into meeting customer needs or requirements and achieving customer satisfaction to remain competitive in the market.” (Wang and Ji, 2010). This report shows the differences between business and leisure travelers’ preferences. As Watkins, 2003 stated, “for business travelers, shuttle service to and from the airport is the most important amenity, following closely by childcare facilities, swimming pool and fitness center. For leisure guests, however, a swimming pool is the overwhelming amenity of preference, followed by childcare facilities as shuttle service isn’t that important to these customers.” Business travelers expect their accommodations to have wireless internet services but as for leisure travelers they wouldn’t necessarily need it (Bernadette, 2012). Since hotels are a high competitive region, in able to reach the high reputation, hotels must provide the best facilities and services for their customers as possible.
The purpose of this research is to improve the Griffith University Hotel, visitor satisfaction. The facilities and services they provide. To do this, a questionnaire took place, this was the first step undertaken by the Hotel in order to know how important and how well the hotel is performed in fulfilling the customers’ needs. The questionnaire was laid out by using two categories, with 17 facilities for both categories
References: