Starting from the assessment that hotels need to embrace a managerial approach oriented towards customer satisfaction, we adopt the Kano model to identify the relevant drivers of satisfaction of hotels guest in the main cities of Sicily, Italy. This study analyzes the customer satisfaction requirements for Sicilian hotels in order to suggest and weigh a set of key attributes that hotel managers need to consider in order to create an attractive offer. We base our analysis on the qualitative data collected through 600 questionnaires submitted to hotel guests of twenty Sicilian three-star hotels located in city downtowns, in different provinces and locations.

Dominici, G., & Palumbo, F. (2013). The Drivers of Customer Satisfaction in the Hospitality Industry. Applying the Kano Model to Sicilian Hotels. INTERNATIONAL JOURNAL OF LEISURE AND TOURISM MARKETING, 3(3), 215-236.

The Drivers of Customer Satisfaction in the Hospitality Industry. Applying the Kano Model to Sicilian Hotels

DOMINICI, Gandolfo;
2013

Abstract

Starting from the assessment that hotels need to embrace a managerial approach oriented towards customer satisfaction, we adopt the Kano model to identify the relevant drivers of satisfaction of hotels guest in the main cities of Sicily, Italy. This study analyzes the customer satisfaction requirements for Sicilian hotels in order to suggest and weigh a set of key attributes that hotel managers need to consider in order to create an attractive offer. We base our analysis on the qualitative data collected through 600 questionnaires submitted to hotel guests of twenty Sicilian three-star hotels located in city downtowns, in different provinces and locations.
Settore SECS-P/08 - Economia E Gestione Delle Imprese
Dominici, G., & Palumbo, F. (2013). The Drivers of Customer Satisfaction in the Hospitality Industry. Applying the Kano Model to Sicilian Hotels. INTERNATIONAL JOURNAL OF LEISURE AND TOURISM MARKETING, 3(3), 215-236.
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/10447/79715
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