文章基本信息

标题：Adapting the Customer Satisfaction Index to the Lodging Industry: Foreign Customers' Evaluations
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作者：Kim, Dong Jin ; Kim, Woo Gon ; Way, Kelly A. 等
期刊名称：Hospitality Review
印刷版ISSN：0739-7011
出版年度：2010
卷号：27
期号：1
页码：2
出版社：Florida International University
摘要：As a standard form of measuring customer satisfaction, the Customer Satisfaction Index (CSI) has been utilized in many countries. By using the Korean Customer Satisfaction Index (KCSI) methodology, this study attempted to investigate foreign customers’ evaluations of luxury hotels in Seoul, South Korea. In doing so, some efforts were made to overcome the methodological problems associated with the KCSI for the lodging industry. Data for this study were collected through a mall intercept survey using a self-administered questionnaire. Precisely 783 responses, collected solely from foreign guests who had stayed at a luxury hotel in Seoul, were included in the study.
关键词：customer satisfaction; lodging; hotel; Korea; Seoul; KCSI