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Customer Satisfaction Model: Identify the Determinants of Budget Hotel

Author

Listed:
  • Sara Sarwari

    (Stamford University, Bangladesh)

  • Tanvir Ahmed Minar

    (Stamford University, Bangladesh)

  • Nasrin Shah Naaz

    (Royal Melbourne Institute of Technology (RMIT), Australia)

  • Md Al Amin Hossain

    (Stamford University, Bangladesh)

Abstract

In the service industry, one of the main challenges is to provide customer satisfaction. Though the number of budget hotel in Bangladesh is increasing, but customer satisfaction of these hotels are still ignored. The aim of the study is to identify the determinants that satisfy the customers in these hotels. The research targeted a total of 350 selected respondents from different budget hotels in Bangladesh. The descriptive analyses were conducted by using Amos SPSS 24. Findings reveal that price is the ultimate preference for budget hotels along with products and service quality for satisfying customers. Customers are unconcerned with the services provided by the hotel staff and the location of the hotel as well.

Suggested Citation

  • Sara Sarwari & Tanvir Ahmed Minar & Nasrin Shah Naaz & Md Al Amin Hossain, 2021. "Customer Satisfaction Model: Identify the Determinants of Budget Hotel," International Journal of Tourism and Hospitality Management in the Digital Age (IJTHMDA), IGI Global, vol. 5(1), pages 34-51, January.
    • Handle: RePEc:igg:jthmda:v:5:y:2021:i:1:p:34-51
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