A study of Japanese guests' satisfaction with hotel attributes and performance in Taiwan

The objective of this study is to investigate the relationship between hotel performance and guest's satisfaction using the evaluative congruity theory framework; The findings indicate that the guest's satisfaction of hotel services is a positive function of the functional evaluative congruity between a guest's expectation of hotel attributes and perceived performance outcome. More specifically, the level of satisfaction is the highest among those individuals who have lower expectations but positive perceptions of performance, followed by individuals who have higher expectations and higher perceptions of performance. Those who have lower expectations and lower perceptions of performance, and those with higher expectations and lower perceptions of performance report less and less satisfaction; This study contributes to the hospitality marketing by introducing a model of guest's satisfaction measure and the existing knowledge in consumer behavior by providing empirical findings with regard to the functional congruity model in explaining the Consumer Satisfaction/Dissatisfaction phenomenon.

Name thesis:degree_name

Master of Science (MS)

Level thesis:degree_level

Thesis

Discipline thesis:degree_discipline

Hotel Administration

Grantor dc:publisher

University of Nevada, Las Vegas

Year

1992

Author dc:creator

• Lee, Chih-Lin

Statement dc:rights

• IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

Language dc:language

English

Identifier

https://oasis.library.unlv.edu/rtds/239

OAI identifier oai:identifier

oai:oasis.library.unlv.edu:rtds-1238