Exploring Customer Satisfaction in the Chinese Hotel and Resort Market - Research Paper Example

The main concept focused upon in this research was a determination of how customer service related to overall customer satisfaction during a stay at one of China’s numerous resorts throughout the country. To better understand the relationship between these two variables, an in-depth analysis was conducted, via the use of an informative questionnaire, that concentrated on several key aspects of the hospitality and tourism industry, but specifically linked to customer service benchmarks. The reader will discover feedback summaries from the participants in this study via clearly defined graphs, conducted in an effort to better understand the impact that positive customer service has on customer satisfaction, and how this related to overall market segmentation within the Chinese tourism market.

The results of the survey, coupled with the information displayed in the literature review, demonstrate how important of a role that customer service plays when it comes to satisfying customers staying at Chinese resorts throughout the country."I hereby declare that this thesis has been composed by myself and has not been presented or accepted in any previous application for a degree. The work, of which this is a record, has been carried out by myself unless otherwise stated and where the work is mine, it reflects personal views and values.

All quotations have been distinguished by quotation marks and all sources of information have been acknowledged by means of references including those of the Internet. I agree that the University has the right to submit my work to the plagiarism detection sources for originality checks."First of all, I would like to express my sincere gratitude to my supervisor Mr. Marco Ciraulo, for his patient guidance and useful feedback on my dissertation project.