1.4.2 External expectations
Ø Location – convenient
Ø Star rating.
The external expectation
of hotels is something that a hotel can’t influence in regular basis such as
the location. (Parasuraman et al., 1988,
pp. 12-40)
These internal
expectation elements are how a hotel be evaluate by a customer. They represent
the Benchmarks for a memorable Quality experience or not, for value of money
they spend. Therefore, it is necessary to any hotel to monitor internal
expectations are been fulfilled or not? Whether the customers are satisfied or
not? Whether they would repurchase or not? Identifying these patterns, link or relationship can create a
great impact on customer loyalty and researcher would try to identify above
mention issues throughout this research.
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