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Friday, 6 July 2012

1.4.2 External expectations


      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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