Measuring tourist satisfaction with the quality of hotel services using the CSM index Case Study: ShirazJournal: Journal of Urban Tourism (Vol.1, No. 1)
Publication Date: 2015-01-15
Authors : کرامت اله زیاری; امیر اشنویی; محمد مولایی قلیچی;
Page : 1-15
Keywords : رضایتمندی; کلانشهر شیراز; کیفیت خدمات; گردشگران; هتل;
Important indicators in the evaluation of tourism development, infrastructure capacity and quality of the hotel. Normally, capacity and quality hotel facilities with both domestic and international tourism growth are directly linked. In this context, the aim of the present study was to investigate the status of a city hotel for the good service to the users of its services in 7 includes transport and accessibility index, collision, and know-how the hotel staff to, site of the area around the hotel, local facilities and services, the quality of the hotel food, education, security and trust. For this purpose, questionnaires of satisfaction with the quality of tourist services in the hotel industry were prepared using standard statistical methods. Analytical methods and the type of application - development and methods of data collection and survey were conducted in two forms. Population of the study, domestic tourists all 30 hotels in Shiraz in 1390 and by the form of the formula Cochran sampling, sample size was 360 people. Data were analyzed using SPSS software and analyzed CSM index. The results show that although targeted seven dimensions studied, slightly higher than the average, but to achieve the expected performance (on 100) apart. Assess the importance of perception in the minds of tourists indicates that the area around the hotel and most important for tourists (65.5 %). The second important variable quality of the tourists feeding (61.8 %).
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