Title: Hotel business travellers satisfaction based on service quality: a segmentation approach in inner city five-star hotels

Authors: Irene Kamenidou, Nickolas Balkoulis, Constantinos-Vasilios Priporas

Addresses: Technological Educational Institute of Kavala, Aghios Loukas, 654 04, Kavala, Greece. ' Agioi Anargiroi, Larissa 41500, Greece. ' University of Macedonia, Department of Marketing and Operations Management, 49, Ag. Dimitriou, 58200 Edessa, Greece

Abstract: This article categorises business customers based on their satisfaction with the service quality provided by hotels. Field research was undertaken using a sample of 162 business customers| in two five-star hotels. The research outcomes revealed seven factors that business customers take into account while determining their level of satisfaction and four business customer categories. This study shows the need for improvement in the hotels such as hotel staff training, improvement of facilities and marketing management. Based on this, it recommends steps the hotel business could take to improve their quality of services.

Keywords: customer satisfaction; hotel services; service quality; business travellers; segmentation; marketing; inner city hotels; five-star hotels; quality of service; QoS; staff training; facilities improvement; marketing management.

DOI: 10.1504/IJLTM.2009.026481

International Journal of Leisure and Tourism Marketing, 2009 Vol.1 No.2, pp.152 - 172

Published online: 16 Jun 2009 *

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