Perceived Value and Customers Satisfaction in Hotel Industry: A Systematic Conceptual Model

DOI

10.2991/icse-15.2016.10How to use a DOI?

Keywords

customer satisfaction; hotel industry; perceived value.

Abstract

The hospitality industry is a service industry that is engaged in the provision of accommodation and lodging. The increasing number of businesses in the hospitality led to business competition between companies is getting tougher, so the management should concentrate on retaining existing customers by implementing effective policies of satisfaction and customer value. A management approach focused on value customers can improve customer satisfaction, thereby enhancing the positive image of the hotel and the intensity of a customer revisit intention. The purpose of this paper is to propose a conceptual model for a new perspective on customer satisfaction and customer value as well as the dimensions that influence them. A qualitative approach used in this research by organizing the flow of synthesis of previous research studies and key individuals within it. This study provides a comprehensive framework for future studies to the dimensions of satisfaction and customer value.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Bachrudin Saleh Luturlaen
PY  - 2016/04
DA  - 2016/04
TI  - Perceived Value and Customers Satisfaction in Hotel Industry: A Systematic Conceptual Model
BT  - Proceedings of the 1st UPI International Conference on Sociology Education (UPI ICSE 2015)
PB  - Atlantis Press
SP  - 43
EP  - 47
SN  - 2352-5398
UR  - https://doi.org/10.2991/icse-15.2016.10
DO  - 10.2991/icse-15.2016.10
ID  - Luturlaen2016/04
ER  -