A Study On Customer Satisfaction In Hotel Indusatry

568 words - 3 pages

Service Questionnaire
Dear respondent:
The following questionnaire conducts a study of customer satisfaction and retention in the hospitality industry in China. And all the information gathered from you will be treated confidentially. Lastly, thanks for spending your time on filling this survey.

Part 1: Demographics

Types of customer:
1. What is your age group?
21-30 years old
31-40 years old
41-50 years old
51 years old above

2. What is your gender?

3. What is your education level?
High school
Master or above

4. What is your occupation?

5. What is your monthly income?
Below S$1,000
S$1,000 – S$1,999
S$2,000 – S$2,999
S$3,000 – S$3,999
S$4,000 – S$4,999
S$5,000 above

6. What is your ...view middle of the document...

Which factor will you consider first?

12. You realize the hotel through

13. How do you book a hotel usually?
Travel agency
Hotel front-office

14. What is the reason behind your visit or short stay in a hotel?
Business trips
Recreation facilities

15. Do you prefer that the hotel is near to your destination?
Yes, absolutely.
Not really care.

Part 2: Customer satisfaction about different factors
Please pick a number from 1-5 which indicates the extent of satisfaction or dissatisfaction of the hotel you have checked in. (1. Very dissatisfied 5.Very satisfied)

1. Waiting time in line at check-in 1 2 3 4 5
2. Quality and variety of foods 1 2 3 4 5
3. Quality of services 1 2 3 4 5
4. The facilities in the hotel 1 2 3 4 5
5. Price of the hotel 1 2 3 4 5
6. Traffics surround the hotel 1 2 3 4 5
7. Surrounding environment 1 2 3 4 5
8. Kindness of the reception 1 2 3 4 5
9. Time consumption while providing services 1 2 3 4 5
10. Decoration of the rooms 1 2 3 4 5
11. Entertainment facilities around the hotel 1 2 3 4 5
Overall satisfaction of the hotel
1. Excellent 2. Good 3.Average 4.below average 5.Poor

Part 3: Customer loyalty
1. Are you still willing to book that hotel? (1. Sure, I will definitely book this hotel next time. And 5. No, I will never ever not book this hotel in my life time. )
1 2 3 4 5
2. Will you introduce this hotel to your friends or family members when they go trip? (1. Strongly agree 5 strongly disagree )
1 2 3 4 5

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