Kundenzufriedenheit, Dienstleistungsqualität und die Bedeutung einzelner Leistungsparameter: Das Beispiel des Lindner Congress Hotels Cottbus

Eckert Marit, Brusch Michael and Kölling Christian

Zeitschrift für Tourismuswissenschaft, 2011, vol. 3, issue 1, 81-88

Abstract: In this paper, the customer satisfaction and the service quality for the evaluation of a hotel ser-vice offer (at the example of the Lindner Congress Hotel Cottbus) will be analysed. On the one hand, the established SERVQUAL-approach is used and adapted to hotel specific problems. On the other hand, the relevance of individual performance parameters is measured and analysed separately by using their indirect importance. The results verify the general usability of the SERVQUAL-approach and the indirect performance parameters measurement of the as well as the customer satisfaction with respect to the performance parameters of the investigated 4-Star-Hotel.

Keywords: customer satisfaction; SERVQUAL-approach; GAP-Model; indirect measurement of importance; Kundenzufriedenheit; SERVQUAL-Ansatz; GAP-Modell; Indirekte Wichtigkeitsmessung; customer satisfaction; SERVQUAL-approach; GAP-Model; indirect measurement of importance (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:bpj:touwis:v:3:y:2011:i:1:p:81-88:n:8

DOI: 10.1515/tw-2011-0108

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