A CASE STUDY OF THE IMPACT FACTORS OF CUSTOMER SATISFACTION IN FRONT DESK SERVICES AT GAODUAN HOTEL
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Abstract
In the competitive landscape of China's hospitality industry, high-end hotels must continually enhance the quality of their services to meet and exceed customer expectations. At Gaoduan Hotel, a pressing issue has been a rising number of customer complaints regarding the inconsistency in front desk service quality. Guests have reported delays in check-in processes, lack of personalized attention, and occasionally, erroneous billing. The objectives of this study were: 1) To examine the relationship between employee training quality and customer satisfaction at the front desk of Gaoduan Hotel. 2) To examine the relationship between workplace environment quality and customer satisfaction at the front desk of Gaoduan Hotel.
This study used a quantitative research design based on service quality theory to investigate the impact of training quality and work environment quality of high-end hotel employees on customer satisfaction. This study used the data collection method of survey questionnaires, distributed a total of 500 questionnaires, collected 450, and had 400 valid questionnaires. This study found that: 1) Comprehensive and effective training plays in empowering hotel staff to meet and exceed guest expectations. 2) An investment in creating a supportive and aesthetically pleasing environment is crucial for enhancing the overall guest experience. Based on these findings, two main strategies were proposed to address the identified issues and to leverage the opportunities for enhancing customer satisfaction. Firstly, the hotel is encouraged to develop and implement a robust employee training program that emphasizes both skill enhancement and personal development. Secondly, it is recommended that the Gaoduan Hotel invests in improving the quality of the workplace environment.
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