Hospitality guest satisfaction research in Asia Pacific
Scott Keshanech, Bethany Hoffman and Rey Alcocer
This paper will report and compare guest satisfaction data collected from fifteen countries (including Australia, China, French Polynesia, India, Indonesia, Japan, Korea, Malaysia, New Zealand, Pakistan, Papua New Guinea, Philippines, Singapore, Taiwan and Thailand) within the Asia Pacific region for the Six Continents Hotels Asia Pacific Division.
hospitality guest
satisfaction research in asia pacific
Endorsing consistency of service/performance across countries
Ray
Alcocer
Six Continents HotelsBethany Hoffman
Taylor Nelson Sofres Intersearch Travel DivisonScott Keshanech
Taylor Nelson Sofres Intersearch Advanced Methods Division
Background
Six Continents Hotels has been measuring and monitoring
guest satisfaction research within the Asia Pacific region since 1998. All Six
Continents Hotels within the Asia Pacific region, representing the
Crowne
Plaza
, Holiday Inn and Inter-Continental hotel brands, are required to participate in
the Guest Satisfaction Tracking System (GSTS).
Guest satisfaction data is gathered through a random...