Study of customer expectation in relation with target market of city hotel; case study X" hotel in Bandung"

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Study of customer expectation in relation with target market of city hotel; case study X" hotel in Bandung"

Brunner, Ni Putu Diah Tantri - Personal Name; Zainal, Munawaroh - Personal Name;

To get the goal in hospitality industry especially in service industry like hotel, the management of the hotel must pay attention to customer expectation. Facility, service and staff performance is the importance parts that can be influence a customer expectation. This thesis aimed to know about customer expectation for city hotel located in Bandung in several sections such as: hotel facilities, hotel service and staff performance. The tools to analyze the hypothesis are using Importance Performance Matrix, Correlation and Independence of Two Factors. The conclusion in this thesis indicates weak correlation between customer expectation and target market in area age, gender and occupation.

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B00777 (wh) Available

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Series Title: -
Call Number: 777
Publisher: : Swiss German University., 2010
Collation: -
Language: English
ISBN/ISSN: -
Classification: NONE
Content Type: -
Media Type: -
Carrier Type: -
Edition: -
Subject(s): HTM
Specific Detail Info: -
Statement of Responsibility: -

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