Customer satisfaction and its measurement in hospitality enterprises: a revisit and update
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 11 January 2016
Abstract
Purpose
This paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. This paper is a revision and update of an article previously published by Pizam and Ellis (1999) on customer satisfaction measurements.
Design/methodology/approach
The most recent research on customer satisfaction measurements and scales is summarized and presented in the paper.
Findings
Following a discussion on the dimensions and attributes of satisfaction, the main methods of measuring satisfaction are listed, and cross-cultural issues that affect satisfaction are reviewed. Finally, the paper concludes with a comprehensive review of the current online tools and techniques available for measuring customer satisfaction.
Research limitations/implications
This summary gives a good overview to researchers who require a comprehensive review of the available research measurements and scales for customer satisfaction.
Originality/value
For the past decade, a considerable amount of research has been conducted in customer satisfaction. Finding the appropriate measurements and scales for customer satisfaction can be time-consuming and confusing. This paper provides a comprehensive overview of the best-known measurements and scales in customer satisfaction research. The paper also provides innovative online tools and techniques available for research.
Keywords
Acknowledgements
An earlier version of this article was published by Pizam and Ellis (1999) in the International Journal of Contemporary Hospitality Management (IJCHM). This current version is a revision and update of the authors' previous work on customer satisfaction measurement.
Citation
Pizam, A., Shapoval, V. and Ellis, T. (2016), "Customer satisfaction and its measurement in hospitality enterprises: a revisit and update", International Journal of Contemporary Hospitality Management, Vol. 28 No. 1, pp. 2-35. https://doi.org/10.1108/IJCHM-04-2015-0167
Publisher
:Emerald Group Publishing Limited
Copyright © 2016, Emerald Group Publishing Limited