Abstract

BRANCO, Gabriela Musse; RIBEIRO, José Luis Duarte  and  TINOCO, Maria Auxiliadora Cannarozzo. Satisfaction determinants and quality attributes in hotel services. Prod. [online]. 2010, vol.20, n.4, pp. 0-0.  Epub Nov 26, 2010. ISSN 0103-6513.  http://dx.doi.org/10.1590/S0103-65132010005000057.

This paper addresses the identification of quality attributes and the construction of a model to describe the relationship among satisfaction determinants for hotel services. The research was conducted surveying 100 clients of the service under focus. The principal contribution of this study concerns the proposal of a model which details the strength of the relationship among satisfaction determinants and ranks the attributes that influence customer-perceived quality in hotel services. Results can be used by hotel managers to achieve customer satisfaction and improve the company's income. This research complements other studies on quality and customer satisfaction in hotel services.

Keywords : Customer satisfaction; Quality attributes; Hotel services.