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dc.contributor.advisorHarkison, Tracy
dc.contributor.advisorWilliamson, David
dc.contributor.authorLi, Jiaxin
dc.date.accessioned2020-09-16T01:39:31Z
dc.date.available2020-09-16T01:39:31Z
dc.date.copyright2020
dc.identifier.urihttp://hdl.handle.net/10292/13663
dc.description.abstractCustomer satisfaction and dissatisfaction in the hospitality sector has been discussed by many researchers (Berezina et al., 2016; Padma & Ahn, 2020; Xu & Li, 2016). Previous studies have paid more attention to customer satisfaction and dissatisfaction in luxury hotels and budget hotels. However, according to New Zealand Trade & Enterprise (2016), the middle scale 3-star hotel is an important sector in the New Zealand hospitality industry. This dissertation, therefore, aims to study the main factors influencing customer satisfaction and dissatisfaction in 3-star hotels in Auckland, New Zealand. The interpretivist paradigm guided this study and a qualitative methodology was applied. The method of data analysis was thematic analysis. Data on seven 3-star hotels in Auckland was collected. TripAdvisor online customer reviews were applied as the database in this study. 74 customer satisfaction reviews and 52 customer dissatisfaction reviews were posted on TripAdvisor between 2013 to 2020, during the summer peak months in New Zealand. The main factors affecting customer satisfaction in Auckland’s 3-star hotels were location, room cleanliness and room facilities. Failure to meet customer expectations regarding room facilities and cleanliness are the main factors leading to customer dissatisfaction. Poor staff performance was also an important element that caused customer dissatisfaction in 3-star hotels. The findings of this study are of benefit to hoteliers in 3-star hotels, as these findings could provide suggestions in terms of how to increase customer satisfaction and decrease dissatisfaction. The findings of this study could also contribute towards understanding customer satisfaction and dissatisfaction in the current field of academic research on 3-star hotels.en_NZ
dc.language.isoenen_NZ
dc.publisherAuckland University of Technology
dc.subjectCustomer satisfactionen_NZ
dc.subjectCustomer dissatisfactionen_NZ
dc.subject3-star hotelen_NZ
dc.subjectIn Aucklanden_NZ
dc.subjectTripAdvisoren_NZ
dc.titleA Study of Customer Satisfaction and Dissatisfaction in 3-star Hotels in Auckland, New Zealanden_NZ
dc.typeDissertationen_NZ
thesis.degree.grantorAuckland University of Technology
thesis.degree.levelMasters Dissertations
thesis.degree.nameMaster of International Hospitality Managementen_NZ
dc.rights.accessrightsOpenAccess
dc.date.updated2020-09-15T08:50:35Z


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