Abstract
Customer satisfaction is a measure of how well a company’s products, services, and overall customer experience meet customer expectations. Customer satisfaction in service industry is regarded as a major factor to sustain competitive advantage. The purpose of this study is to explore the characteristics and quality dimensions of online accommodation platforms and propose instruments to measure an online accommodation platform customer’s satisfaction.
Presenters
Susita CarrollAssociate Professor of Management, Management, Marketing and MIS, Winston Salem State University, North Carolina, United States
Details
Presentation Type
Paper Presentation in a Themed Session
Theme
Changing Dimensions of Contemporary Tourism
KEYWORDS
SERVICE MANAGEMENT, CUSTOMER SATISFACTION
