Relationship between SQ, CS, CL

Hello! I am a student from BA (Hons) Business Administration and Management degree program of scope, City University of Hong Kong. I would like to invite you to participate in my research study which aims to collect the data to complete my dissertation about service quality, customer satisfaction and customer loyalty and their relation in Hong Kong hotel industry. This survey will take you about only 10 minutes for completion. The information collected will keep it as a private and confidential and it is just only for academic purposes. Please kindly complete this survey based on your own experience. Thank you very much.

Hello! I am a student from the BA (Hons) Business Administration program at City University of Hong Kong SCOPE. I would like to invite you to participate in my research study, which aims to collect data to complete my dissertation regarding service quality, customer satisfaction and customer loyalty and their relationship in the hotel industry in Hong Kong. This survey will take about10 minutes to complete. Your personal privacy will be kept confidential and stored in all published and written data analysis results for research. Please fill out according to your own experiences. Thank you very much.

Questionnaire results are publicly available

Age 年齡 Are you in the age range of 20-30 years old? 請問您是不是在20歲至30歲這個年齡層? ✪

Have you ever used any service in the Hong Kong hotel industry? ✪

Gender

If you tick NO of the above two questions, this is the end of the survey. Thanks for your time and assistance. If you answered NO to the above two questions. Thank you for your participation and time. If you tick YES of the above two questions, please proceed to next part. If you answered YES to the above two questions. Please continue filling out.

Education Level

Income per month

Times of using any hotel service per year

1. The Hong Kong hotel industry should have the latest equipment and technology.

Service Quality

2. The physical facilities of the hotel industry in Hong Kong are visually appealing.

Service Quality

3. Rooms should be clean. Rooms should be kept clean.

Service Quality Service Quality

4. Food should be attractive. Food should be attractive.

Service Quality Service Quality

5. The room should be quiet. The room is quiet.

Service Quality Service Quality

6. Food should be delivered by a certain time. Food should be delivered at the specified time.

Service Quality Service Quality

7. When the staff of the institutions promises to do something by a certain time, they should do it. When employees promise to do certain things, they can all accomplish it.

Service Quality

8. The Hong Kong hotel industry can keep customers' records accurate.

Service Quality

9. Charges are accurate. Charges are accurate.

Service Quality Service Quality

10. When the staff promises to perform certain services, they should provide them. When employees promise to provide certain services, they should be able to provide them to customers.

Service Quality

11. The customer should expect prompt service from employees when the customers need them. Customers can expect employees to provide quick service.

Service Quality

12. The customer who comes to the hotel should expect prompt service from employees of the hotel for the admission operation. Guests should be able to expect timely service from the hotel’s admission staff upon arrival.

Service Quality

13. Employees of the hotel should always be willing to help their customers.

Service Quality

14. Employees of the hotel should explain customer’s question appropriately about any procedure. Hotel staff should appropriately explain customers' questions about any procedures.

Service Quality

15. Keeping customer informed about when services will be performed. Keeping customers informed about when services are performed.

Service Quality Service Quality

16. Employees can instill confidence in customers. Employees who can instill confidence in customers.

Service Quality Service Quality

17. Employees are consistently. Employees can always be consistent.

Service Quality Service Quality

18. Employees have the knowledge to answer customer questions. Employees have the knowledge to answer customer questions.

Service Quality Service Quality

19. Making customers feel safe in their transactions. Let customers feel safe in their transactions.

Service Quality Service Quality

20. Convenient business hours.

Service Quality

21. Giving customers personal attention. Providing personal attention to customers.

Service Quality Service Quality

22. Employees can understand the customer’s needs. Employees who understand the customer's needs.

Service Quality Service Quality

23. Having the customer’s best interest at heart. Having the customer's best interest at heart.

Service Quality Service Quality

24. I am satisfied with the service recovery process. I am very satisfied with the service recovery process.

Customer Satisfaction Customer Satisfaction

25. I am satisfied with the service response system. I am very satisfied with the service response system.

Customer Satisfaction Customer Satisfaction

26. Employees are willing to listen to the customer. Employees are willing to listen to the customer's voice.

Customer Satisfaction

27. Employees understand customer needs. Employees understand customer needs.

Customer Satisfaction Customer Satisfaction

28. Prices are acceptable compared to other companies like Refuge quarter. The prices are relatively easy to accept compared to other industries (for example: bed and breakfast).

Customer Satisfaction

29. Prices are acceptable compared to expected prices.

Customer Satisfaction

30. I am satisfied with the value worthy of the price. I am satisfied with this value.

Customer Satisfaction

31. I am satisfied with the special discounts. I am satisfied with the special discounts.

Customer Satisfaction Customer Satisfaction

32. Overall, Hong Kong hotel industry image is good. Overall, the image of the hotel industry in Hong Kong is still not bad.

Customer Satisfaction

33. The image of the Hong Kong hotel industry compared to other companies (e.g., guesthouses) is good.

Customer Satisfaction

34. The Hong Kong hotel industry has a good reputation.

Customer Satisfaction

35. I received more benefit than I expected. I received more benefits than I expected.

Customer Satisfaction Customer Satisfaction

36. Overall, I am satisfied with Hong Kong hotel industry. Overall, I am satisfied with the Hong Kong hotel industry.

Customer Satisfaction

37. There are fast and efficient services. There are fast and efficient services.

Customer Satisfaction Customer Satisfaction

38. Staffs knowledge and experience are enough. The employees' knowledge and experience are sufficient.

Customer Satisfaction

39. I find Hong Kong hotel industry is very reliable. I think the hotel industry in Hong Kong is very reliable.

Customer Loyalty

40. The Hong Kong hotel industry is of high quality.

Customer Loyalty

41. Hong Kong hotel industry is very reliable.

Customer Loyalty

42. As long as I travel to Hong Kong hotel industry, I do not foresee myself switching to other companies. As long as I travel to Hong Kong hotel industry, I do not foresee myself switching to other companies.

Customer Loyalty

43. I will not have resubscription intention. I will not have the intention to re-subscribe.

Customer Loyalty

44. Although there are other companies (Example: guest houses) that provide places to stay, I still like supporting the Hong Kong hotel industry.

Customer Loyalty

45. I am certain the service I receive from Hong Kong hotel industry will be consistent from visit to visit. I am confident that the service I receive from the Hong Kong hotel industry is worth my repeated visits.

Customer Loyalty

46. If the hotel were to raise the price of my stay, I would still continue to be a guest of the hotel. If the hotel raises the price of my accommodation, I will still continue to patronize.

Customer Loyalty

47. If a competing company were to offer a better rate or discount on their services I would not switch also. If competitors offer better services and lower prices, I still would not switch.

Customer Loyalty

48. I consider myself to be a loyal guest of Hong Kong hotel industry. I believe I am a loyal guest of the Hong Kong hotel industry.

Customer Loyalty

49. In the near future, I intend to use Hong Kong hotel industry more often. In the near future, I plan to use the Hong Kong hotel industry more frequently.

Customer Loyalty

50. I would highly recommend the Hong Kong hotel industry to my friends and family.

Customer Loyalty

51. I will come to Hong Kong hotel industry again and again. I will continue to patronize the Hong Kong hotel industry.

Customer Loyalty