KEYS FACTORS INFLUENCING CUSTOMER SATISFACTION TOWARDS LUXURY HOTELS IN KUNMING CITY CHINA

Abstract

The research aims to applied mix method to explore the main factors that affect positively customer satisfaction in the hospitality industry. The research method used in this study were the quantitative and qualitative method. The data from in-depth interviews are analyzed through various steps involving the content analysis. For quantitative method, data collections were carried out by distributed online questionnaires among hotel customers in the luxury hotels to collect primary data. The analysis shows that none of the demographic factors (gender, age, education level, work/employment status, marital status, and monthly income) have a significant influence on customer satisfaction towards luxury hotels in Kunming. And the hypothesis testing results indicate that tangibility, responsiveness, assurance, and empathy significantly influence customer satisfaction towards luxury hotels in Kunming. However, reliability does not have a significant impact on customer satisfaction.