Factors Affecting Consumer Satisfaction of Fontaine Blanche Hotel’s Customers in Chenggong District of Kun Ming City in China

Abstract

The purpose of this paper was to examine the independent factors positively impacting on customers satisfaction to use the services at the Fontaine Blanche Hotel in Chenggong District of Kun Ming City in China. Those independent factors were tangible, reliability, responsiveness, empathy, core benefit, and engagement of Fontaine Blanche Hotel. The samples were collected from 221 respondents who had stayed at Fontaine Blanche Hotel in Chenggong District, Kun Ming, China for a long time or at least 1-2 days. Most respondents were single men at the age between 18-25 with bachelor’s degree level. Besides, most of them were working in private companies and earning fewer than 15,000 baht per month during participation. Most of the respondents spent less than 2,000 baht at the hotel and were frequent buyers. The researcher found that engagement (β=0.645) and reliability (β=0.254) accounted for 72.8% positively impacting customer satisfaction to use the services at Fontaine Blanche Hotel in Chenggong with statistical significance at .01.