Hotel Management
Order Description
Module: Hotel Management

How cultural differences impact customer satisfaction and service quality evaluation

Service quality managing is to have customers meeting their expectations for what products and service they purchased, which means to minimize troubles, imperfections, insufficient, barriers or
problems customers could receive from the products or service. To understand customers and their needs and expectations is a key to service quality. Hotel guests are more international nowadays.
What does customer satisfaction mean to the people from different cultural background and what are the service quality attributes to different nationalities are the questions to be found out in
this report.

Key words: customer service, service quality, customer satisfaction, cultural difference, customer driven, assessing quality, measurement/evaluation, continuous quality improvement, quality
strategy plan, implementation.