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Article
Customer Satisfaction and Its Measurement in Hospitality Enterprises: A Revisit and Update
Rosen Faculty Scholarship and Creative Works
  • Abraham Pizam, University of Central Florida
  • Valeriya Shapoval, University of Central Florida
  • Tayloer Ellis, University of Central Florida
Keywords
  • Tourism, Service quality, Customer satisfaction, Hospitality, Online surveys, Measurement scales
Abstract
Purpose: This paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. This paper is a revision and update of an article previously published by Pizam and Ellis (1999) on customer satisfaction measurements. Design/methodology/approach: The most recent research on customer satisfaction measurements and scales is summarized and presented in the paper. Findings: Following a discussion on the dimensions and attributes of satisfaction, the main methods of measuring satisfaction are listed, and cross-cultural issues that affect satisfaction are reviewed. Finally, the paper concludes with a comprehensive review of the current online tools and techniques available for measuring customer satisfaction. Research limitations/implications: This summary gives a good overview to researchers who require a comprehensive review of the available research measurements and scales for customer satisfaction. Originality/value: For the past decade, a considerable amount of research has been conducted in customer satisfaction. Finding the appropriate measurements and scales for customer satisfaction can be time-consuming and confusing. This paper provides a comprehensive overview of the best-known measurements and scales in customer satisfaction research. The paper also provides innovative online tools and techniques available for research.
Publication Date
6-13-2015
DOI
10.1108/IJCHM-04-2015-0167
Number of Pages
p. 2-35
Document Type
Paper
Language
English
Source Title
International Journal of Contemporary Hospitality Management
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
Citation Information
Abraham Pizam , Valeriya Shapoval , Taylor Ellis , (2016) "Customer satisfaction and its measurement in hospitality enterprises: a revisit and update", International Journal of Contemporary Hospitality Management, 28(1), pp.2 - 35