期刊名称：International Journal of Econometrics and Financial Management
印刷版ISSN：2374-2011
电子版ISSN：2374-2038
出版年度：2016
卷号：4
期号：2
页码：39-47
DOI：10.12691/ijefm-4-2-2
出版社：Science and Education Publishing
摘要：Today, we live in a world where the development of the country is partly dependent on the building of hotels. Hence, this is considered as a very important factor. The purpose of this study is to investigate the concept of client contentment in the hotel sector. In carrying out this study, the Mariador Palace was selected, and a study was conducted on 200 clients of this company. They were interviewed to answer a questionnaire which was used as a sample for the client contentment. In addition, some investigation method was used. From the results of this study, we have found that adopting client contentment concept in the Mariador palace Hotel will be a positive contribution in achieving objectives, getting client’s acquisition, maintaining retention, and decreasing client’s loss. This study recommends that the Mariador palace hotel should be based more on the development of the nature of their services, treatment of customer’s complaints, and obtaining feedback from clients who are loyal in patronizing the hotel. Thus, this is with the view of improving the quality of their service delivery again.
关键词：investigation; client contentment; nature of service; hotel sector; client loyalty
