Chinese customers’ satisfaction with hotels in Hong Kong: determinants and moderating role of Chinese populations
Witnessing the growing demand of hotel accommodation by Chinese tourists, many hoteliers wager their business growth on the Chinese outbound markets. Satisfying Chinese customers becomes a top priority mission of many hotel managers nowadays. In response to this market trend, an extensive range...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2013
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| Subjects: | |
| Online Access: | http://eprints.usm.my/34994/ http://eprints.usm.my/34994/1/HBP26.pdf |
| _version_ | 1848877499657748480 |
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| author | Hoc-Nang Fong , Lawrence Chau-Min Poon, Priscilla Suk- Fong Fung, Daisy |
| author_facet | Hoc-Nang Fong , Lawrence Chau-Min Poon, Priscilla Suk- Fong Fung, Daisy |
| author_sort | Hoc-Nang Fong , Lawrence |
| building | USM Institutional Repository |
| collection | Online Access |
| description | Witnessing the growing demand of hotel accommodation by Chinese tourists,
many hoteliers wager their business growth on the Chinese outbound
markets. Satisfying Chinese customers becomes a top priority mission of
many hotel managers nowadays. In response to this market trend, an
extensive range of studies on determinants of customer satisfaction have
emerged in recent years. However, little scholarly attention fell into the
prioritization of the determinants. Additionally, while comparative research
on customer satisfaction was not scant, most of them compared tourist
segments characterized with divergent geographical and cultural profiles.
Little comparison was made between tourist segments comprising with
people originated from different regions of a nation, in particular in the
formation of satisfaction. The current study attempts to fill in these research
gaps. Drawing on the findings from a survey with 152 Chinese tourists
visiting Hong Kong, this study confirms that perceived performance of the
hotel is the most important determinant of customer satisfaction, followed by
perceived value and customer expectation. The impact of the determinants on
customer satisfaction was stronger among Mainland Chinese than
Taiwanese/Macanese, which indicates that Taiwanese/Macanese customers
were more demanding and more difficult to be pleased than the Mainland
Chinese counterparts. Hoteliers are recommended to customize their service
as according to the places of origin of their Chinese customers. |
| first_indexed | 2025-11-15T17:16:25Z |
| format | Conference or Workshop Item |
| id | usm-34994 |
| institution | Universiti Sains Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T17:16:25Z |
| publishDate | 2013 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | usm-349942017-06-08T04:02:32Z http://eprints.usm.my/34994/ Chinese customers’ satisfaction with hotels in Hong Kong: determinants and moderating role of Chinese populations Hoc-Nang Fong , Lawrence Chau-Min Poon, Priscilla Suk- Fong Fung, Daisy TH1-9745 Building construction Witnessing the growing demand of hotel accommodation by Chinese tourists, many hoteliers wager their business growth on the Chinese outbound markets. Satisfying Chinese customers becomes a top priority mission of many hotel managers nowadays. In response to this market trend, an extensive range of studies on determinants of customer satisfaction have emerged in recent years. However, little scholarly attention fell into the prioritization of the determinants. Additionally, while comparative research on customer satisfaction was not scant, most of them compared tourist segments characterized with divergent geographical and cultural profiles. Little comparison was made between tourist segments comprising with people originated from different regions of a nation, in particular in the formation of satisfaction. The current study attempts to fill in these research gaps. Drawing on the findings from a survey with 152 Chinese tourists visiting Hong Kong, this study confirms that perceived performance of the hotel is the most important determinant of customer satisfaction, followed by perceived value and customer expectation. The impact of the determinants on customer satisfaction was stronger among Mainland Chinese than Taiwanese/Macanese, which indicates that Taiwanese/Macanese customers were more demanding and more difficult to be pleased than the Mainland Chinese counterparts. Hoteliers are recommended to customize their service as according to the places of origin of their Chinese customers. 2013-02 Conference or Workshop Item PeerReviewed application/pdf en http://eprints.usm.my/34994/1/HBP26.pdf Hoc-Nang Fong , Lawrence and Chau-Min Poon, Priscilla and Suk- Fong Fung, Daisy (2013) Chinese customers’ satisfaction with hotels in Hong Kong: determinants and moderating role of Chinese populations. In: International Conference on Tourism Development: Building The Future Of Tourism, 4 - 5 February 2013, Pulau Pinang, Malaysia. |
| spellingShingle | TH1-9745 Building construction Hoc-Nang Fong , Lawrence Chau-Min Poon, Priscilla Suk- Fong Fung, Daisy Chinese customers’ satisfaction with hotels in Hong Kong: determinants and moderating role of Chinese populations |
| title | Chinese customers’ satisfaction with hotels in Hong Kong: determinants and moderating role of Chinese populations |
| title_full | Chinese customers’ satisfaction with hotels in Hong Kong: determinants and moderating role of Chinese populations |
| title_fullStr | Chinese customers’ satisfaction with hotels in Hong Kong: determinants and moderating role of Chinese populations |
| title_full_unstemmed | Chinese customers’ satisfaction with hotels in Hong Kong: determinants and moderating role of Chinese populations |
| title_short | Chinese customers’ satisfaction with hotels in Hong Kong: determinants and moderating role of Chinese populations |
| title_sort | chinese customers’ satisfaction with hotels in hong kong: determinants and moderating role of chinese populations |
| topic | TH1-9745 Building construction |
| url | http://eprints.usm.my/34994/ http://eprints.usm.my/34994/1/HBP26.pdf |