An Empirical Study On The Factors Influencing Customers' Satisfaction Experience And Expectation On Budget Hotel Keywords: 1.satisfaction 2.experience 3.expectation 4.budget Hotel

.0 Underpinning research question/s

Aim: This research is to investigate the factors influencing customers' satisfaction experience and expectation on budget hotel

Objectives:

(1) To extract the factors might influence customers' satisfaction experience on budget hotel

(2) To extract the factors might influence customers' expectation on budget hotel

(3) To carry out an empirical analysis to test the factors extracted on customers' satisfaction experience on budget hotel

(4) To carry out an empirical analysis to test the factors extracted on customers' expectation on budget hotel

3.0 Indicative contents Page for your dissertation

1. Introduction

2. Literature review

3. Methodology

4. Finding and analysis

5. Conclusion and recommendation

4.0 Recognition of associated theories

Customer Satisfaction (Customer Satisfaction Degree, referred CSD) after consumption of consumer objects and consumption of a personality and subjective emotional response to customer, customer satisfaction is the level of quantitative indicators. It can be understood as customer acceptance of products and services, comparability actually feel their expectations. For businesses, CSD may be used to determine the level of quality of products and services, find areas for improvement. Fornell, Liu Jinlan noted that CSD has two different concepts, namely customer satisfaction and cumulative satisfaction of a particular transaction. Customer satisfaction index (Customer Satisfaction Index, referred to as CSI) is a new measure of macroeconomic indicators in recent years, some developed countries and regions in the world are actively used in research and is used to measure a major customer for the product or service satisfaction level of quality indicators (Lin, 2014). A logical model econometric Fornell summarized the results of customer satisfaction theory, proposed by the customer expectations, perceived after the purchase, the purchase price and other factors thereof. This model of the CSD math methods and customers to buy goods or services of psychological perception combined using the least squares method for solving partial differential derived index is CSI. CSI presented theoretical breakthrough in customer satisfaction can only be used to restrict qualitative research.

CSI is the difference between CSD and CSD measures the level of customer satisfaction directly to certain brands, while CSI is a comprehensive index of all types and at all levels representative of customer satisfaction, reflecting the customer a product or service to meet the extent of their own general attitude. At home and abroad commonly CSI model is as follows.

American Customer Satisfaction Index Model (American Customer Satisfaction Index) is provided in 1994 by the National Quality Research Center University of Michigan School of Business development (Poria, 2011). It is a market-based, is a measure of business, industry, economic sectors and methods of national economic performance. The model based on the model created by the SCSB Fornell, Johnson, Anderson et al., Specifically Figure 2-6.

The model consists of six structural variables. Overall satisfaction desired by the customer, three factors determine perceived quality and perceived value. ACSI model innovations than SBSC model is the addition of a latent variable - perceived quality. If you remove the perceived quality and its associated path, ACSI model can be reduced to almost SCSB model.

ACSI model followed SCSB perceived value model measured the perceived value of the two observed variables: at a given price and perceived quality of a given quality perception of prices.

ACSI model refers to the perceived quality and consumer customers who bought a product or service after the actual perception of the level of quality, including customization (customization of products and services to meet the quality or extent of customer needs), overall reliability and quality evaluation of three observed variables. By observing these three variables can clearly know the customer and reliability in determining customer perceived quality in the different roles played. Also focusing on the quality of the perceived quality of the evaluation factors, the perceived value of the emphasis on the price factor evaluated by comparing their effects on CSI can more clearly distinguish the main contributor of CSI.

The European Customer Satisfaction Index Model (European Customer Satisfaction Index, referred ECSI) was first publi