A Study of Customer-satisfaction Attribute Matrix in the Lodging Industry: a Comparison of Japanese, American, and Mainland Chinese Travelers

The six hotel attributes factors identified were: Room Quality, Public Facilities, Service Quality, Name/Reputation, Reception Service and Overall Efficiency. The IPA grids illustrated that the Room Quality, Service Quality, and Overall Efficiency Factors fell into the Competitive Strength Quadrant; Public Facilities, Name/Reputation, and Reception Service in the Relative Indifference Quadrant.

Room Quality and Service Quality were found to be the determining factors for Japanese, American and Mainland Chinese travelers in their hotel customer satisfaction. By identifying the needs, desires, and expectations of different segments, Taiwan\'s international tourist hoteliers will be in a better position to develop tailor-made marketing strategies to cater for their target customers and to achieve competitive advantages.