The driving force of customer satsifaction in the hospitality industry : application of the Kano model in the hotels in Kathmandu and Lalitpur districts in Nepal | |
| Author | Bajracharya, Saksham |
| Call Number | AIT RSPR no.SM-20- |
| Subject(s) | Customer satifaction Hospitality industry--Nepal--Kathmandu Hospitality industry--Nepal--Lalitpur |
| Note | A research submitted in partial fulfillment of the requirements for the degree of Master of Business Administration |
| Publisher | Asian Institute of Technology |
| Abstract | Starting from the assessment that hotels need to embrace a managerial approach oriented towards customer satisfaction, we adopt the Kano model to identify the relevant drivers of satisfaction of hotel guest in the districts of Kathmandu and Lalitpur in Nepal. This study analyses the customer satisfaction requirements for Nepalese hotels in order to suggest and weigh a set of keys attributes that hotel managers need to consider in order to create an attractive offer. We base our analysis on the data collected through 150 questionnaires submitted to hotel guests of 10 three-star hotels operated in Nepal located in two major cities of Nepal. |
| Year | 2020 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Ransom, Lakeesha K.; |
| Examination Committee(s) | Badir, Yuosre;Zimmermann, Willi; |
| Scholarship Donor(s) | Asian Institute of Technology Fellowship; |
| Degree | Research Studies Project Report (M.BA.) - Asian Institute of Technology, 2020 |