Studies of the satisfaction of hotel services: reflections and statistical study
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Abstract
From the use of the satisfaction index of the clients (Consumer Satisfaction Index) different methodologies has been developed for evaluating the work of hotels. The main interest is considering the attributes and services for establishing how they conform the client’s satisfaction. Due to the nature of the problem, the population is dynamic; in fact, it is very usual that the recollection of the information is equivalent to a census. In many occasions, using samples allows completing the information. Therefore the usual statistical inference is not usable. Only descriptive statistical data analysis is of use and the modern tools may be used for deriving coherent analysis of the data. We consider the possibility that the manager will accept the validity of a certain super population model. Then is justified developing studies using methods as principal components for example.
The discussion is illustrated with data collected in Cuban hotels in 2005.
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