A study of satisfaction level of Hong Kong tourists with hot springs hotels and resorts in Guangdong, China

Chun Hung Roberts Law, R. Yip

Research output: Journal article publicationJournal articleAcademic research


The research reported here aimed at examining Hong Kong tourists’ level of satisfaction with hot springs hotels and resorts in Guangdong, China. Primary data were collected and service quality and tourist satisfaction levels were measured using the SERVQUAL model. The empirical findings indicate that most tourists are satisfied with the service quality of these hotels and resorts. Among the different dimensions of service quality, empathy receives the highest score. Overall satisfaction receives a score only slightly better than average. The results also reveal significant relationships among customer satisfaction level, loyalty, and recommendation.
Original languageEnglish
JournalHospitality review
Issue number1
Publication statusPublished - 2010

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