Concrete Strategic Planning in Service Quality for Resort Hotel - Vivo BENE Village Attracting Chinese Customers
The objective of the article is to help the resort hotel find out what service quality should be provided to attract Chinese customer. In the article, the user-generated content analysis and SERVQUA model are combined together to study the key service quality attributes and the relevant knowledge. The output of the research is building a strategic planning in service quality. The research result can provide guidelines for the good performance of resort hotel and assist in wining customer satisfaction.
Key words - SERVQUAL, User-generated content analysis, customer satisfaction, resort hotel, strategic planning