General Manager Perceptions of Guest Satisfaction Measurement Systems in the Hotel Industry

ABSTRACT

This research examined 151 hotel general managers' perceptions of four different guest satisfaction measurement systems in the hotel industry. The results found that general managers had questionable confidence in the output from any of the systems investigated. The general managers felt that all systems present sample size, representative sample and manipulation problems. The general managers had the greatest confidence in third-party mail-out satisfaction systems and preferred these systems in a rank-order response.

Key Words:

• Guest satisfaction measurement systems
• measurement systems
• general managers
• hotel industry