MEASURING CUSTOMER SATISFACTION AMONG SERVICED APARTMENT GUESTS

Abstract

The serviced apartment industry in Singapore is moving into more mature and competitive market conditions. With a limitation on the level to which a serviced apartment can compete in terms of product augmentation as well as price, an increasingly salient topic to look into is the maintenance and improvement of customer satisfaction and resultant loyalty through monitoring service quality. This study focuses on exploring the different attributes of a serviced apartment and identifying the dimensions of customer satisfaction. It is also part of the objectives of this study to investigate the relative importance of different performance areas of a serviced apartment on overall satisfaction. Through an analysis of the information received from a survey of serviced apartment guests, it was discovered that serviced apartment customers evaluate satisfaction along 6 dimensions, namely trustworthiness, interpersonal skills, comfort, aesthetics, value-added services and availability of products. It was also discovered that, in general, the manner in which service providers treat their guests has a major role in influencing customer satisfaction among serviced apartment guests. In comparison, the more tangible aspects of a serviced apartment have less influence on customer satisfaction.