A Study on Revenue Management and Service Quality Management - A Case Study on a Hotel in Honduras

• Main Authors: Candy Hernandez, 何倩琳
• Other Authors: 丁慶榮
• Format: Others
• Language: en_US
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/86713884659903926591

碩士 === 元智大學 === 工業工程與管理學系 === 98 === Revenue management is one of the most profitable tools used by hotel nowadays. One of the most successful practices of revenue management is overbooking. The purpose of this research is to study the overbooking problem that occurs in a specific Hotel in the city of Tegucigalpa, Honduras. Currently they lack of a systematic way to approach this problem. For this reason, it is a concern that customer’s satisfaction might be affected and lead to lower customer’s goodwill and ultimately, to a loss in customer loyalty. The approach taken for this research is first, the design of an overbooking limit model that fits the Hotel’s past records and is appropriate for them. Also, a questionnaire was designed to know customers’ satisfaction towards the hotel and its current overbooking practices. Since this is the first time a research of this kind has been done in this Hotel, all the results obtained could help them for future research. From the overbooking model a policy of best overbooking limit was obtained. As for the customers’ satisfaction it was found that demographic characteristics affect the satisfaction towards check-in, check-out and overall satisfaction. It was found out that check-in, check-out and overall experiences are all positively affect their loyalty. Regarding the overbooking policy, customers with overbooking experience have lower satisfaction rate. These findings could help the hotel managers to carefully modify the revenue management policy.