African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 3976

Full Length Research Paper

The role of service attributes in customer satisfaction: An analysis of classified hotels in Cameroon

Nkene Ndeme Richard
  • Nkene Ndeme Richard
  • Department of Marketing and Management, University of Yaounde II, Soa, Cameroon, Cameroon.
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Nkiendem Felix
  • Nkiendem Felix
  • Department of Marketing and Organisation, University of Dschang, Dschang, Cameroon.
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Essomme Innocent
  • Essomme Innocent
  • Department of Marketing and Organisation, University of Dschang, Dschang, Cameroon.
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and Fokeng Sylvie
  • and Fokeng Sylvie
  • Department of Marketing and Management, University of Yaounde II, Soa, Cameroon, Cameroon.
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  •  Received: 25 April 2017
  •  Accepted: 26 May 2017
  •  Published: 28 February 2018

Abstract

This study aims to evaluate the influence of service dimensions’ satisfaction on hotel guest’s overall satisfaction. Confronting the theory originally stated with the specificity of satisfaction in the hotel sector, we developed hypotheses linking each of the service dimensions with overall satisfaction declared by the consumer. The data collected with a questionnaire were analyzed through a series of Multiple Component Analysis, cross-tabulations and Pearson Chi-square tests. Interpretation of the results allows us to reach the conclusion that three dimensions (groups of attributes) only out of the six initially considered contribute to overall satisfaction that is, service availability, interaction with the service provider and services received. The results of this research provide hotel managers with specific information. The first information is that word of mouth is one of the most important sources of information for hotel guests in Cameroon, so managers of these institutions should work towards stimulating it. Moreover, in order to increase guests’ overall satisfaction, it is necessary to improve their satisfaction with the aforementioned service dimensions.

Key words: Service dimension, overall satisfaction, word-of-mouth.