ABSTRACTThe purpose of this study is to analyze and compare customer satisfaction in the luxury hotel cases between Taiwan and Mongolia. Kano model is used to analyze the target population of customers of luxury hotel via questionnaire survey. Total of 156 luxury hotel customers participated in the survey. And it’s also applied ordered probit model to analyze the factors affecting customer satisfaction. Firstly, this study employed Kano questionnaire to categorize hotel service items. Secondly, by using ordered probit regression, to compare and to get the influence of determinant factors on customer satisfaction in luxury hotel were analyzed. The results suggest that hotel owners should pay attention to “must be” or “one-dimensional” quality attributes in order to get higher level of satisfaction for their customers. Ordered probit model was estimated to analyze service factors influencing to customer satisfaction level. Based on empirical findings, Recreation and Room/Suites service heavy-weighted affect to customer satisfaction. And the income and age of customers are positive relationships with luxury hotel service.Keywords: Customer satisfaction, Luxury hotel, Kano model, Ordered Probit model
