| Abstract: | This study aims to investigate the relationship between organizational service climate and customers? satisfaction in international tourist hotels. Two-phase study was utilized in exploring organizational service climate and customers? satisfaction. First, customers? satisfaction was ranked after assessing customers? satisfaction in international tourist hotels via convenience sampling. Three hotels with higher customers? satisfaction and three hotels with lower customers? satisfaction were identified for the next phase. Second, organizational service climates were observed through internal customers? satisfaction within two groups with different level of external organizational service climate. This study uses descriptive statistics, t-test, one-way ANOVA and LSD do data analysis. According to this preliminary study, and results as follows:
First, with different customers' satisfaction in international tourist hotel have a part of different employees' characteristics. This study proved H3 to be established partly.
Second, the study found that gender, age, educational background, graduation department, job department, job age, and experience of the hotel working are not important factors affecting the highest customers? satisfaction level of the international tourist hotels. However, those factors are affecting the lowest customers? satisfaction level of the international tourist hotels. Thus, this study proved H2 to be not established, and H3 is established.
Third, the study also found that the hotel deal with the customer?s question hard, the organizational service climate could be better. And, the hotel could collect the suggestions and complaints from employees, the organizational service climate would be better, too. Finally, the different organizational service climate must affect the customers? satisfaction. This research proved H4 to be established. The results support the higher organizational service climate to affect the employees and their company?s customer satisfaction.
Due to customers? attentions and the government?s promotions on tourism and lodging industry, international tourist hotel management teams are looking for sustainable organizational service climate in maintaining and improving their service quality. This study has proved that more complete organizational service climate can get customer satisfaction more in international tourist hotels. Therefore, the results of this study will help international tourist hotels in administrative implications, which can integrate theory and research findings into better practices and serve as path for future studies. |
