Atkinson (1988) found out that cleanliness, security, value for money and
courtesy of staff determine customer satisfaction.
Knutson (1988) revealed that
room cleanliness and comfort, convenience of location, prompt service, safety and
security, and friendliness of employees are important.
A study conducted by Akan
(1995) claimed that the vital factors are the behaviour of employees, cleanliness and
timeliness.
On the other hand the study by Choi and Chu (2001) concluded that staff quality, room qualities, and value are the top three hotel factors that determine
travellers’ satisfaction.