Guest experience and customer retention at InterContinental Hotels in Hong Kong

Order Description
Aim:
To investigate specific factors of guest satisfaction and how they affect customer retention: a case study of InterContinental Hotels in Hong Kong.

Objectives:
• To identify specific factors of guest satisfaction and how these impact guest retention through a theoretical framework.
• To analyse guest satisfaction and retention of InterContinental customers through a survey.
• To critically analyse quantitative and qualitative data collected and provide recommendations for InterContinental Hotels in Hong Kong.