Hotel business travellers satisfaction based on service quality: a segmentation approach in inner city five-star hotels

This article categorises business customers based on their satisfaction with the service quality provided by hotels. Field research was undertaken using a sample of 162 business customers' in two five-star hotels. The research outcomes revealed seven factors that business customers take into account while determining their level of satisfaction and four business customer categories. This study shows the need for improvement in the hotels such as hotel staff training, improvement of facilities and marketing management. Based on this, it recommends steps the hotel business could take to improve their quality of services.