Managing customer satisfaction (CS) by adapting to market changes is essential for achieving customer loyalty. This study analyzes the asymmetric relationship between service quality (SQ) and CS in the hotel sector by applying the fuzzy-set qualitative comparative analysis (fsQCA) method to a five-star hotel in Cuba. Results of customer SQ perception analysis as configurations of conditions that explain the outcome of CS identify the individual contribution made by each of the services. In this specific case, when combined with other conditions in three different configurations, the quality of food in specialized restaurants is shown to be the determinant of the studied hotel’s CS outcomes. This research shows that fsQCA is useful for managing the causal complexity of hotel processes and activities. Additionally, it helps managers optimize CS by determining which attributes they need to focus on and which they do not, thus responding to the need to determine how SQ dimensions influence CS.

中文翻译：

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酒店顾客满意度服务质量的 fsQCA 分析


通过适应市场变化来管理客户满意度 (CS) 对于实现客户忠诚度至关重要。本研究通过对古巴一家五星级酒店应用模糊集定性比较分析（fsQCA）方法，分析了酒店业服务质量（SQ）和CS之间的不对称关系。客户 SQ 感知分析的结果作为解释 CS 结果的条件配置，确定了每项服务做出的单独贡献。在这个具体案例中，结合三种不同配置中的其他条件，专业餐厅的食物质量被证明是所研究酒店的顾客满意度结果的决定因素。这项研究表明，fsQCA 对于管理酒店流程和活动的因果复杂性非常有用。此外，它还可以帮助管理者确定需要关注哪些属性以及不需要关注哪些属性来优化 CS，从而满足确定 SQ 维度如何影响 CS 的需求。