uest experience and customer retention

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.