Customer Satisfaction in a Luxury Hospitality Segment (The Case of Lotte Hotel Moscow)

Key words: luxury consumer, satisfaction, performance, Balanced Scorecard Collaborative, luxury hospitality segment, consumer behavior. The general purpose of the project is to work out a model of guests’ satisfaction influence on business performance in case of Lotte Hotel Moscow. The research object is guests’ satisfaction within their stay at the Lotte hotel. The research subject is correlation between guests’ satisfaction and business performance. Data analysis methodology consists of quantitative statistical methods: regression and correlation analysis. Moreover the content analysis of guests’ comments demonstrates a competitive advantages and weak points of the hotel according to its customers’ opinion. Paper structure. The first chapter covers theoretical background of the terms ‘satisfaction’ and ‘business performance’, describes luxury consumers’ features. Ten popular instruments of customer satisfaction measures are being determined. Several cases of analogous satisfaction & performance studies from scientific database added value. The second chapter examines key features of Russian hospitality industry, particularly its top segment. It presents a detailed description of Lotte Hotel Moscow, its structure, strategy and business processes. Such instruments as PEST, SWAT, 7 ‘S’ and 5 Porter Powers were used to understand the business. The empirical part of the research (Chapter three) demonstrates how the model of guests’ satisfaction influence on business performance was developed. In conclusion, the model of guests’ satisfaction influence on Lotte hotel business performance was developed. It shows the dependency and power of correlation between its parts, which are mostly stated in research hypotheses.