Customer Satisfaction in the Australian Timeshare Industry

Abstract

This study used a survey instrument to ascertain cus tomer satisfaction levels among nearly 2,000 Australian timeshare unit owners. While owners exhibited relatively high overall satisfaction, these levels have declined from the levels recorded in previous surveys and do not translate into an equally high propensity to purchase again or to recom mend timesharing to others. These patterns, along with variations in reactions among different age groups, continu ing concerns about sales techniques, and varying satisfac tion levels with internal and external attributes of units, high light management issues confronting the sector.