Previous studies has supported the relationship between customer satisfaction and customer loyalty. Accordingly, understanding the factors affecting customer satisfaction is very important for those who are involved in hotel industry. Despite the abundant studies conducted on tourist satisfaction there is very little known about the customers satisfaction of Middle East hotels. Filling a part of this gap, the current study attempts to examine factors affecting travelers’ satisfaction of three star hotels in Dubai. Unfortunately the website doesn’t support online booking from any of hotels in Iran, so the comments and reviews on these hotels are not available. On the other hand Dubai has the greatest number of registered hotels in Agoda website, hence this city was chosen as case study. Accordingly comments of travelers on each three star hotel was collected from the Online booking website of Agoda (www.Agoda.com), on October 2015. The study relied on text mining and content analysis of over 2500 online traveller reviews covering 3-star hotels in Dubai. ). The website categorizes the hotels based on the stars and rankings (figure 2) and website only publishes reviews of a hotel from travelers who have booked and paid for a reservation and most probably has stayed in the hotel. The website also provides databases of customer evaluations of their experiences of hotels. This study applied content analysis of the reviews. The collected data was exported into the Nvivo 7 qualitative data analysis software. The comments on each hotel were categorized in terms of positive and negative feedback. Content analysis of collected data revealed that the main factors affecting the tourists’ satisfaction were hotel location, food management , cleanliness, facilities, design and staff behaviors.
Using Online Ratings to define Hotels’ Improvement Priorities (I. Zisos)Giannhs Z.
Presentation in the 14th Special Conference of the Hellenic Operational Research Society- 11th Meeting of Multicriteria Decision Analysis
Agrinio, March 2015
For the past seven months, the author immersed themselves in research and study of the hospitality industry in order to pursue a career transition. They studied topics such as branding, loyalty, online travel agencies, pricing, guest perceptions, revenue management, food and beverage, and more. The author gathered resources from over 200 industry reports and studies, 100 hotel brands, 20 universities and business schools, and advice from award-winning hospitality professionals. With this in-depth knowledge and their extensive customer service background, the author believes they can provide significant value to a hospitality employer.
A Study on the Consumer Perception of the Online Travel Agents in the Leisure...Ameya Sonkusale
Studied the customer perception and their buying behavior towards Online Travel Agencies (OTA). Studied the challenges faced by OTAs to convert a potential buyer into a customer and the reasons why traditional agents are successful in spite of a strong emerging trend of buying online. Identified strategies, based on the results of market research and analysis through various models, that OTAs can implement in order to overcome advantages enjoyed by the traditional travel agents
The document discusses a marketing survey conducted on Zebronics' new product sales development. Key findings from retailer interviews include:
- 80% of retailers carry Zebronics' new products, especially computer cabinets.
- 57% said Zebronics products in the medium price range move faster.
- 70% believe Zebronics' new products move faster in the market.
- 50% of retailers who don't sell new products cited price as the main reason.
- Most retailers suggest Zebronics' new products to customers.
Customer satisfaction and brand loyalty in the hotel industrySamaan Al-Msallam
Abstract
Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both
satisfaction constructs with Brand loyalty have mostly been studied separately.
The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand
loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the
hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty . Also, the factors of brand image and price
fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction . We suggest
that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an
added on value for customers .
Key words: customer satisfaction, brand loyalty, brand image, price fairness.
Factors Affecting Customer Satisfaction in Telecommunication Sector in NepalAyush Man Tamrakar
The document provides background information on a research project investigating factors that influence customer satisfaction in the mobile telecommunications industry in Nepal. Specifically, it examines customer satisfaction among students aged 16-35 in Kathmandu.
The summary includes:
1) The research project examines factors influencing customer satisfaction, including socioeconomic variables and aspects of mobile service quality, for students in Kathmandu aged 16-35.
2) A questionnaire was administered to 150 students to collect data on socioeconomic factors, mobile service quality, and overall customer satisfaction.
3) Preliminary results found 55% of respondents were satisfied and 8% were highly satisfied with mobile services in Nepal, and that mobile service quality had a moderate relationship with satisfaction
Determinants of customer satisfaction in hotel industryAamna Shakeel
This document summarizes a research study that examined determinants of customer satisfaction in the hotel industry of Pakistan. The study investigated the relationship between service quality, service features, and customer satisfaction on future intentions. A survey was administered to customers of major hotels in Pakistan. The results of the study found that improved service quality and superior service features increased customer satisfaction. Additionally, satisfied customers were more likely to return and recommend the hotel in the future. Thus, the study concluded that enhancing service quality and features leads to greater customer satisfaction and future intentions.
The document provides an overview of the literature review process. It defines a literature review as an examination of previous research conducted in a particular field of study. The purpose is to gain knowledge in the field, identify common methodologies, and determine if the proposed research is needed. The literature review process involves selecting a topic, searching for and analyzing relevant literature, and writing the review. Organizational schemes like topical, chronological, and problem-solution orders can be used.
Using Online Ratings to define Hotels’ Improvement Priorities (I. Zisos)Giannhs Z.
Presentation in the 14th Special Conference of the Hellenic Operational Research Society- 11th Meeting of Multicriteria Decision Analysis
Agrinio, March 2015
For the past seven months, the author immersed themselves in research and study of the hospitality industry in order to pursue a career transition. They studied topics such as branding, loyalty, online travel agencies, pricing, guest perceptions, revenue management, food and beverage, and more. The author gathered resources from over 200 industry reports and studies, 100 hotel brands, 20 universities and business schools, and advice from award-winning hospitality professionals. With this in-depth knowledge and their extensive customer service background, the author believes they can provide significant value to a hospitality employer.
A Study on the Consumer Perception of the Online Travel Agents in the Leisure...Ameya Sonkusale
Studied the customer perception and their buying behavior towards Online Travel Agencies (OTA). Studied the challenges faced by OTAs to convert a potential buyer into a customer and the reasons why traditional agents are successful in spite of a strong emerging trend of buying online. Identified strategies, based on the results of market research and analysis through various models, that OTAs can implement in order to overcome advantages enjoyed by the traditional travel agents
The document discusses a marketing survey conducted on Zebronics' new product sales development. Key findings from retailer interviews include:
- 80% of retailers carry Zebronics' new products, especially computer cabinets.
- 57% said Zebronics products in the medium price range move faster.
- 70% believe Zebronics' new products move faster in the market.
- 50% of retailers who don't sell new products cited price as the main reason.
- Most retailers suggest Zebronics' new products to customers.
Customer satisfaction and brand loyalty in the hotel industrySamaan Al-Msallam
Abstract
Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both
satisfaction constructs with Brand loyalty have mostly been studied separately.
The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand
loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the
hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty . Also, the factors of brand image and price
fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction . We suggest
that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an
added on value for customers .
Key words: customer satisfaction, brand loyalty, brand image, price fairness.
Factors Affecting Customer Satisfaction in Telecommunication Sector in NepalAyush Man Tamrakar
The document provides background information on a research project investigating factors that influence customer satisfaction in the mobile telecommunications industry in Nepal. Specifically, it examines customer satisfaction among students aged 16-35 in Kathmandu.
The summary includes:
1) The research project examines factors influencing customer satisfaction, including socioeconomic variables and aspects of mobile service quality, for students in Kathmandu aged 16-35.
2) A questionnaire was administered to 150 students to collect data on socioeconomic factors, mobile service quality, and overall customer satisfaction.
3) Preliminary results found 55% of respondents were satisfied and 8% were highly satisfied with mobile services in Nepal, and that mobile service quality had a moderate relationship with satisfaction
Determinants of customer satisfaction in hotel industryAamna Shakeel
This document summarizes a research study that examined determinants of customer satisfaction in the hotel industry of Pakistan. The study investigated the relationship between service quality, service features, and customer satisfaction on future intentions. A survey was administered to customers of major hotels in Pakistan. The results of the study found that improved service quality and superior service features increased customer satisfaction. Additionally, satisfied customers were more likely to return and recommend the hotel in the future. Thus, the study concluded that enhancing service quality and features leads to greater customer satisfaction and future intentions.
The document provides an overview of the literature review process. It defines a literature review as an examination of previous research conducted in a particular field of study. The purpose is to gain knowledge in the field, identify common methodologies, and determine if the proposed research is needed. The literature review process involves selecting a topic, searching for and analyzing relevant literature, and writing the review. Organizational schemes like topical, chronological, and problem-solution orders can be used.
The Impact of Guest Reviews on TripAdvisor HotelsAbdul Razak
This project report examines the impact of guest reviews on TripAdvisor hotels in Kochi, Kerala. The report aims to understand how reviews affect hotel performance and reputation. It also seeks to determine the effectiveness of online reviews and prevent fake reviews. Data was collected through surveys of hotel managers and reviews on TripAdvisor. Key findings include that the majority of respondents trust TripAdvisor reviews, though some hotels have faced financial losses due to fake reviews. The report suggests verification of reviewers and responses to reviews to ensure reviews are genuine.
Making Too Many Responses To Hotel Reviews Is Worse Than Offering No Response...Francesco Canzoniere
The study re-confirmed an earlier estimate that an increase in a hotel’s TripAdvisor rating is reflected in an increase in revenue. Most interesting, the study found that revenue improvements based on review responses are limited in two ways. First, revenue levels increase as the number responses increases, but only to a point. After about a 40-percent response rate, hotels seem to reach a point of diminishing returns, and making too many responses is worse than offering no response at all. Second, consumers seem to be most appreciative of responses to negative reviews, rather than positive reviews, as indicated by the fact that ratings improve more substantially in connection with constructive responses to negative reviews than simple acknowledgment of positive comments.
Download at: http://scholarship.sha.cornell.edu/chrreports/10/
This document discusses reputation management in the hotel industry. It begins by defining reputation management and how it has evolved with the rise of social media and customer reviews online. It then discusses both ethical and unethical reputation management practices from the past. The document outlines how hotels now engage in reputation management through monitoring reviews, using guest surveys, and providing accurate representations of their properties online to manage customer expectations. While reputation is difficult to measure, maintaining good customer satisfaction and experiences is key to a positive reputation.
The document summarizes research findings from a study of Marriott.com and their smartphone app. The research included nano usability tests and user interviews to understand how users choose hotels, their attitudes towards loyalty programs, and preferences when booking travel packages. Key findings included pain points in the website flow, a lack of important amenities filters, and preferences for location, price, and free breakfast when selecting hotels. Recommendations focused on improving the booking process, adding important filters, and highlighting non-points loyalty benefits.
How to Scrape Hotel Reviews Data for Complete Hotel Review Analytics.pdffarhanaaansari42
Scrape hotel reviews data using specialized tools or APIs for comprehensive hotel review analytics and actionable insights.
https://www.datazivot.com/scrape-hotel-reviews-data-for-complete-hotel-review-analytics.php
This study used topic modeling and sentiment analysis to analyze 1,600 hotel reviews from TripAdvisor to identify key themes and issues discussed. Five main topics were identified: service, room, location, night, and staff. The reviews were assigned to these topics and then compared against hotel characteristics like type (budget vs luxury) and location. Significant variations were found, such as budget hotels being more prevalent in the "location" topic and luxury hotels more prevalent in "service" and "room" topics. Reviews also varied significantly based on location, with Liverpool mentioning location more, and Cardiff less mentioning night issues. This analysis provides insights into guest experiences that can help hotels improve.
Enhancing Gust’s Loyalty in Luxury Hotel through Hotel’s AmbienceIJERA Editor
Hotel guest loyalty is of the utmost importance given the competitive nature of the lodging sector. The
increasing expansion of hotels into other hospitality and related areas amplifies the continuing importance of
guest loyalty and the need to ensure guests „recurring reservations at a perceived favorite hotel.in the customer
oriented era, relationship with customers in the all of purchasing cycle and its effect on customer satisfaction
and loyalty has become a vital duty for hoteliers . Moreover, the impact of physical environment on consumer
behavior, is particularly apparent for service business such as hotels. Based on the reviewed literature study
about effect of Electronic customer relationship management (e-CRM)on customer loyalty through customer
satisfaction considering moderating effect of hotel‟s ambience on the relationship between Electronic customer
relationship management (e-CRM)and customer satisfaction as well as customer satisfaction and customer
loyalty is few and far between .Therefore, the objective of the study is to examine the effect of Electronic
customer relationship management (e-CRM) on customer loyalty through customer satisfaction considering the
moderating effect of hotel ambiance on the proposed relationships. A quantitative methodology using a crosssectional
survey method was used to investigate the relationship between variables. Data were collected from a
convenience sampling of 384 guests of four and five- star hotels in Kuala Lumpur. The overall response rate
was 66.74% (n=276). The relationships between variables were examined using structural equation modelling
(SEM) technique and partial least squares (PLS) software was used. The results revealed there is a direct and
significant relationship between Electronic customer relationship management (e-CRM) and customer
satisfaction. Moreover, the results disclosed Electronic customer relationship management (e-CRM) through the
mediating variable customer satisfaction has a positive effect on customer loyalty. Furthermore, the results
confirmed that the relationship between Electronic customer relationship management (e-CRM) and customer
satisfaction as well as customer satisfaction and loyalty has been moderated by hotel‟s ambience. The study
applied S-O-R, to develop a new theoretical framework to provide a new way to enhance customer loyalty in
four and five star hotels through examining the moderating effect of hotel„s ambiance on the relationship
between ECRM and customer satisfaction and loyalty . Therefore, the study has provided a new scholarly
evidence to enhance customer loyalty in the luxury four and five-star hotel. Moreover, the study provides a
new approach to hoteliers to increase customer satisfaction and loyalty.
This document provides an analysis of negative online reviews of the Hilton New York Grand Central hotel and how the hotel handles customer complaints and service recovery. It identifies the main negative issues mentioned in 630 reviews from TripAdvisor, Facebook, and Booking.com, categorizes them according to the SERVQUAL model of service quality, and analyzes how the hotel responds to negative reviews. The document then provides managerial implications for improving service quality, monitoring reviews, and encouraging positive customer feedback.
How to Scrape Hotel Reviews Data for Complete Hotel Review Analytics.pptxfarhanaaansari42
Scrape hotel reviews data using specialized tools or APIs for comprehensive hotel review analytics and actionable insights.
https://www.datazivot.com/scrape-hotel-reviews-data-for-complete-hotel-review-analytics.php
Analysis of online hotel ratings: The case of Bansko (Bulgaria)Stanislav Ivanov
This document analyzes online hotel ratings for hotels in Bansko, Bulgaria. It discusses previous research on how online ratings influence travelers and hotels. The authors analyze data from 110 hotels in Bansko collected from Booking.com and TripAdvisor. Their analysis finds correlations between ratings on different sites and a relationship between number of reviews and ratings. It also finds differences in ratings based on hotel category and size. However, hotel facilities have little influence on ratings. The authors conclude ratings are influenced by number of reviews and meeting guest expectations for the hotel's category and size.
This document summarizes a research study that examined how perceived value, attitude, and trust influence consumers' intention to book hotel rooms online. The study analyzed survey responses from 152 people who had previously booked hotels online in Indonesia. The results showed that perceived value and attitude had a direct, positive influence on booking intention. However, trust did not have a significant mediating effect. This implies that for these consumers, their perceptions of a hotel's value and their overall attitude were more important determinants of booking intention than their level of trust in the hotel. The research has implications for understanding what factors drive consumers' decisions to book hotels online.
Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Sati...ijitcs
The purpose of this research is to study the impact of Egyptian hotels’ websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success
factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit). In this study, convenience sample was used in order to achieve the aim and objective of this study. A self-administered questionnaire with customers was designed as the research instrument for collecting primary data. This questionnaire included items pertaining to the customers’ demographic data, evaluating level of their E-satisfaction regarding Egyptian hotels’ websites marketing. Four hundred fifty forms were distributed in fifteen investigated hotels; thirty forms in each hotel; among them 430 forms valid for analysis (96%). The study focused on five star hotels.
The findings revealed that the most of the customers were dissatisfied about websites marketing in the Egyptian hotels (i.e. dynamic contents, navigation, access, and security of sensitive
information, payment options, and their Perceptions of services and facilities after visiting the hotel during stay). Also, most of the customers disagreed to revisit the hotel, and disagreed to
suggest to friends and relatives to visit the hotel. Enhancing quality of the marketing websites in the hospitality business leads to sustaining hotel -customer relationship, customers E-satisfaction, E- loyalty, increasing the number of new customers and, improve the brand image of the Egyptian hotels, and consequently achieve profitability.
Hotels which purely operate with a commercial business purpose consider the customer is the king!’ And, if we believe this it is also important to know how to make them happy. Recent days customers expect lot of good services more than their expectations Hence, it is mandatory that employees approach and interaction with the guests play a predominant role in the satisfaction and retention of them. The study focused on identifying the customers’ perception towards the laundry and bar services that are provided by the leading star hotels in Salem city, Tamilnadu, South India from the 300 customers who had stayed in the said hotels. Descriptive research design with exploratory approach and non-scientific sampling method with purposive sampling technique was used in this study to get the actual perception of the customers. Concrete suggestions and measures to be implemented are suggested.
In this presentation, I seek to improve the retention of hotel seekers on Yelp with a multi-level sorting based on qualitative attributes to provide trust for results and speed up the decision-making process. I go through user personas, pain points, use cases, potential solutions, prioritization, validation, metrics, and design.
An Empirical Study on Food and Beverage Service Quality and Customer Satisfac...Dr. Amarjeet Singh
The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.
The document provides a summary of key findings from a survey on customer satisfaction levels toward hotel services in Indonesia. Some of the main findings include:
- The most popular hotel locations stayed at were Jakarta, Yogyakarta, and Bali. The top hotel brands stayed at were Novotel, Ibis, and Amaris.
- Most stays were 1-3 nights for leisure/business travel. Room types were typically double rooms.
- Direct booking and Agoda were the most common booking methods. Location, price, and facilities were top considerations for choosing a hotel.
- Satisfaction levels varied most for hospitality services, while accommodation, food & beverage, and location/pricing received higher
Effect of customer satisfaction on performance of the hotel industryAlexander Decker
This document discusses a study on the effect of customer satisfaction on the performance of the hotel industry in western Kenya. The study aims to assess customer perceptions of hotel services, identify strategies used to enhance satisfaction, and determine if satisfaction strategies have improved performance. The literature review discusses how customer satisfaction is linked to customer expectations and experiences. It also examines the concepts of customer loyalty, length of stay, and retention. The conceptual framework outlines how customer satisfaction can influence hotel industry metrics like profits, sales, market share, and image through moderating factors such as hotel age and size.
This document summarizes a study on the perceived service quality of guests at select hotels in Salem City, India. The study examined five hotels and surveyed 500 guests across five common service quality dimensions: assurance, empathy, reliability, responsiveness, and tangibility. Statistical analysis revealed issues like lack of staff involvement, delays, higher fees, and lack of transparency negatively impacted customers' perceptions. The study concluded improving staff training, standardizing service times, soliciting customer feedback, and enhancing quality initiatives could help address problems and better meet customers' expectations of service quality. Recommendations were made to help the select hotels strengthen their service performance.
The document summarizes research conducted by an agency to help Marriott strengthen its digital experiences and meet business goals. User research methods like usability testing, interviews, and card sorting were used. Testing found the website had issues like slow loading, confusing booking, and lack of flight/hotel packages. Recommendations included prototyping improvements based on findings, building a responsive website and mobile app, and improving SEO.
The Impact of Guest Reviews on TripAdvisor HotelsAbdul Razak
This project report examines the impact of guest reviews on TripAdvisor hotels in Kochi, Kerala. The report aims to understand how reviews affect hotel performance and reputation. It also seeks to determine the effectiveness of online reviews and prevent fake reviews. Data was collected through surveys of hotel managers and reviews on TripAdvisor. Key findings include that the majority of respondents trust TripAdvisor reviews, though some hotels have faced financial losses due to fake reviews. The report suggests verification of reviewers and responses to reviews to ensure reviews are genuine.
Making Too Many Responses To Hotel Reviews Is Worse Than Offering No Response...Francesco Canzoniere
The study re-confirmed an earlier estimate that an increase in a hotel’s TripAdvisor rating is reflected in an increase in revenue. Most interesting, the study found that revenue improvements based on review responses are limited in two ways. First, revenue levels increase as the number responses increases, but only to a point. After about a 40-percent response rate, hotels seem to reach a point of diminishing returns, and making too many responses is worse than offering no response at all. Second, consumers seem to be most appreciative of responses to negative reviews, rather than positive reviews, as indicated by the fact that ratings improve more substantially in connection with constructive responses to negative reviews than simple acknowledgment of positive comments.
Download at: http://scholarship.sha.cornell.edu/chrreports/10/
This document discusses reputation management in the hotel industry. It begins by defining reputation management and how it has evolved with the rise of social media and customer reviews online. It then discusses both ethical and unethical reputation management practices from the past. The document outlines how hotels now engage in reputation management through monitoring reviews, using guest surveys, and providing accurate representations of their properties online to manage customer expectations. While reputation is difficult to measure, maintaining good customer satisfaction and experiences is key to a positive reputation.
The document summarizes research findings from a study of Marriott.com and their smartphone app. The research included nano usability tests and user interviews to understand how users choose hotels, their attitudes towards loyalty programs, and preferences when booking travel packages. Key findings included pain points in the website flow, a lack of important amenities filters, and preferences for location, price, and free breakfast when selecting hotels. Recommendations focused on improving the booking process, adding important filters, and highlighting non-points loyalty benefits.
How to Scrape Hotel Reviews Data for Complete Hotel Review Analytics.pdffarhanaaansari42
Scrape hotel reviews data using specialized tools or APIs for comprehensive hotel review analytics and actionable insights.
https://www.datazivot.com/scrape-hotel-reviews-data-for-complete-hotel-review-analytics.php
This study used topic modeling and sentiment analysis to analyze 1,600 hotel reviews from TripAdvisor to identify key themes and issues discussed. Five main topics were identified: service, room, location, night, and staff. The reviews were assigned to these topics and then compared against hotel characteristics like type (budget vs luxury) and location. Significant variations were found, such as budget hotels being more prevalent in the "location" topic and luxury hotels more prevalent in "service" and "room" topics. Reviews also varied significantly based on location, with Liverpool mentioning location more, and Cardiff less mentioning night issues. This analysis provides insights into guest experiences that can help hotels improve.
Enhancing Gust’s Loyalty in Luxury Hotel through Hotel’s AmbienceIJERA Editor
Hotel guest loyalty is of the utmost importance given the competitive nature of the lodging sector. The
increasing expansion of hotels into other hospitality and related areas amplifies the continuing importance of
guest loyalty and the need to ensure guests „recurring reservations at a perceived favorite hotel.in the customer
oriented era, relationship with customers in the all of purchasing cycle and its effect on customer satisfaction
and loyalty has become a vital duty for hoteliers . Moreover, the impact of physical environment on consumer
behavior, is particularly apparent for service business such as hotels. Based on the reviewed literature study
about effect of Electronic customer relationship management (e-CRM)on customer loyalty through customer
satisfaction considering moderating effect of hotel‟s ambience on the relationship between Electronic customer
relationship management (e-CRM)and customer satisfaction as well as customer satisfaction and customer
loyalty is few and far between .Therefore, the objective of the study is to examine the effect of Electronic
customer relationship management (e-CRM) on customer loyalty through customer satisfaction considering the
moderating effect of hotel ambiance on the proposed relationships. A quantitative methodology using a crosssectional
survey method was used to investigate the relationship between variables. Data were collected from a
convenience sampling of 384 guests of four and five- star hotels in Kuala Lumpur. The overall response rate
was 66.74% (n=276). The relationships between variables were examined using structural equation modelling
(SEM) technique and partial least squares (PLS) software was used. The results revealed there is a direct and
significant relationship between Electronic customer relationship management (e-CRM) and customer
satisfaction. Moreover, the results disclosed Electronic customer relationship management (e-CRM) through the
mediating variable customer satisfaction has a positive effect on customer loyalty. Furthermore, the results
confirmed that the relationship between Electronic customer relationship management (e-CRM) and customer
satisfaction as well as customer satisfaction and loyalty has been moderated by hotel‟s ambience. The study
applied S-O-R, to develop a new theoretical framework to provide a new way to enhance customer loyalty in
four and five star hotels through examining the moderating effect of hotel„s ambiance on the relationship
between ECRM and customer satisfaction and loyalty . Therefore, the study has provided a new scholarly
evidence to enhance customer loyalty in the luxury four and five-star hotel. Moreover, the study provides a
new approach to hoteliers to increase customer satisfaction and loyalty.
This document provides an analysis of negative online reviews of the Hilton New York Grand Central hotel and how the hotel handles customer complaints and service recovery. It identifies the main negative issues mentioned in 630 reviews from TripAdvisor, Facebook, and Booking.com, categorizes them according to the SERVQUAL model of service quality, and analyzes how the hotel responds to negative reviews. The document then provides managerial implications for improving service quality, monitoring reviews, and encouraging positive customer feedback.
How to Scrape Hotel Reviews Data for Complete Hotel Review Analytics.pptxfarhanaaansari42
Scrape hotel reviews data using specialized tools or APIs for comprehensive hotel review analytics and actionable insights.
https://www.datazivot.com/scrape-hotel-reviews-data-for-complete-hotel-review-analytics.php
Analysis of online hotel ratings: The case of Bansko (Bulgaria)Stanislav Ivanov
This document analyzes online hotel ratings for hotels in Bansko, Bulgaria. It discusses previous research on how online ratings influence travelers and hotels. The authors analyze data from 110 hotels in Bansko collected from Booking.com and TripAdvisor. Their analysis finds correlations between ratings on different sites and a relationship between number of reviews and ratings. It also finds differences in ratings based on hotel category and size. However, hotel facilities have little influence on ratings. The authors conclude ratings are influenced by number of reviews and meeting guest expectations for the hotel's category and size.
This document summarizes a research study that examined how perceived value, attitude, and trust influence consumers' intention to book hotel rooms online. The study analyzed survey responses from 152 people who had previously booked hotels online in Indonesia. The results showed that perceived value and attitude had a direct, positive influence on booking intention. However, trust did not have a significant mediating effect. This implies that for these consumers, their perceptions of a hotel's value and their overall attitude were more important determinants of booking intention than their level of trust in the hotel. The research has implications for understanding what factors drive consumers' decisions to book hotels online.
Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Sati...ijitcs
The purpose of this research is to study the impact of Egyptian hotels’ websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success
factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit). In this study, convenience sample was used in order to achieve the aim and objective of this study. A self-administered questionnaire with customers was designed as the research instrument for collecting primary data. This questionnaire included items pertaining to the customers’ demographic data, evaluating level of their E-satisfaction regarding Egyptian hotels’ websites marketing. Four hundred fifty forms were distributed in fifteen investigated hotels; thirty forms in each hotel; among them 430 forms valid for analysis (96%). The study focused on five star hotels.
The findings revealed that the most of the customers were dissatisfied about websites marketing in the Egyptian hotels (i.e. dynamic contents, navigation, access, and security of sensitive
information, payment options, and their Perceptions of services and facilities after visiting the hotel during stay). Also, most of the customers disagreed to revisit the hotel, and disagreed to
suggest to friends and relatives to visit the hotel. Enhancing quality of the marketing websites in the hospitality business leads to sustaining hotel -customer relationship, customers E-satisfaction, E- loyalty, increasing the number of new customers and, improve the brand image of the Egyptian hotels, and consequently achieve profitability.
Hotels which purely operate with a commercial business purpose consider the customer is the king!’ And, if we believe this it is also important to know how to make them happy. Recent days customers expect lot of good services more than their expectations Hence, it is mandatory that employees approach and interaction with the guests play a predominant role in the satisfaction and retention of them. The study focused on identifying the customers’ perception towards the laundry and bar services that are provided by the leading star hotels in Salem city, Tamilnadu, South India from the 300 customers who had stayed in the said hotels. Descriptive research design with exploratory approach and non-scientific sampling method with purposive sampling technique was used in this study to get the actual perception of the customers. Concrete suggestions and measures to be implemented are suggested.
In this presentation, I seek to improve the retention of hotel seekers on Yelp with a multi-level sorting based on qualitative attributes to provide trust for results and speed up the decision-making process. I go through user personas, pain points, use cases, potential solutions, prioritization, validation, metrics, and design.
An Empirical Study on Food and Beverage Service Quality and Customer Satisfac...Dr. Amarjeet Singh
The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.
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The study of factors affecting customer’s satisfaction with the three star hotels in Dubai
1. International Journal of Advanced Engineering, Management and Science (IJAEMS) [Vol-2, Issue-2, Feb- 2016]
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The study of factors affecting customer’s
satisfaction with the three star hotels in Dubai
Mohammad Darini, Fatemeh Khozaei
Department of Architecture, Kerman Branch, Islamic Azad University, Kerman, Iran
Abstract—Previous studies has supported the
relationship between customer satisfaction and customer
loyalty. Accordingly, understanding the factors affecting
customer satisfaction is very important for those who are
involved in hotel industry. Despite the abundant studies
conducted on tourist satisfaction there is very little known
about the customers satisfaction of Middle East hotels.
Filling a part of this gap, the current study attempts to
examine factors affecting travelers’ satisfaction of three
star hotels in Dubai. Unfortunately the website doesn’t
support online booking from any of hotels in Iran, so the
comments and reviews on these hotels are not available.
On the other hand Dubai has the greatest number of
registered hotels in Agoda website, hence this city was
chosen as case study. Accordingly comments of travelers
on each three star hotel was collected from the Online
booking website of Agoda (www.Agoda.com), on
October 2015. The study relied on text mining and
content analysis of over 2500 online traveller reviews
covering 3-star hotels in Dubai. ). The website
categorizes the hotels based on the stars and rankings
(figure 2) and website only publishes reviews of a hotel
from travelers who have booked and paid for a
reservation and most probably has stayed in the hotel. The
website also provides databases of customer evaluations
of their experiences of hotels. This study applied content
analysis of the reviews. The collected data was exported
into the Nvivo 7 qualitative data analysis software. The
comments on each hotel were categorized in terms of
positive and negative feedback. Content analysis of
collected data revealed that the main factors affecting the
tourists’ satisfaction were hotel location, food
management , cleanliness, facilities, design and staff
behaviors.
Keywords—satisfaction, three star hotels, Middle East,
online survey, service quality.
I. INTRODUCTION
Reviews on hotels are a great source of information on
both the positive and negative aspects of a hotel.
Travellers might check other customers’ comments on the
website before making reservations in a particular hotel
and they might even take into account the other travellers’
satisfaction with the hotels, before making an online
booking . They might simply trust on the others’
experiences of a particular hotel before making their
decision This highlights the important role of hotel
reviews’ on the success of hotel industry. The other
important aspect of online reviews, is the possibility to be
aware of various people from different country’s
comments and point of views. How solo travelers
evaluate a hotel in comparison with couples and a family
with children. All these valuables sources of information
can be used with all of those who are involved in hotel
industry.
The current study attempts to canonize the factors that
affect the customers’ satisfaction with the three star hotels
in Dubai. As this city is one of top tourist attractions and
annually evidences a large number of travelers, their
experiences with this city hotels can provide us a great
source of information about the customers’ satisfaction
influencing factors. The current study mainly relies on the
customers’ comments on three star hotels.
II. LITERATURE REVIEW
Satisfaction with a product can be taken as the met
expectations of individuals. If there be a balance between
the service quality and the customers’ expectations they
are more likely to be satisfied. Customers’ expectations is
affected by their past experiences and received online
information. If the customers are satisfied with the hotel
services they are more likely to return to the same hotel .
Service quality has been proved to be correlated with
overall guest satisfaction (Stringam, Gerdes, &
Vanleeuwen, 2010; Poon & Low, 2005).
The higher star-rating of a hotel, the greater customers
might be satisfied (Bulchand- Gidumal 2013). Studies
also has showed that men and women might have
different judgments of various aspects of the same
provided services (Suki, 2014). Consumers’ perception
and expectations of service quality are also bound by
cultural background which makes it difficult to set a
universally accepted standard and definition. It has been
also found that travellers of different geographical regions
also might differ in their perception of service quality (
Poon & Low , 2005).
Facilities ( Li, Ye, & Law, 2013) room quietness
(Heung, 2000) , cleanliness and maintenance (Li, Ye, &
2. International Journal of Advanced Engineering, Management and Science (IJAEMS) [Vol-2, Issue-2, Feb- 2016]
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Law 2013), safety and external leisure environments (Lin
et al. 2011) were also proven to affect customers’
satisfaction. In another study Callan and Bowman (2000)
found that ‘value for money’, ‘cleanliness’, ‘comfort of
bedroom’, and ‘politeness of staff’ as the most important
factors that contributed to the efficiency of a hotel.
Service staff plays a major role towards the rating of a
hotel. Helpfulness of the information desk (Heung 2000),
accurate and fast professional service contributes (Lin et
al. 2011) reception services (Li, Ye, & Law 2013) have
been described as positive characteristics of staffs that
affect customers’ satisfaction.
Online reviews play a big role in hotel selection
(Stringam et al. 2010) . Rhee et al. (2013) who analysed
405 reviews from the TripAdvisor website noted that
‘value for money’ and ‘rooms’ are considered as the most
important attributes that contribute to a high overall rating
for hotels. A review of related literature suggests that
‘value for money’, ‘cleanliness’, ‘comfort of beds’,
‘politeness of staff’, and ‘efficiency of service’ and
‘location’ affect the hotel selection among various
travellers (Callan and Bowman 2000).
III. RESEARCH METHODOLOGY
The current study relied on the comments of travelers on
three star hotels of Dubai. Unfortunately the website
doesn’t support online booking from any of hotels in
Iran, so the comments and reviews on these hotels are not
available. On the other hand Dubai has the greatest
number of registered hotels in Agoda website, hence this
city was chosen as case study. The study relied on text
mining and content analysis of over 2500 online traveller
reviews covering 3-star hotels in Dubai. The online
reviews utilized in this study were extracted from the
Agoda.com website (figure 1). The website categorizes
the hotels based on the stars and rankings. The website
provides thec ustomers with information about each hotel,
such as facilities, interior design images and location
(figure 2). Agoda only publishes reviews of a hotel from
travelers who have booked and paid for a reservation and
most probably has stayed in the hotel. The website also
provides databases of customer evaluations of their
experiences of hotels. This study applied content analysis
of the reviews. The collected data was exported into the
Nvivo 7 qualitative data analysis software. The comments
on each hotel were categorized in terms of positive and
negative feedback.
Fig. 1: Agoda, an online hotel reservation website
Fig. 2: Agoda website categorizes hotels based on their
stars and ranking
IV. DATA ANALYSIS
4.1 Met and unmet expectations
As it is known if there is a perceived mismatch between
customer expectations and reality, they might be
dissatisfied. The result of this study revealed
discrepancies between reality and customers expectations.
The difference between the images of room compared to
the actual rooms was unacceptable for customers. On the
other hand when the provided services exceeded their
expectations they were more likely to be satisfied. This
included free drinking wate bottles , coffee, milk, tea,
Wifi, gym and sauna. The customers were also very
pleased when they room were upgraded for free to a better
room out of their expectations as it can be seen in the
comments bellow:
It was the best! Was upgraded to their executive suite
(biggest room) for free!!! For no reason… it was
fantastic!!!
Excellent. This was my second stay here and the staff
upgraded me for free to the Superior Room. It was almost
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the same size as the standard but with a different
configuration and some extra features.
4.2 Employees’ behavior
Hotel reviews sheds light on the behaviours that were
perceived pleasing or unpleasing by hotel customers. The
good and bad experiences that made the travelers write
about. It was mentioned in many cases the front office
male was rude and unsympathetic. Or in the opposite the
staff were polite and helpful. It rises a question that how
did customers came into conclusion about the character
of staffs? This judgment is the result of how many days of
face to face interactions? It is not difficult to guess it is
highly unlikely that in general the customers spend more
than few days to a week in a hotel. Hence these kind of
description of staffs’ behavior reveals an interesting
finding: customers tend to generalize an act or behaviour
of an employee as an indicator of their personality.
In describing behaviours of hotel employees, reviewers
labeled them as “rude” or “polite” “unsympathetic” ,
“unwelcoming or “helpful” “responsive” and “friendly”.
It seems the travelers easily recalled the Staff and
receptionists’ behavior during their arrivals as a great
number of comments were concentrated on this part of
guests’ experience with the hotel. It is interesting to
know, the receptionists’ behavior upon guests’ arrival can
influence their totall perception of the staffs’ hospitality.
Specially the guests appreciated it very much when they
were greeted nicely upon arraival, and experienced a fast
check in. some of the most important comments by the
travelers are mentioned bellow:
Hotel staff are friendly and hospitable
staffs were incredible!
I would like to give 5 stars for the staffs, to the concierge
who took care of our luggage until we were able to check
in and after check out he let us leave our bags in the hotel
Receptionist knows what she's doing.
The staff were all pleasant and helpful
[The] Staff [were] friendly and attentive, quick check
in/check out
The staff are courteous and efficient. They were kind
enough to give me an upgrade and extended check-out
time.
credit goes to the housekeeping whom is so considerate
and given best services.
The staff was a very professional and courteous staff, all
the way from the housekeeping, reception, concierge, up
to the manager.
4.3 Location
The location of the hotels was identified as one of the
most influential factors that affect the reviewers’
satisfaction. In describing the positive attributes of a hotel
location the travellers mostly described the hotel
closeness to public transportation services, the airport,
city centre, mosques, shops, restaurants and tourist
attractions as important. It was also important that the
hotel location was easy to find. These are reflected in the
comments bellow:
My stay was great. It is ideally located to metro bus and
malls. Short distance by taxi to major attractions.
Hotel is near in Iranian hospital so easy to find
The hotel is well situated with many shops behind and the
vibrant electronics market area nearby. No expensive
shopping Mall around: you get real prices here.
centrally located, easy to get transport.
near masjid, easy transport
The beach is only a short walk away and the big Dubai
mall are close by.
excellent hotel, in a good area for cheap shopping and
good restaurants, close to Dubai mall and other shopping
areas
4.4 Food and beverage management
Breakfast was mentioned the most in the reviews as hotel
stays often include complimentary breakfast as part of the
package. Beside the good quality of food the customers
expected in room services.
good breakfast
Good experience in general. The only downside for me
was that they don't serve food at night, except for cold
sandwiches, pastries and Pizzas.
4.5 Cleanliness
Cleanliness was repeatedly mentioned as in the reviewers'
comments. Cleanness of rooms, lobby, café and
restaurant were very appreciated by the customers.
The moment i walked through the door i was happy, it
was nicely decorated, very clean and the staff made me
feel like a VIP.
The hotel was lovely and clean, very high standard for the
budget.
4.6 Facilities
The facility that is deemed as important and contributed
to customer satisfaction was the availability of free wifi
service; the unavailability of free wifi has been reviewed
as a big source of disappointment.
Wifi ia available in rooms now
Free internet is hard to get in Dubai this place has i
everything was good I recommend this hotel it is my 4th
time in that hotel free wifi
4.7 Design and interior
Modern and well decorated, were the most used words to
describe the satisfaction with hotel design and interior.
Hotels that provided customers with rooms with a balcony
and good view were also very satisfactory.
The room was spacious, well laid out and clean.
The decor was bright and modern with all modern
conveniences available
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I'm not sure about whether balconies are available or
not, but my upgraded Superior Room did not have one
nicely decorated
the hotel is nice decorations and the room too nice, the
space in the room is not that much but it's ok.
One thing I might say about this hotel though is, I don't
think they have rooms with balconies, and they are an
anti-smoking eco-hotel. Smokers might have a problem
with that
Like a boutique hotel with modern facilities.
The suit was spacious, clean and well equipped.
Modern, Efficient, Comfortable
V. CONCLUSION
The current study aimed to examine the factors affecting
customers’ satisfaction with three star hotels of Dubai.
Content analysis of collected data revealed that the main
factors affecting the tourists’ satisfaction were hotel
location, food management , cleanliness, facilities, design
and staff behaviors. The study also expanied in detail the
attributres of each category. It suggests architects, hotel
managers and all those who are involved in the hotel
industry must take into account these factors for insuring
customers’ satisfaction. No doubt hotel staff behaviours
have been very important for the customers as well as the
enviroment of hotel. More specificly as the most
audiences of the current paper are architects, it must taken
into account the location of hotel is very important for
travellers. When selecting s site for design of a hotel
clossness to hotel attrcation touris areas, public
transportation and restaurants and shopping centers is
very important. Design of façade and form of hotel must
meet the expectation of visibilty. Most of customers
showed their fuflieed expectation of a hotel design by
describing it with “modern” and well decorated. Further
studies might take this into account and conduct a
qualitative research on provided pictures in the website
and those the reviwers has decribed as modern. In
addition further studies might concentrate on decoration
and style of different hotels based on their ranking and
stars.
VI. REFERENCES
[1] Bulchand-Gidumal, J., Melián-González, S., &
Lopez-Valcarcel, B. G. (2013). A social media
analysis of the contribution of destinations to client
satisfaction with hotels. International Journal of
Hospitality Management, 35, 44– 47.
[2] Callan, R. J., & Bowman, L. (2000). Selecting a hotel
and determining salient quality attributes: a
preliminary study of mature British travellers.
International Journal of tourism research 2(2), 97-
118.
[3] Heung, V. C. S. (2000). Satisfaction levels of
mainland Chinese travelers with Hong Kong hotel
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[4] Lin, C.-N., Tsai, L.-F., Wang, P.-W., Su, W.-J., &
Shaw, J.-C. (2011). Using the Expected Importance
and Perceived Satisfaction of Tourists to Construct
Indicators for Improvement of Resort Hotel Service
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[5] Li, H., Ye, Q., & Law, R. (2013). Determinants of
Customer Satisfaction in the Hotel Industry: An
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[10]Poon, W.-c., & Low, K. L. (2005). Are travellers
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