Room occupancy rate is a key indicator of star-rated hotel management quality. This paper takes Cobb-Douglas production function as the theoretical framework. Spatial Moran index of autocorrelation, Spatial Lag Model(...Room occupancy rate is a key indicator of star-rated hotel management quality. This paper takes Cobb-Douglas production function as the theoretical framework. Spatial Moran index of autocorrelation, Spatial Lag Model(SLM) and Spatial Error Model(SEM) are used to analyze the star-rated hotels labor productivity of 31 provincial regions in China's Mainland based on the star-rated hotels statistical data of year 2016. The spatial correlation and spatial difference of the star-rated hotels labor productivity is discussed. This paper studies the impact of three factors on spatial characteristics of star-rated hotels labor productivity in China's Mainland. The econometric estimation results show that:(1) Star-rated hotels labor productivity present significant spatial dependence and spatial difference in China's Mainland.(2) The estimation results of Ordinary least Squares(OLS) are reliable.(3) The reliability of the results obtained by the Spatial Error Model(SEM) analysis is the highest, and has a stronger explanatory power to the spatial relationship of star-rated hotels labor productivity in China's Mainland. The average room occupancy rate has more influence on the labor productivity of the provincial star-rated hotels than the impact of capital and labor.展开更多
Recent years have witnessed a rapid development of star-rated hotels in China, especially high- end star-rated hotels. Consequently, there are now approximately12 000 hotels in China. One bottleneck within the industr...Recent years have witnessed a rapid development of star-rated hotels in China, especially high- end star-rated hotels. Consequently, there are now approximately12 000 hotels in China. One bottleneck within the industry is its huge energy consumption and carbon emissions, but the development of a comprehensive energy consumption assessment has lagged. Here, a comprehensive energy consumption and carbon emission model suitable for hospitality is established, using comprehensive data collected for hotels over six years and with reference to general international methods, decomposition analysis methods as recommended by the IPCC, and related standards in China. Our study shows that the maximum comparable unit energy consumption per building area among four- and five-star hotels is 73.26 kg ce m-2 y-l. Through energy-saving reconstruction, the comprehensive energy consumption of five-star hotels has declined by 4.1% in six years and is smaller than the advanced comparable value of 55 kg ce m2 y4. The comparable unit energy consumption per area building of most two- and three-star hotels （53 kg ce m2 y-l） is higher than the reasonable value. There are large numbers of hotels of this type in China and the potential energy savings are huge. Analyzing factors of energy consumption, we found that indirect carbon emissions from electricity usage are the most significant. From an energy consumption structural perspective, Heating, Ventilation and Air Conditioning （HVAC） System accounts for most energy consumption. This research provides a foundation for further examination of energy-savings, emission reduction plans and Monitoring Reporting Verification （MRV） in the hospitality sector.展开更多
Taking the Hotel Indigo Shanghai on the Bund as an example,this paper explores the localization of international high-end boutique hotels in China by using the methods of literature research and case study.The results...Taking the Hotel Indigo Shanghai on the Bund as an example,this paper explores the localization of international high-end boutique hotels in China by using the methods of literature research and case study.The results show that the localization of international high-end boutique hotels is embodied in brand building,spatial layout,service design and cultural activity planning,and that the perfect integration of international brand concept and local culture is an important factor for its success in the Chinese market.The research aims to provide reference for promoting the in-depth development and integration of international high-end boutique hotels in the Chinese market and the localization process of state-owned high-end boutique hotels in the future host country.展开更多
This paper applies conflict management theory to study customer conflicts in budget hotels.Utilizing investigations and data analysis from budget hotels in Guilin,Guangxi Province,China,it identifies the factors that ...This paper applies conflict management theory to study customer conflicts in budget hotels.Utilizing investigations and data analysis from budget hotels in Guilin,Guangxi Province,China,it identifies the factors that influence the formation of customer conflicts and describes the characteristics of each stage in the development process,as well as the dual role of the conflicts.The paper also presents strategies for managing the transition from non-confrontational to confrontational conflicts.展开更多
Climate change and global warming have been identified as major threats to the development of South Sudan due to greenhouse gases (GHGs) emission responsible for the rising temperatures and erosion of existing ecosyst...Climate change and global warming have been identified as major threats to the development of South Sudan due to greenhouse gases (GHGs) emission responsible for the rising temperatures and erosion of existing ecosystem services that support local livelihoods. Mitigating GHGs emissions has become an urgent global policy trajectory with countries acceding to related Treaties and setting national targets. Despite having submitted its initial communications to the United Nations Framework Convention on Climate Change (UNFCCC), outlining specific sectors for GHGs reduction, the rapidly growing hotel industry has not been identified among the sectors and no GHGs emission reporting has been undertaken. Therefore, this study aimed to assess, quantify and report on the GHGs emission potential of the hotel industry in Juba-South Sudan, examine existing GHGs emission reporting mechanisms and propose a reporting framework. Using a standard quantitative methodology, the carbon footprint of twenty-seven hotels was assessed. The results showed that the hotel industry is one of the leading emitters of GHGs emission amounting to 14,624.9-ton CO<sub>2</sub>eq/year. The study also found no existing GHGs reporting systems in South Sudan and proposed a reporting framework and identified potential emissions reduction strategies for the hotel industry to deal with climate change and carbon emission issues of the hospitality industry. It recommends that further research be initiated to 1) assess the applicability of the identified strategies in the context of South Sudan and 2) to quantify GHGs emissions from cooling appliance within the hospitality industry as well as emissions from other growing sectors like the transportation.展开更多
For years, the hotel industry has been a dominant contributor in many economies by employing thousands of people and generating huge revenue annually and is currently the fastest growing economic sector in the world. ...For years, the hotel industry has been a dominant contributor in many economies by employing thousands of people and generating huge revenue annually and is currently the fastest growing economic sector in the world. This incredible success is largely attributed to the adoption of information and communication technology （ICT）. Research has demonstrated that ICT adoption is a key influencing factor in enhancing hotel performance at both the strategic and operational levels. However, there is an appeal in the literature for more studies to evaluate the relationship between ICT adoption and hotel performance in developing countries. As a result, this conceptual paper is proposing a research model to evaluate the impact of ICT adoption on the performance of Jamaican hotels. It is hoped that future research will validate the proposed research model, which by extension can provide useful insights to hotel managers regarding the ICT services with the greatest influence on hotel performance.展开更多
This study assesses the implementation of energy conservation opportunities in four-star and five-star hotels in Nairobi. The Covid-19 pandemic had a significant impact on the Hospitality Industry. Currently, there is...This study assesses the implementation of energy conservation opportunities in four-star and five-star hotels in Nairobi. The Covid-19 pandemic had a significant impact on the Hospitality Industry. Currently, there is a growing inclination to furnish vips with superior and sustainable services in an energy-efficient and eco-friendly way. Comprehensive research was conducted from energy audits gathered from the establishments and contracted auditing companies, on top of this, hotel staff were given digital questionnaires. To add to the data, the researcher surveyed the hotels with engineering managers. The Energy Audits found that all 10 hotels had adopted Energy Conservation Opportunities (ECOs). After further analysis, the mean adoption rate of Energy Conservation Opportunities (ECOs) during the past three years was 55.83%, which was below the aim of 100%. According to studies, hotel staff manages energy to cut costs. The researcher found that hotels use up a lot of energy. However, they have conservation potential, depending on government policies, costs, ease of implementation, and management commitment to sustainable practices. Essentially, Energy Conservation Opportunities (ECOs) reduce energy expenditures and boost reliable revenues, especially during high energy prices and uncertainty.展开更多
Name 1. SHERATON TIANJIN HOTEL 2. HYATT HOTEL TIANJIN 3. THE CRYSTAL PALACE HOTEL TIANJIN 4. NEW WORLD ASTOR HOTEL TIANJIN 5. TIANJIN INTERNATIONAL BUILDING 6. TIANJIN FRIENDSHIP HOTEL 7. TIANJIN VIEW
This paper examines service failures in 3- to 5-star hotels in the Accra Metropolis in Ghana. The objectives of the research were to ascertain the categories of service failures commonly experienced by vips and asse...This paper examines service failures in 3- to 5-star hotels in the Accra Metropolis in Ghana. The objectives of the research were to ascertain the categories of service failures commonly experienced by vips and assess vips＇ level of dissatisfaction with the service failures. Descriptive survey design using critical incident questionnaires （CIQ） was used to collect data from a purposive sample of 174 vips who experienced service failures in ten 3- to 5-star hotels. The data were analyzed using SPSS. The most dominant service failures experienced by vips were service system failures, such as unavailable/irregular service and defective products, occurring mostly in the housekeeping departments. With the revelation of potential service failures experienced by vips and their effect on vips, this study offers suggestions to managers to revamp some policies to curtail some service failures and improve service delivery. This study contributes to the literature on service failure in the context of a developing country.展开更多
Using meteorological data of Anhui Meteorological Bureau,based on the multi-level fuzzy comprehensive analysis method,this paper preliminarily explores the main types and various influencing factors of regional meteor...Using meteorological data of Anhui Meteorological Bureau,based on the multi-level fuzzy comprehensive analysis method,this paper preliminarily explores the main types and various influencing factors of regional meteorological disasters related to hotel buildings in the Dabie Mountain Scenic Area,and puts forward suggestions on how to deal with the risk of meteorological disasters in the scenic area,in order to provide a better understanding of the Dabie Mountains.It provides a theoretical basis for better response to meteorological disaster decision-making in the development of the scenic spot,and also hopes to provide reference for other Dabie Mountain scenic spots in Hubei and Henan.The research results show that the main types of meteorological disasters faced by hotel buildings in the Dabie Mountain Scenic Area are:rainstorm,thunder and lightning,heavy fog,and snow disaster.The occurrence frequency of various disasters is higher than that of the plains,and the intensity is higher.Due to the high altitude of the hotel buildings,the soil resistivity has obvious mutation or stratification.The terrain surrounded by mountains on three sides often becomes a good conductor of lightning,and the risk of lightning strikes is high,and the lighting weather is frequent.The Dabie Mountain Scenic Area is prone to heavy fog,frost,snow disaster and other weather due to its high altitude,high air humidity and low temperature.Hotels in the Dabie Mountain Scenic Area should effectively deal with meteorological disasters and reduce losses by formulating disaster prevention plans,strengthening lightning protection engineering measures for hotel buildings,and regularly testing and maintaining the lightning protection devices installed in hotels.展开更多
Budget hotels, as an emerging hotel model, were started and attained a rapid development in China in the last ten years, and have proven to be important part of China抯 hotel industry. As competitions in the hotel ind...Budget hotels, as an emerging hotel model, were started and attained a rapid development in China in the last ten years, and have proven to be important part of China抯 hotel industry. As competitions in the hotel industry become increasingly fiercer, budget hotel brands launch a fight for seizing more market share. Therefore, it is necessary for Xuchang Jinjiang INN as a famous hotel brand to be distinguished from the hotel product strategies of the developed economic areas in the development environment of the small and medium-sized tourism cities, so as to adapt to the characteristics of regional market.展开更多
Hospitality industry and hotels are considered to waste a lot of food.This research aims to focus on food waste management in luxury hotels by investigating three luxury hotels in Budapest(Hungary).The investigation f...Hospitality industry and hotels are considered to waste a lot of food.This research aims to focus on food waste management in luxury hotels by investigating three luxury hotels in Budapest(Hungary).The investigation focuses on qualitative methods,eleven interviews and observations were made from September to December 2018.Results show that in luxury hotels the main challenge is to ensure the correct balance between 5*experience and minimizing food waste.It was found that kitchen,breakfast open-buffet and staff canteen are among the leading causes of food waste,generating even higher food waste compared to conferences,banquets,orála carte options.While a broad range of practices exist that are believed to minimize the food waste of buffets,most of the luxury hotels are only implementing a small ratio of such practices and are only in the beginning of the planning phase to expand their practices in this regard.展开更多
Customer satisfaction and customer loyalty are considered as a confirmation of remarkable service provision towards the customers.The formation of both constructs is viewed as a vital element which leads to the reinfo...Customer satisfaction and customer loyalty are considered as a confirmation of remarkable service provision towards the customers.The formation of both constructs is viewed as a vital element which leads to the reinforcement of competitive advantage for the hotels.Various academic viewpoints are available concerning the constructs of customer satisfaction and loyalty;nevertheless,most of them indicate an opposition towards their correlation.The aim of this research was to investigate the factors that reinforce the satisfaction and loyalty levels of resort tourists and identify whether or not the two constructs are interrelated.A quantitative research methodology was applied,with the use of close-ended paper questionnaires,which were administered to international tourists staying in resort hotels in the Municipality of Hersonissos,one of the most popular tourist destinations in northern Crete.Findings confirmed a positive correlation between customer satisfaction and customer loyalty.Data also showed that food and beverage quality,location and price are considered as the most significant factors that enhance satisfaction levels,whereas emotional experiences,loyalty programs,customer service quality,and customer satisfaction were identified to have a significant impact on the formation of customer loyalty.展开更多
Millennials have a high spending power toward travel and therefore,the boutique budget hotel sector has been rapidly developing to attract this target market.However,there is not much information on what Millennials f...Millennials have a high spending power toward travel and therefore,the boutique budget hotel sector has been rapidly developing to attract this target market.However,there is not much information on what Millennials find important in service quality at these hotels,due to which it is pertinent for hoteliers to research and understand their behavior to cater to them accordingly.Therefore,this research investigates which service quality attributes Millennials find the most important in boutique budget hotels.This exploratory study reviews past literature and issuing questionnaire surveys for Millennials.This study explores the service quality dimensions within boutique budget hotels and how the dimensions further influence customer satisfaction and customer loyalty.The results obtained from the exploratory factor analysis revealed five dimensions of service quality,namely,hotel experience,staff experience,device experience,visual appeal perception,and wireless connection.Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant positive influence on customer satisfaction and customer loyal.展开更多
基金Sponsored by Humanity and Social Science Youth Foundation of Ministry of Education of China(17YJCZH197)
文摘Room occupancy rate is a key indicator of star-rated hotel management quality. This paper takes Cobb-Douglas production function as the theoretical framework. Spatial Moran index of autocorrelation, Spatial Lag Model(SLM) and Spatial Error Model(SEM) are used to analyze the star-rated hotels labor productivity of 31 provincial regions in China's Mainland based on the star-rated hotels statistical data of year 2016. The spatial correlation and spatial difference of the star-rated hotels labor productivity is discussed. This paper studies the impact of three factors on spatial characteristics of star-rated hotels labor productivity in China's Mainland. The econometric estimation results show that:(1) Star-rated hotels labor productivity present significant spatial dependence and spatial difference in China's Mainland.(2) The estimation results of Ordinary least Squares(OLS) are reliable.(3) The reliability of the results obtained by the Spatial Error Model(SEM) analysis is the highest, and has a stronger explanatory power to the spatial relationship of star-rated hotels labor productivity in China's Mainland. The average room occupancy rate has more influence on the labor productivity of the provincial star-rated hotels than the impact of capital and labor.
基金Key Discipline Project of Shanghai Municipal Education Commission(No.J50402)Key Research of Shanghai Institute of Tourism(No.RS2015-B3)
文摘Recent years have witnessed a rapid development of star-rated hotels in China, especially high- end star-rated hotels. Consequently, there are now approximately12 000 hotels in China. One bottleneck within the industry is its huge energy consumption and carbon emissions, but the development of a comprehensive energy consumption assessment has lagged. Here, a comprehensive energy consumption and carbon emission model suitable for hospitality is established, using comprehensive data collected for hotels over six years and with reference to general international methods, decomposition analysis methods as recommended by the IPCC, and related standards in China. Our study shows that the maximum comparable unit energy consumption per building area among four- and five-star hotels is 73.26 kg ce m-2 y-l. Through energy-saving reconstruction, the comprehensive energy consumption of five-star hotels has declined by 4.1% in six years and is smaller than the advanced comparable value of 55 kg ce m2 y4. The comparable unit energy consumption per area building of most two- and three-star hotels （53 kg ce m2 y-l） is higher than the reasonable value. There are large numbers of hotels of this type in China and the potential energy savings are huge. Analyzing factors of energy consumption, we found that indirect carbon emissions from electricity usage are the most significant. From an energy consumption structural perspective, Heating, Ventilation and Air Conditioning （HVAC） System accounts for most energy consumption. This research provides a foundation for further examination of energy-savings, emission reduction plans and Monitoring Reporting Verification （MRV） in the hospitality sector.
基金Sponsored by application research project of social sciences of Jiangsu Province(24SZC-117).
文摘Taking the Hotel Indigo Shanghai on the Bund as an example,this paper explores the localization of international high-end boutique hotels in China by using the methods of literature research and case study.The results show that the localization of international high-end boutique hotels is embodied in brand building,spatial layout,service design and cultural activity planning,and that the perfect integration of international brand concept and local culture is an important factor for its success in the Chinese market.The research aims to provide reference for promoting the in-depth development and integration of international high-end boutique hotels in the Chinese market and the localization process of state-owned high-end boutique hotels in the future host country.
文摘This paper applies conflict management theory to study customer conflicts in budget hotels.Utilizing investigations and data analysis from budget hotels in Guilin,Guangxi Province,China,it identifies the factors that influence the formation of customer conflicts and describes the characteristics of each stage in the development process,as well as the dual role of the conflicts.The paper also presents strategies for managing the transition from non-confrontational to confrontational conflicts.
文摘Climate change and global warming have been identified as major threats to the development of South Sudan due to greenhouse gases (GHGs) emission responsible for the rising temperatures and erosion of existing ecosystem services that support local livelihoods. Mitigating GHGs emissions has become an urgent global policy trajectory with countries acceding to related Treaties and setting national targets. Despite having submitted its initial communications to the United Nations Framework Convention on Climate Change (UNFCCC), outlining specific sectors for GHGs reduction, the rapidly growing hotel industry has not been identified among the sectors and no GHGs emission reporting has been undertaken. Therefore, this study aimed to assess, quantify and report on the GHGs emission potential of the hotel industry in Juba-South Sudan, examine existing GHGs emission reporting mechanisms and propose a reporting framework. Using a standard quantitative methodology, the carbon footprint of twenty-seven hotels was assessed. The results showed that the hotel industry is one of the leading emitters of GHGs emission amounting to 14,624.9-ton CO<sub>2</sub>eq/year. The study also found no existing GHGs reporting systems in South Sudan and proposed a reporting framework and identified potential emissions reduction strategies for the hotel industry to deal with climate change and carbon emission issues of the hospitality industry. It recommends that further research be initiated to 1) assess the applicability of the identified strategies in the context of South Sudan and 2) to quantify GHGs emissions from cooling appliance within the hospitality industry as well as emissions from other growing sectors like the transportation.
文摘For years, the hotel industry has been a dominant contributor in many economies by employing thousands of people and generating huge revenue annually and is currently the fastest growing economic sector in the world. This incredible success is largely attributed to the adoption of information and communication technology （ICT）. Research has demonstrated that ICT adoption is a key influencing factor in enhancing hotel performance at both the strategic and operational levels. However, there is an appeal in the literature for more studies to evaluate the relationship between ICT adoption and hotel performance in developing countries. As a result, this conceptual paper is proposing a research model to evaluate the impact of ICT adoption on the performance of Jamaican hotels. It is hoped that future research will validate the proposed research model, which by extension can provide useful insights to hotel managers regarding the ICT services with the greatest influence on hotel performance.
文摘This study assesses the implementation of energy conservation opportunities in four-star and five-star hotels in Nairobi. The Covid-19 pandemic had a significant impact on the Hospitality Industry. Currently, there is a growing inclination to furnish vips with superior and sustainable services in an energy-efficient and eco-friendly way. Comprehensive research was conducted from energy audits gathered from the establishments and contracted auditing companies, on top of this, hotel staff were given digital questionnaires. To add to the data, the researcher surveyed the hotels with engineering managers. The Energy Audits found that all 10 hotels had adopted Energy Conservation Opportunities (ECOs). After further analysis, the mean adoption rate of Energy Conservation Opportunities (ECOs) during the past three years was 55.83%, which was below the aim of 100%. According to studies, hotel staff manages energy to cut costs. The researcher found that hotels use up a lot of energy. However, they have conservation potential, depending on government policies, costs, ease of implementation, and management commitment to sustainable practices. Essentially, Energy Conservation Opportunities (ECOs) reduce energy expenditures and boost reliable revenues, especially during high energy prices and uncertainty.
文摘Name 1. SHERATON TIANJIN HOTEL 2. HYATT HOTEL TIANJIN 3. THE CRYSTAL PALACE HOTEL TIANJIN 4. NEW WORLD ASTOR HOTEL TIANJIN 5. TIANJIN INTERNATIONAL BUILDING 6. TIANJIN FRIENDSHIP HOTEL 7. TIANJIN VIEW
文摘This paper examines service failures in 3- to 5-star hotels in the Accra Metropolis in Ghana. The objectives of the research were to ascertain the categories of service failures commonly experienced by vips and assess vips＇ level of dissatisfaction with the service failures. Descriptive survey design using critical incident questionnaires （CIQ） was used to collect data from a purposive sample of 174 vips who experienced service failures in ten 3- to 5-star hotels. The data were analyzed using SPSS. The most dominant service failures experienced by vips were service system failures, such as unavailable/irregular service and defective products, occurring mostly in the housekeeping departments. With the revelation of potential service failures experienced by vips and their effect on vips, this study offers suggestions to managers to revamp some policies to curtail some service failures and improve service delivery. This study contributes to the literature on service failure in the context of a developing country.
基金Supported by High-level Talent Scientific Research Start-up Project of West Anhui University,China(WGKQ2021045)。
文摘Using meteorological data of Anhui Meteorological Bureau,based on the multi-level fuzzy comprehensive analysis method,this paper preliminarily explores the main types and various influencing factors of regional meteorological disasters related to hotel buildings in the Dabie Mountain Scenic Area,and puts forward suggestions on how to deal with the risk of meteorological disasters in the scenic area,in order to provide a better understanding of the Dabie Mountains.It provides a theoretical basis for better response to meteorological disaster decision-making in the development of the scenic spot,and also hopes to provide reference for other Dabie Mountain scenic spots in Hubei and Henan.The research results show that the main types of meteorological disasters faced by hotel buildings in the Dabie Mountain Scenic Area are:rainstorm,thunder and lightning,heavy fog,and snow disaster.The occurrence frequency of various disasters is higher than that of the plains,and the intensity is higher.Due to the high altitude of the hotel buildings,the soil resistivity has obvious mutation or stratification.The terrain surrounded by mountains on three sides often becomes a good conductor of lightning,and the risk of lightning strikes is high,and the lighting weather is frequent.The Dabie Mountain Scenic Area is prone to heavy fog,frost,snow disaster and other weather due to its high altitude,high air humidity and low temperature.Hotels in the Dabie Mountain Scenic Area should effectively deal with meteorological disasters and reduce losses by formulating disaster prevention plans,strengthening lightning protection engineering measures for hotel buildings,and regularly testing and maintaining the lightning protection devices installed in hotels.
文摘Budget hotels, as an emerging hotel model, were started and attained a rapid development in China in the last ten years, and have proven to be important part of China抯 hotel industry. As competitions in the hotel industry become increasingly fiercer, budget hotel brands launch a fight for seizing more market share. Therefore, it is necessary for Xuchang Jinjiang INN as a famous hotel brand to be distinguished from the hotel product strategies of the developed economic areas in the development environment of the small and medium-sized tourism cities, so as to adapt to the characteristics of regional market.
文摘Hospitality industry and hotels are considered to waste a lot of food.This research aims to focus on food waste management in luxury hotels by investigating three luxury hotels in Budapest(Hungary).The investigation focuses on qualitative methods,eleven interviews and observations were made from September to December 2018.Results show that in luxury hotels the main challenge is to ensure the correct balance between 5*experience and minimizing food waste.It was found that kitchen,breakfast open-buffet and staff canteen are among the leading causes of food waste,generating even higher food waste compared to conferences,banquets,orála carte options.While a broad range of practices exist that are believed to minimize the food waste of buffets,most of the luxury hotels are only implementing a small ratio of such practices and are only in the beginning of the planning phase to expand their practices in this regard.
文摘Customer satisfaction and customer loyalty are considered as a confirmation of remarkable service provision towards the customers.The formation of both constructs is viewed as a vital element which leads to the reinforcement of competitive advantage for the hotels.Various academic viewpoints are available concerning the constructs of customer satisfaction and loyalty;nevertheless,most of them indicate an opposition towards their correlation.The aim of this research was to investigate the factors that reinforce the satisfaction and loyalty levels of resort tourists and identify whether or not the two constructs are interrelated.A quantitative research methodology was applied,with the use of close-ended paper questionnaires,which were administered to international tourists staying in resort hotels in the Municipality of Hersonissos,one of the most popular tourist destinations in northern Crete.Findings confirmed a positive correlation between customer satisfaction and customer loyalty.Data also showed that food and beverage quality,location and price are considered as the most significant factors that enhance satisfaction levels,whereas emotional experiences,loyalty programs,customer service quality,and customer satisfaction were identified to have a significant impact on the formation of customer loyalty.
文摘Millennials have a high spending power toward travel and therefore,the boutique budget hotel sector has been rapidly developing to attract this target market.However,there is not much information on what Millennials find important in service quality at these hotels,due to which it is pertinent for hoteliers to research and understand their behavior to cater to them accordingly.Therefore,this research investigates which service quality attributes Millennials find the most important in boutique budget hotels.This exploratory study reviews past literature and issuing questionnaire surveys for Millennials.This study explores the service quality dimensions within boutique budget hotels and how the dimensions further influence customer satisfaction and customer loyalty.The results obtained from the exploratory factor analysis revealed five dimensions of service quality,namely,hotel experience,staff experience,device experience,visual appeal perception,and wireless connection.Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant positive influence on customer satisfaction and customer loyal.
