Abstract
Following the outbreak of the COVID-19 pandemic, it became significant to study how to improve the customer satisfaction for Japanese tourist accommodations for restart and recovery in the future, and in preparation for the 2021 Japan Olympics. Therefore, the current paper attempts to evaluate ryokans through descriptive statistics from a tourism accommodation survey and customer-satisfaction-related comprehensive assessment system for built environment efficiency (CASBEE) importance–performance analysis (IPA). Through three progressive studies, three findings were obtained: (1) ryokans are more flexible than hotels, have strong anti-risk capabilities, and have received more and more attention from tourists and support from the Japanese government; (2) improvement strategies for customer satisfaction after COVID-19 were provided from IPA; and (3) a dynamic evaluation model of green ryokans was discussed and may be employed in other countries and regions experiencing the same situation.
Highlights
In 2003, the SARS crisis created a window of opportunity to change the development of the tourism industry [1]
Some previous studies analyzed the effect of service quality on customer behavioral intentions and customer satisfaction at Sustainability 2021, 13, x FOR PEER REVIEW
Ryokans could play an important role in the restart and recovery of Japanese tourism accommodation
Summary
In 2003, the SARS crisis created a window of opportunity (e.g., green/health physical environment of hotels) to change the development of the tourism industry [1]. The negative impact of COVID-19 on the tourism and hotel industries in Japan and globally is even more serious than that of SARS [2]. After the outbreak of COVID-19, the occupancy rate of ryokans dropped by less than that of hotels. This situation is similar to the health crisis of the nuclear leak in March 2011. Ryokans have received more and more attention from tourists, and more and more support from the Japanese government [3,4]
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