Antecedents of Business Travelers’ Satisfaction

Abstract

The concept of business travelers’ satisfaction is acknowledged as the most important component to the success of hoteliers around the globe. Yet, the extant literature is largely focused on the context of Western countries. A better awareness of business travelers’ satisfaction in non-Western countries could help scholars and hoteliers to understand the full picture of business travelers’ satisfaction. This study, therefore, investigates and discusses the antecedents of business traveler’s satisfaction in Latin America, specifically Panama. A total of 216 business travelers’ reviews and feedback on the TripAdvisor website were reviewed and content analyzed. The findings suggest that physical hotel facilities, bedroom attributes, hotel facilities, staff attributes, restaurant attributes, hotel location, and price factors are responsible for generating business travelers’ satisfaction in the Panamanian context. Limitations of this study and the avenues for future study are also discussed.