Hotel Selection Criteria and Satisfaction Levels of the Chinese Business Traveler

Abstract

With strong growth evident in the business travel market in China, understanding the factors that influence the Chinese business travelers' hotel selection process is critically important. While research already exists about how business travelers in general select a hotel property, previous studies have focused primarily on European or Western markets. Due to a lack of research focusing specifically on the needs and satisfaction levels of the Chinese business traveler, this research aims to identify the most important issues considered by this market when selecting a hotel. Based on a survey of members of a Chinese business association, the results suggest that Chinese business travelers place strong emphasis on front desk services when choosing a hotel. In terms of factors that influence their overall satisfaction with business hotels in China, the study finds that common facilities contribute the most to Chinese business travelers' overall satisfaction of hotels. 商务旅游市场在中国呈现高速增长，因此有必要了解影响中国商务旅客筛选酒店过程的因素。虽然现有的文献对一般商务旅客如何筛选酒店已进行过研究，但主要集中研究欧洲或西方市场，针对中国商务旅客需要和满意度的研究却很缺乏。因此，本文的目的是确定这个市场在选择酒店时所考虑的最重要的因素。中国商会会员的问卷调查结果显示，中国商务旅客选择酒店时十分强调前台服务的重要性。研究发现，客房设备是影响中国商务旅客对商务酒店整体满意度的最重要因素。