Investigating the accessibility factors affecting hotel satisfaction of people with physical disabilities

Abstract

People with physical disabilities (PwPD) have various incompacities, use different assistive devices and can encounter many barriers in hotels. The purpose of this study is to examine the effects of accessibility, disability types and forms of assistive devices on the hotel satisfaction of PwPD. A survey was conducted among PwPD who use mobility devices. Factor analysis revealed five accessibility dimensions: accessibility of public areas, rooms, recreation and other areas, baths in rooms, and food and beverage areas. Accessibility dimensions, disability types and forms of assistive devices had significant impact on the hotel satisfaction while accessibility of public, recreation and other areas, and baths in rooms were the strongest predictors of the satisfaction. People with acquired physical disabilities, powerchair and wheelchair users were the most disadvantaged group in hotels. Hotel satisfaction of PwPD is directly related to the accessibility of hotels. Insufficient and inaccessible areas have negative effect on this satisfaction.