Satisfaction levels of mainland Chinese travelers with Hong Kong hotel services

Abstract

Among all the Asian markets, mainland China was least affected by the economic downturn. It provides a leading source of tourism revenue to Hong Kong. In order to fully capture this market, it is important to satisfy the needs of the mainland Chinese travelers. This study aims to measure the satisfaction levels of Chinese travelers in relation to the hotel services in Hong Kong. The satisfaction levels of the mainland Chinese travelers on 34 hotel service attributes were studied using the disconfirmation paradigm. A total of 203 mainland Chinese travelers were interviewed. The results indicated that mainland Chinese travelers were satisfied with “Availability of personal care amenities”, “Quietness of the room”, “Availability of food and beverage variety” and dissatisfied with “Recreation facilities” “Availability of frequent travelers’ program” and the “Baggage handling service”. Eight dimensions of hotel services were identified. “Service quality and value” and “Augmented product quality” dimensions were found to be more important than others in influencing their overall satisfaction levels and the likelihood of returning to the same hotels. Implications of the findings for hotel operators in Hong Kong were discussed.