Hotel Cleanliness Research Articles

Do guests care more about hotel cleanliness during COVID-19? Understanding factors associated with cleanliness importance of hotel guests

PurposeGrowing health concerns amid the COVID-19 pandemic have led guests to focus on various aspects of hotel cleanliness. This study aims to investigate whether customers’ perceived importance of hotel cleanliness during their stay depends on local pandemic severity and moderators of the pandemic–cleanliness relationship.Design/methodology/approachBased on TripAdvisor data from 26,519 reviews in 2020 for 2,024 hotels across the USA, this study evaluated the importance of hotel cleanliness using the estimated coefficient of the cleanliness score in a regression of overall hotel rating scores.FindingsResults of a multilevel ordered logit model confirmed that a more difficult local pandemic situation rendered cleanliness more important during hotel stays. Additionally, the effect of the pandemic was more pronounced among specific groups: men and travelers with more expertise, and guests staying in hotels without COVID-19 protocols for linen cleaning, with a lower average rating, with a larger size and in a more urbanized location.Originality/valueThis study represents a pioneering effort to assess how pandemics shape people’s (perceived) importance of cleanliness during hotel stays based on revealed data. Despite potential managerial relevance, a number of the moderating variables included in this study, such as traveler expertise and hotel location, have never been studied within the context of cleanliness perceptions during a pandemic.

AN ETNOGRAPHY EXAMINATION OF TRIPADVISOR REVIEWS: A CASE STUDY OF THE ST REGIS HOTEL KUALA LUMPUR

There has been a growing reliance on consumer-generated content as a source of knowledge for hospitality product decision-making. People post their views, ratings, and reviews of products and services on such platforms, and companies and research organizations are interested in analyzing and extracting all of the comments. Hotels must take advantage of online customer review information to better understand their customers and enhance hotel efficiency. However, analyzing guest reviews is challenging as it contains abundant data. Using The St Regis Kuala Lumpur as a case study, the objective of the paper is to 1) profile the online hotel reviews using netnography approach, (2) identify the hotel attributes that guests comment on based on the hotel online reviews and (3) examine the guest satisfaction attitude based on the online hotel reviews. A total of 388 reviews ranging from TripAdvisor were collected. The finding revealed that most hotel guests who left comments were international tourists, couples and left an excellent rating for the hotel. The result shows nine attributes are frequently mentioned; amenities, location, price, service, cleanliness, food and beverages, hotel and room environment. The results also show that guests left positive and negative reviews in a few common categories: hotel cleanliness, hotel environment, and amenities. Among all the attributes, satisfied guests tend to leave positive comments in hotel cleanliness, hotel and room setting, while dissatisfied guests emphasise amenities. The findings from this study make several theoretical and managerial implications regarding identifying hotel attributes that generate guest satisfaction and understanding of satisfied and dissatisfied guests using comments left by guest. The paper concludes with limitations and suggests future research.

Analisis Rating dan Harga Kamar Hotel Bintang Lima di Indonesia

Abstract: Purpose: This study aims to determine and analyze the correlation between hotel ratings and room rates, as well as the differences in hotel ratings room rates among five-star hotels in cities that are popular and visited by many tourists, namely the city of Ubud, Mataram, Surabaya, Medan, Batu and Bantul. Research Methodology: This study uses descriptive research methods with correlational techniques. The test tools used are correlation test and One Way ANOVA test using SPSS software. The sample is 24 hotels. The data used is secondary data obtained directly from the Traveloka application. Results: The results showed that there was a positive and insignificant correlation between ratings and room rates; there is a significant difference among ratings in the cities of Ubud, Mataram, Surabaya, Medan, Batu, and Bantul ; and there is no significant difference among room Rates in Ubud, Mataram, Surabaya, Medan, Batu, and Bantul. Limitation: This study does not use the room rates of all room types, only uses the rates of Deluxe rooms because these types of rooms are owned by all hotels in the population. Contribution: Hotel managers need to improve comfort and service for hotel guests, hotel cleanliness, and food taste because these are factors that determine hotel ratings, and although not significant, these ratings are positively correlated with room rates that customers are willing to pay. Hotel managers with low ratings need to learn from hotels with higher ratings. In Addition, managers need to take advantage of Electronic Word of Mouth (EWOM) such as reviews and ratings to achieve the success of an effective marketing strategy. Keywords: 1. City 2. Rating 3. Room Rates 4. City, Rating, Room Rates, Online Travel Agent

INVESTIGATING IMPACT OF SERVICE AND HYGIENE ON HOTEL REPUTATION DURING THE COVID -19 PANDEMIC : A PERSPECTIVE SIGNALING THEORY

<p>Providing good service to consumers by a company can create customer satisfaction. Two aspects of service quality that play a significant role, in this case, our hotel services and hotel cleanliness. To get around this, entrepreneurs engaged in this field are increasingly competitive in improving service quality, which can meet consumers' needs and desires so that they can compete and develop in competitive conditions. In this study, researchers used the variable dimensions of service quality and hotel cleanliness as The variables that are expected to explain a hotel's good and bad reputation. This study aimed to analyze the effect of hotel services and hotel cleanliness on hotel reputation. This research method is descriptive quantitative with the type of research explanation. This study's population was hotel visitors in Tangerang, with a final sample of 157 respondents selected by the non-probability sampling technique. Methods of data analysis using PLS-SEM. The research shows that the higher the hotel services application will not affect the hotel's reputation during the Covid 19 pandemic. In comparison, the higher the application of hygiene involves the hotel's importance because, during the Covid 19 pandemic, the application of CHSE is the most important in maintaining the reputation of the hotel.</p>Keywords: Hotel Service, Hygiene, Hotel Reputation

ATRIBUT LUXURY HOTEL DI JAKARTA BERDASARKAN ULASAN DIGITAL PADA TRIPADVISOR

This research aims to determine the customer’s satisfaction and dissatisfaction faktor on the luxury hotel in Central Jakarta based on online review at TripAdvisor platform. This research uses qualitative descriptive approach with content analysis. Two objects for this research are Hotel Indonesia Kempinski Jakarta and Keraton at The Plaza Hotel, Jakarta. However, the research samples are 1,229 excellent reviews that represent customer satisfaction and 31 terrible reviews that represent customer dissatisfaction. Findings reveals that room quality valued 17.4% as the determinant faktors of customer satisfaction in the luxury hotel. Room quality are considered as spacious room space, proper amenities, and latest technology equipment such as universal power socket and iPod charging dock. On the other hand, service quality valued 21.15% as the determinant faktors of customer dissatisfaction in the luxury hotel. Service quality are considered as unresponsive employee, lack of employee product knowledge, and unpolite employee. Luxury hotel premises are expected to always maintain hotel cleanliness and professional employee to ensure customer satisfaction. Further research should emphasize on other hotel category and use more online platform to gather more reviews.
 Keywords: Hotel Attributes, Luxury Hotel, Online Review, Satisfaction Factors

Development of Kansei Engineering-Based Method for Service Improvement in Hotel Operations

The purpose of this study is to develop or improve the Kansei engineering-based method for designing service improvement used in previous studies. Kansei engineering can be integrated with other relevant methods or techniques so that a better method can be produced. This study proposes the development of Kansei engineering-based method that is suitable for designing service improvements in hotel operations by integrating Kansei engineering, text mining, service blueprint, SERVQUAL, Kano model, and QFD. Text mining is used to collect Kansei words by utilizing online customer reviews. Service blueprint is used to determine the service attributes, and SERVQUAL to evaluate current service quality. Kano model is used to classify service attributes into Kano categories. QFD is used to determine customer needs and translate these customer needs into technical characteristics and specifications. The method developed in this study was applied in hotel services in Bali. The results of determining service improvement priorities obtained in this study indicate that service improvements should be focused on the hotel technical requirements which consist of hotel cleanliness standards, availability of housekeeping equipment, professional hotel interior and exterior designers, personnel management, general affair management, employee education and training, and customer relationship management. This method has been successfully applied in the hotel sector. In addition to the hotel sector, this method can also be applied in other service sectors.

How Do the Customers Rate the Hotels on Review Sites: Evidence from Hurghada Hotels in Egypt?

The aim of this research is to investigate the customer ratings of hotels on online review sites. Accordingly, the data of this research relied on TripAdvisor's customer ratings of the Hurghada hotels in Egypt. The results revealed that the customer's overall rating of hotels is at a very good level with an average of 4.18 (Std. 0.51). The factors of hotel location (4.18 out of 5), service quality (4.18), value for money (4.18), hotel cleanliness (4.12), and room quality (4) are at a very good level. In addition, the customer's overall rating of hotels is significantly correlated to the hotel’s distance from the city center (r = 0.373), and the number of reviews (r = 0.363) at a significant level of 0.05. Also, the customer's overall rating of hotels significantly varied according to the level of the hotel’s distance from the city center (Mann-Whitney U 1308, Sig. 0.001), and the star rating of hotels (Kruskal–Wallis test 19.496, Sig 0.000). Moreover, the customer's overall rating of hotels does not differ significantly according to the hotel chains (Kruskal–Wallis test 22.11, Sig. 0.076). The regression model between the customer's overall rating of hotels (X) and the customer's rating of hotel location (Y) is as follows: Y = 2.667 + 0.362X. Finally, the implications of this research help marketing managers in the task of customer relationship management

Does hotel cleanliness correlate with surfaces guests contact?

PurposeThis study aims to strengthen implications about hotel cleaning outcomes by comparing guests’ perception of the amount of contact they have with cleanliness of hotel surfaces.Design/methodology/approachThis study used two data-collection methods, a survey and an adenosine triphosphate (ATP) test. Data were collected from recent hotel guests using Amazon Mechanical Turk. Guests were asked to identify hotel surfaces that they touch most frequently. Actual hotel cleanliness was measured using empirical data collected with ATP meters. The two data sets were used to compare guests’ perceptions about the amount of contact they have with actual cleanliness measurements of those hotel surfaces.FindingsThis study found that amount of guest contact was related to cleanliness of surfaces in guestrooms. Significant differences were found in guest perception between high- and low-touch areas and between guestrooms and hotel public areas. More high-touch areas and higher ATP readings were found in guestrooms than in hotel public areas.Originality/valueTo the best of the authors’ knowledge this study is the first to compare guest contact with hotel surfaces to a scientific measure of hotel cleanliness. In addition, this study is unique because it assesses guest contact and cleanliness of public areas to provide a holistic view of hotel-cleaning needs. The study offers industry empirically based results from guest perception and scientifically based data that can be used to improve hotel housekeeping programs.

Hotel cleanliness: will guests pay for enhanced disinfection?

PurposeThis study aims to propose that there may be a marketable segment of guests who are willing to pay a premium for guestrooms that are cleaned using enhanced disinfection techniques beyond the normal room cleaning procedures. Room cleanliness is important to hotel guests. Some hotel brands currently offer allergy-free rooms, charging a premium for this service. However, no hotel brands currently serve the market that is willing to pay more for enhanced disinfection. This exploratory study investigates whether there is such a segment and, if so, what price premium these customers are willing to pay for enhanced disinfection.Design/methodology/approachSurvey methods were used to determine the consumer’s perceptions of hotel guestroom cleanliness; the effectiveness of traditional and enhanced cleaning methods; and willingness to pay for enhanced guestroom disinfection.FindingsYounger travelers and female travelers of all ages may be willing to pay a significant price premium for enhanced disinfection of a hotel guestroom.Research limitations/implicationsThe survey instrument was administered via the Internet, limiting the sample. The study participants were not asked about hotel brand; thus, the results could not be analyzed by brand or service level.Originality/valuePast research focuses only on traditional cleaning methods. This article provides a template for the hotel industry to explore the feasibility of offering enhanced cleanliness as a revenue-generating amenity.

A Study on Physical Environment and Consumers' Repatronage Intention

Chinese hotel industry needs to continue consummation. Especially the physical environment direct or the indirect influence to the consumers has not caused the hotel managers enough attention. Chinese hotel industry also lacks to the physical environment whole perception and the understanding. This paper research purposes are: how through that improve the hotel physical hotels. And what's disparities between the Chinese hotel industry in the physical environment and the Western developed country, how needs to improve and so on. Therefore, this paper has mainly studied and analysis the hotel atmosphere, the hotel facility, the hotel cleanliness, the hotel position, customers' overall satisfaction, the repatronage which independent effect, relations and the importance of them in Chinese hotel industry. This paper have made 5 hypotheses to relations of the hotel atmosphere, the hotel facility, the hotel cleanliness, the hotel position and customer's overall satisfaction, the repatronage. We have carried on the questionnaire survey to four hotels, altogether send out to the 250 questionnaires, and have received 202 questionnaires. Through after these analyses, the 1 hypothesis cannot have the data support. Therefore, the conclusions are: the first, the good hotel atmosphere has the positive influence to the consumer overall perception; the second, the higher hotel cleanliness has the positive influence to the consumer overall perception; the third, the convenience hotel position has the positive influence to consumer's perception; the fourth, the consumers' higher overall satisfaction has the positive influence to consumer's repatronage. But the influence of the higher hotel facility to consumers' perception cannot have the enough support from the data.

Hotel cleanliness—how do guests view it? Let us get specific. A New Zealand study

It is of extreme importance for hotels and other accommodation providers to understand the factors that influence the selection of accommodation. There have been a number of research projects which have investigated this question, with many finding that cleanliness is the most import important of the factors affecting selection of accommodation. However, a review of previous research indicates the research has stopped at that point. This paper looks at specific areas for cleanliness (the ‘toilet’, the ‘shower cubicle floor’, ‘bed linen, etc.) and in so doing, takes the question of accommodation cleanliness a step further. A survey was conducted in New Zealand which resulted in 412 usable responses. It found that for many of the critical areas of accommodation guest expectations were not being met, with particular evidence around the area of the bathroom and toilet. The results give accommodation management specific direction pertaining to cleanliness and guest expectation, indicating that there is a significant difference between performance and importance in some areas where results show expectations to be higher than performance. It is also revealed that there is statistically significant difference between the importance rating of females and males, with females rating almost all areas higher in importance, while there was almost no gender difference in the rating of performance.

Analysis of Female Business Travelers' Selection of Lodging Accommodations

The results of this study should impress upon the lodging industry that female business travelers want to stay in quality lodging operations that are managed with the guests' comfort, safety and satisfaction as a priority. The differences in female business travelers' selection of lodging accommodations were investigated. Ten different factor-stable dimensions were found. The results indicated the COMFORT factor, (cleanliness of hotel, well-maintained furnishings, comfortable mattress and pillows), and friendly service of hotel staff explained the majority of the total variance. MANOVA and ONE-WAY analysis of variance indicated that travelers' selections differed on socio-demo-graphic and travel-related variables as they related to the factor dimensions. The study supports findings from previous studies of business travelers and also presents new findings based on a national sample of female business executives.