Guest Satisfaction Research Articles

Co-designing carbon label interventions in restaurants: insights from a field experiment in a tourism destination

ABSTRACT Food consumption accounts for a third of global greenhouse gas emissions in developed countries, with the hospitality industry, including restaurants, playing a significant role. While behavioural interventions show promise in promoting climate-friendly food choices, their implementation in hospitality operations poses significant challenges. This study integrates the operational perspectives of managers and staff with consumer behaviour insights to provide a more holistic understanding of intervention design in real-world hospitality settings. Through workshops with staff at an à la carte restaurant in a Swedish tourist destination, we co-designed a carbon label intervention and tested it in a field experiment. While the overall effect on consumer choice was limited, a substitution from high – to medium-emission dishes was observed. Moreover, our research offers a framework and practical insights for collaboratively designing behavioural interventions in hospitality. The study underscores the importance of staff engagement, guest satisfaction, and the need for ongoing adaptation in intervention design.

The non-linear price effect on guest satisfaction of the Michelin-starred restaurants

ABSTRACT Existing studies on the price–satisfaction relationship in the tourism industry are limited, particularly those examining the causality in the restaurant industry. This study examines the effect of price on guest satisfaction based on a sample of 439 customers in 8 Taiwanese Michelin-starred restaurants during the period of January 2022 to April 2022. Theories suggest two opposite price effects on satisfaction: the positive price effect represents the signal of expected quality while the negative price effect is associated with the guests’ perception of sacrifice. The empirical results indicate an inverted U-shaped impact of the restaurant price on food satisfaction but the price does not affect service and physical environment satisfaction. Moreover, the restaurant price–food satisfaction relationship could be affected by the moderating influence of the star rating system to become a U-shaped function (for one-starred restaurants).

An online review on customer satisfaction of mid-to-high-end health and wellness hotels in China

The rapid development of information technology has enabled the collection of online review data, which provides a more precise representation of hotel guest satisfaction. It is crucial to investigate the factors that impact hotel guest satisfaction as identified through online review content. This study will examine relevant scholarly literature on online reviews and concentrate on 50 mid-to-high-end health and wellness hotels in China. Python is utilized to crawl the online review database, and a comprehensive analysis is conducted on the semantic keywords and categories present in customer online review statements. Service, traffic, catering, and other variables are identified as determinants of customer satisfaction in mid-to-high-end health and wellness hotels through factor analysis. This article will propose specific measures and recommendations to improve customer satisfaction in health and wellness hotels, attract more customers, and contribute to the sustainable development of the industry.

Predicting guest satisfaction and willingness to pay premium prices for green hotels

Green transformation in the hotel industry represents an undeniable trend yet poses financial challenges, particularly in emerging economies. Expanding on the service quality-satisfaction-behavioral intention paradigm, this study investigates the influences of green emotional attachment, attitude towards green hotels, green image, green practice performance, word-of-mouth, guest satisfaction, functional value, and green experiential loyalty on green hotel premium payment. We collected 573 data points from China using purposive sampling. Partial least squares structural equation modeling was used to analyze the data. The findings revealed the positive effect of attitudes towards green hotels and green practices on guest satisfaction. The findings confirmed a positive correlation between guest satisfaction and willingness to pay a premium price for green hotels. This study also confirms the moderating effect of green experiential loyalty. Moreover, it recognizes gender, age, and income as partial moderating factors. These findings offer valuable insights into green hotel consumption research and assist practitioners in enhancing guest willingness to pay premiums and fostering sustainable industry development. The active implementation of strategies to boost guest satisfaction and willingness to pay premiums can further environmental conservation and support zero-carbon goals in the hospitality sector.

Role of Technological Advancements on Customer Satisfaction in Japan’s Hospitality

Purpose: The aim of the study was to analyze the role of technological advancements on customer satisfaction in Japan’s hospitality. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: Technological advancements have significantly enhanced customer satisfaction in Japan’s hospitality industry by improving service efficiency, personalization, and overall guest experience. Innovations such as AI-driven customer service robots, automated check-in systems, and smart hotel rooms equipped with IoT devices offer convenience and seamless interactions for guests. These technologies reduce waiting times, streamline operations, and allow for personalized services, such as customized room settings and tailored recommendations, increasing guest satisfaction. Unique Contribution to Theory, Practice and Policy: Technology acceptance model (TAM), service quality model (SERVQUAL) & expectancy-confirmation theory (ECT) may be used to anchor future studies on the role of technological advancements on customer satisfaction in Japan’s hospitality. Hospitality businesses should adopt integrated management systems that combine customer relationship management (CRM), property management systems (PMS), and online booking platforms. Industry regulators should promote standards for technology integration in the hospitality sector.

AI Impact on Hotel Guest Satisfaction via Tailor-Made Services: A Case Study of Serbia and Hungary

This study examines the level of implementation of artificial intelligence (AI) in the personalization of hotel services and its impact on guest satisfaction through an analysis of tourists’ attitudes and behaviors The focus of the research is on how personalized recommendations for food and beverages, activities, and room services, delivered by trustworthy AI systems, digital experience, and the perception of privacy and data security, influence overall guest satisfaction. The research was conducted in Serbia and Hungary, using structural models to assess and analyze direct and indirect effects. The results show that AI personalization significantly contributes to guest satisfaction, with mediating variables such as trust in AI systems and technological experience playing a key role. A comparative analysis highlights differences between Hungary, a member of the European Union, and Serbia, a country in transition, shedding light on specific regulatory frameworks and cultural preferences in these countries.

Analysis Of Waiter Performance In Improving Service Quality At Azure Bar Hotel Conrad Bali

Purpose: To improve the performance of waiters, this research is based on frequent errors in serving food and drinks, which cause delays in service. This error occurs because the waiter does not always repeat the order or ask about the guest's allergies, and is not precise in serving drinks. In addition, checking guest satisfaction based on order of arrival is also a problem. Waiters should be more proactive in meeting guests' needs.Methods: The research method used is descriptive qualitative with data collection through observation, interviews and literature study.Implikasi: The research showed that the waiters' performance was good but not optimal, with 56.25% of the 16 observation points carried out well, while 43.75% were still rarely carried out. From the interviews, it was concluded that the waiters at Azure Bar were friendly, responsive and professional, and played an important role in creating a satisfying experience for customers and maintaining the reputation of the place. In conclusion, the waiter's performance is quite good but can still be improved to ensure guest satisfaction and comfort.

Excellent Front Desk Agent Service in Increasing Guest Satisfaction at Hotels in Bali

This research aims to identify and group guest reviews of Front Desk Agent services at one of the hotels in Bali that provide a pleasant experience (Prima/WOW). Data was collected from guest reviews on OTA Tiket.com and Tripadvisor in the period January 2023 to May 2024. The results of the analysis showed four main themes that were prominent in guest reviews: The first theme, "Friendly and Polite," recorded the highest frequency with reviews emphasizing friendliness and professional attitude from the Front Desk Agent. The second theme, "Provides a Personal Touch," shows guests' appreciation for personal touches such as birthday wishes and room upgrades. The third theme, "Sprightly Provide Guest Needs," underscores the staff's proactive and quick response in meeting guest needs. The final theme, "Smooth Check-in Process," reflects the efficiency of the check-in process which is considered to make it very easy for guests. The results of this research indicate that Excellent/WOW service from the Front Desk Agent plays a significant role in increasing guest satisfaction at Hotel X.

Service Encounter Front Office Di Yogyakarta Marriott Hotel

Service encounter implemented at Yogyakarta Marriott Hotel, one of the leading five-star hotels in Yogyakarta, Indonesia. Aspects such as interaction with the receptionist, room service, food and beverage service, and complaint handling were analyzed to identify their contribution to building a satisfying guest experience. The hotel utilizes modern technology and implements high service standards to improve efficiency and personalization of service. The findings indicate that the implementation of effective service encounters at Yogyakarta Marriott Hotel plays a significant role in enhancing guest satisfaction and customer loyalty. Well-trained staff, spontaneous actions, and responsive problem-solving skills contribute to creating a memorable stay experience. Efficient check-in and check-out processes, 24/7 room service, and informative concierge services are integral parts of the service encounter offered by this hotel. In addition, personalization of service and small gestures such as surprises for special moments build positive relationships with guests. The study concluded that the implementation of superior service encounters provides significant added value, strengthening the image of Yogyakarta Marriott Hotel as a premier hospitality destination in Yogyakarta. The hotel successfully meets guest expectations by providing a high-quality service experience, which differentiates it from competitors in the hospitality industry.

Big Data Insights into Coastal Tourism: Analyzing Customer Satisfaction at Egyptian Red Sea Dive Resorts

This research aims to explore the relationship between customer satisfaction and various extracted factors at dive resorts in the Red Sea, Egypt, utilizing a hybrid methodology of descriptive and diagnostic analytics applied to online review data. Employing techniques such as KH coder for text analysis, exploratory factor analysis (EFA), and linear regression, this study systematically identifies key elements that influence customer satisfaction. Findings reveal that activities related to diving and marine life markedly enhance guest satisfaction, underscoring the critical role these aspects play in the overall appeal of Egyptian coastal tourism. Conversely, areas such as dining and amenities were identified as needing improvement. The originality of this study lies in its application of big data analytics to dissect and understand customer feedback in a sector-specific context, providing strategic insights for the sustainable advancement of coastal tourism in Egypt. By focusing on dive resorts, this research highlights their integral role in coastal tourism and offers a model for leveraging online customer reviews to enhance service quality and promote sustainable practices within the tourism industry, contributing to the overall growth and sustainability of coastal tourism.

Relationship between indoor environmental quality and guests’ comfort and satisfaction at green hotels: A comprehensive review

Abstract Recent studies have focused on different aspects of green management, practices, and green consumption in the hotel industry. However, there is a need to explore and better understand the association between indoor environmental quality (IEQ) and green hotel guest’s comfort. Therefore, it is essential to explore the effects of IEQ on the comfort and satisfaction of green hotel guests. This study conducts a comprehensive review of the effects of various IEQ parameters, including indoor air quality, thermal comfort, lighting, visual/view, acoustic comfort, building characteristics, decoration, and indoor greenery, on guest’s comfort and satisfaction in green hotels. Based on previous literature, it was also revealed that most current green building schemes lack of comprehensive evaluation of the performance of IEQ dimensions in green hotels. It was also observed that these IEQ parameters show a significant influence on the hotel guest’s comfort and satisfaction. Based on the findings of the literature review, a conceptual model was developed to represent the relationship between the IEQ parameters and guest’s comfort and satisfaction. The proposed conceptual model can be implemented by the hotel management for a comprehensive assessment of guests’ perceptions toward the IEQ in green hotels. The novelty of this study is based on its findings that establish a more effective IEQ evaluation method and serve as the reference scenario of IEQ, which can be a useful tool for both academician and practitioners and contribute to improving the indoor environmental performance of green hotels through highlighting the key IEQ parameters, which affect the comfort and satisfaction of hotel guests.

The Strategic Impact of Service Quality and Environmental Sustainability on Financial Performance: A Case Study of 5-Star Hotels in Athens

This study explores the impact of guest satisfaction on the financial performance of 5-star hotels, with a focus on both service quality and environmental sustainability. The purpose of the research is to understand how improvements in key satisfaction dimensions influence hotel profitability, as measured by EBITDA, ROA, and ROE. Satisfaction was measured across SERVQAUL dimensions and the dimension of environmental sustainability. The data were analyzed using the Multicriteria Satisfaction Analysis (MUSA) method and linear regression models to determine the effect of satisfaction on financial performance. Results indicate that responsiveness is the most important factor for guests, while environmental sustainability ranks high in importance but shows lower satisfaction scores. The findings suggest that investing in both service quality and sustainability can significantly enhance a hotel’s financial returns. The study concludes that hotel managers should prioritize improvements in environmental sustainability and responsiveness to optimize guest satisfaction and financial performance.

Effective Communication Skills for Housekeeping Staff: Improving Guest Interaction in English

Practical language skills are essential in the hospitality industry, especially for housekeeping staff interacting directly with international guests. This study aims to identify and evaluate effective English training strategies to improve the communication skills of housekeeping staff at Duta Syariah Hotel Palembang. This study uses a mixed-methods approach involving ten housekeeping staff selected through purposive sampling. The quantitative method was conducted with pre-tests and post-tests to measure the improvement of English proficiency. In contrast, the qualitative method involved in-depth interviews and questionnaire analysis to gain insight into the staff's perception of the training received. 77.4. This indicates that, in general, housekeeping staff is at a moderate level of ability. However, there is considerable variation among them. The highest score obtained was 89 (SH), while the lowest score was 58 (RR). The average score of all staff was 77.4, which indicates that overall, the staff's speaking ability was at a moderate level. The English training program developed and implemented in this study effectively improves the English skills of housekeeping staff, improving professional competence and guest satisfaction. The study recommends implementing similar training strategies in other hospitality industry sectors to improve the quality of global service and communication.

Employment Stability, Guest Satisfaction, and Guest Loyalty in Tourism and Hospitality Establishments: the Role of the Customer Oriented Boundary Spanning Behaviors and Deep-Acting

Employment Stability, Guest Satisfaction, and Guest Loyalty in Tourism and Hospitality Establishments: the Role of the Customer Oriented Boundary Spanning Behaviors and Deep-Acting

Marketing analysis of consumer preferences of service quality in chain hotels

The article deals with the issues of marketing analysis of service quality in chain hotels. The results of theoretical literature have shown that the quality of service can be assessed by such an indicator as the degree of guest satisfaction. At the same time, the quality of service in the hotel depends on the specifics and type of the hotel, the standards used and the professionalism of the staff. In order to assess the quality of hotel services, marketing research in the form of a survey was conducted. The main purpose of the research is to determine what factors influence the process of hotel service quality. The results of the marketing research showed that the average index of satisfaction with the activities of chain hotels is 64%, there are certain shortcomings related to the culture of guest service. In addition, hotel staff are not always ready and able to solve problems that arise in the process of customer service.When assessing the weak areas it was revealed that a significant part of hotel customers are not satisfied with the speed of service, note the inattention of staff and emphasise the late performance of functional duties. In order to improve the quality of service, as the results of the study showed, it is necessary to improve competences in delegation of authority, service culture and effective communication. Thus, to improve the quality of service in chain hotels it is advisable to increase the level of staff training and develop competences related to the service process.

Is the pursuit of pleasure on vacation a barrier to environmentally sustainable behaviour?

Two types of happiness (eudaimonia and hedonia) could potentially be leveraged to trigger pro-environmental tourist behaviour while preserving or even enhancing guest satisfaction. Hedonia (sensory/immediate pleasure) is commonly considered a barrier to pro-environmental behaviour on vacation, while eudaimonia (fulfilment/growth) is generally thought to prompt pro-environmental behaviour. Whether, and in what way, hedonia and eudaimonia are associated with pro-environmental behaviour in tourism, remains empirically untested. This study assesses—for the first time—the empirical relationship of hedonia and eudaimonia with stated pro-environmental behaviour in both an imagined home and vacation context to determine tourism-specific context dependence. Eudaimonia emerges as being highly related to tourist pro-environmental behaviour, suggesting a promising leverage point for pro-environmental behaviour change interventions. Contrary to popular belief, there is no empirical evidence of hedonia being associated with tourist pro-environmental behaviour, suggesting it may not represent a barrier to such behaviour.

The Impact of Room Attendant’s Service Quality on Guest Satisfaction at BWP Hotel Batam

The Impact of Room Attendant’s Service Quality on Guest Satisfaction at BWP Hotel Batam

ANALISIS KEPUASAN TAMU: Kualitas Pelayanan Dan Fasilitas Pada D’Senopati Malioboro Grand Hotel Yogyakarta

This study intends to look at how the D'Senopati Malioboro Grand Hotel Yogyakarta's amenities and level of service affect visitors' happiness. Using a sample of 92 respondents, multiple linear regression analysis was used in the research methodology. Guest satisfaction is positively and significantly impacted by the quality of the facilities and services, according to the analysis's findings. It's interesting to note that the degree of client pleasure is more influenced by service quality than by facilities. This discovery could lead to talks about investments and resource allocation in the hotel sector, with a focus on raising service quality. The investigation also emphasizes the significance of favorable reactions to facilities and the difficulties associated with correct information provided by staff members. The research's practical implications offer a strong basis for hotel management to develop a comprehensive plan aimed at maximizing visitor satisfaction through improved amenities and service standards.

The role of Egyptian Ministry of Tourism in handling guest complaints and its impact on guest satisfaction and revisit intention

The role of Egyptian Ministry of Tourism in handling guest complaints and its impact on guest satisfaction and revisit intention

Evaluating The Implementation of The Newa Concept To Sustain Hotel Occupancy at Sanctoo Suites & Villas

Purpose: This research examines implementing the NEWA concept to maintain occupancy at Sanctoo Suites & Villas. The hotel industry faces significant challenges sustaining occupancy levels due to fluctuating demand and intense competition, exacerbated by the COVID-19 pandemic. The research originates from the need to enhance occupancy rates, which are critical for the hotel's success. It addresses the problem of fluctuating occupancy rates and aims to develop effective improvement strategies. Research methods: This mixed-method research employs a qualitative approach supplemented by quantitative methods and the Servqual model, conducted over six months. Data collection methods include interviews, surveys, observations, document studies, and Focus Group Discussions (FGDs) involving executive management and hotel staff. Results and discussion: The research highlights a unique marketing concept aimed at delivering new extraordinary experiences while maintaining guest satisfaction. It underscores the importance of a comprehensive approach integrating high-quality service and innovative offerings to meet diverse guest needs. This strategy enhances the hotel’s market competitiveness and ensures long-term success. Key components of the implementation include personalized guest experiences, an efficient booking system, and a proactive marketing strategy emphasizing the NEWA (Nature et al. & Adventure) concept. Implication: The findings demonstrate that implementing NEWA can significantly benefit hotel occupancy, providing valuable insights for industry practitioners.