Hotel Properties Research Articles

Determining the Role of Hotel Attributes in Building Customer Loyalty Using Importance–Performance Analysis: A Study in the Context of Tourist Nationalities

Identifying the importance and satisfaction of hotel attributes in the eyes of tourists and their role in building customer loyalty is critical for improving the service quality. Therefore, in our study, customers' importance and performance perceptions regarding the services offered by accommodation businesses were examined in terms of customers’ nationalities. Our research has two main objectives. The first objective is to determine the importance and performance perceptions of the services provided by the hotels according to the nationalities of the customers using the using importance-performance analysis (IPA) model and to compare the perceptions of importance-performance according to nationality. The second aim is to determine the effect of satisfaction perceptions regarding hotel services on customer loyalty according to customer nationality. The research was designed as a survey-based quantitative research methodology. Convenience sampling was used, which is a non-random sampling method. Data were obtained from 1153 German, Russian, and Turkish tourists accommodating in five-star hotels in Alanya, Turkey. A gap analysis was conducted using pairwise t-tests to evaluate whether the importance and performance perceptions of the participants differed. IPA was conducted with attributes being graphically displayed on the I-P grids. The impact of hotel service satisfaction on customer loyalty was investigated using regression analysis. The research findings reveal that customers' performance perceptions and services attach importance to differ significantly by nationality. And also, it was concluded that satisfaction with the services provided in accommodation businesses has a significant effect on customer loyalty and that this effect differs in customer groups. Determining satisfaction factors affecting customer loyalty according to customer characteristics make a significant contribution to service quality improvement. In this context, the research results provide practical and theoretical contributions to how customer satisfaction and customer loyalty can be improved according to market groups.

What to Sell and How to Sell Matters: Focusing on Luxury Hotel Properties’ Business Performance and Efficiency

Due to service product characteristics and a mix of complex sales, it is crucial for hotel firms to efficiently design limited physical spaces that serve multiple purposes to optimize revenue and maximize profit. Since luxury hotel properties have different operation strategies than limited-service hotels, their operational efficiency should be a reference during strategic decision-making processes. Primary research purpose is to identify the most efficient operation model for luxury hotel properties. The study computed operation efficiency scores using the data envelopment analysis approach to rank the property efficiency of 37 fully equipped luxury hotels in the United States. Each property can utilize slack analysis to discover a strategic benchmarking company (best efficient frontier) and intuitive strategic recommendations and gain superior input and output productivity. Tobit model analysis provides supplemental understandings regarding the additional operational factors impacting luxury hotel properties’ efficiency score variations. Operating efficiency was found to be achieved by multiple operating inputs and influenced by relative price, fixed costs, and management systems. Theoretical comprehensiveness of luxury service mix has been empirically tested by highlighting efficiency as a key measure. In addition, RevPAR’s ratio on TRevPAR further highlights the importance for luxury hotels to increase non-room sales and revenues to accomplish efficiency.

The impact of hotel attributes, well-being perception, and attitudes on brand loyalty: Examining the moderating role of COVID-19 pandemic

This research sought to investigate the relationships between hotel attributes, well-being perceptions, attitudes, and brand loyalty in the hotel context considering the COVID-19 pandemic. The results of the study's data analyses revealed how tangible and intangible hotel attributes improved individuals' well-being perceptions before and during the COVID-19, as well as how these perceptions in turn influenced cognitive attitudes, affective attitudes, and brand loyalty during these periods. Furthermore, the moderating role of COVID-19 was identified in the link between well-being perceptions and cognitive attitudes and in the association between cognitive attitudes and affective attitudes. In light of these findings, a discussion and insightful implications for both theory and practice were provided. Finally, the limitations of the study and future research directions were addressed.

Hotel attributes and customer’s choice behavior: evidence from port Harcourt city, Nigeria

This paper tested a structural model that examines the proposed relationships between hotel attributes and hotel choice in respect to customers in Port Harcourt, Rivers Nigeria. The study used a structured questionnaire hence, a quantitative research design. Multiple regression analysis was used for analysis of data collected using statistical package for social science (SPSS) software version 23. The result shows that all the six hotel attributes have positive and significant relationship with customer’s hotel choice behavior in respect to the study area. Result further validates the proposed Hotel Choice Indicators (HCI) Model for hotels in Port Harcourt City. This study contributed to the body of knowledge by proposing and validating the HCI Model for hotels in an emerging economy and Port Harcourt City in particular. It authenticates attribute that influence hotel choice behavior among hotel patrons in Port Harcourt. The study also increased the explanatory power of the push-pull theory in explaining hotel choice attribute or attributes in an emerging economy.

Business Sustainability Through Environmental and Operational Management in Five Star Hotels in Amman, Jordan

This paper aims to investigate sustainable environmental performance in five-star hotels in Amman, Jordan. The primary objective of the study is to determine the impact of business and operational practices of five-star hotels in Amman. The research focuses on five operational departments, including maintenance and security (MS), food and beverage (F&B), kitchens (K), purchasing (P), and housekeeping (H). This study adopted a qualitative method, using semi-structured interviews as the primary source for collecting extensive data. Moreover, the study employed quantitative instruments in data collection using a survey instrument and non-participatory observation as triangulation to the qualitative method. The study involved respondents from 13 fivestar hotels in Amman, Jordan. This paper examines the impact of operational business practices on environmental sustainability in five-star hotel properties in Amman. It suggests ways in which sustainable practices can contribute positively towards allowing hotels to achieve better performance towards the environment. The findings showed that all five-star hotels applied different sustainable practices in their daily operations to achieve sustainable environmental performance. Most of the respondents from the five operational departments acknowledged that suitable use of water and energy savings were the preferred choices that aided sustainability practices in the hotel properties

The Influence of Hotel Attributes on Brand Attachment and Post-Consumption Outcomes: The Mediating Effects of Brand Credibility

This research examine the mediating role of brand credibility between the relationship of hotel attributes and brand attachment that will to lead to post-consumption outcomes. We also examine how hotel attributes contributes to the brand attachment and post-consumption outcomes.Based on the mean-end chain theory, it explores the relationship among six constructs; hotel attributes, brand credibility, brand attachment and post-consumption outcomes (i.e., satisfaction, revisit intention and word-of-mouth). Partial Least Squares Structural Equation Modelling (PLS-SEM) approach was deployed to validate the research model. The result indicatesbrand credibility fully mediates the relationship between hotel attributes and brand attachment. Subsequently, brand credibility and brand attachment are found to be significantly linked with post-consumption outcomes. The result offers implications for hotelier and direction for future research.

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

The effect of an increase in federal minimum wage on the U.S. hotel industry: a difference-in-differences approach

ABSTRACT In accordance with the economic influences of an increase in minimum wage on labor markets, this study examines the effects of the federal-level minimum wage increase on U.S. hotel properties employing a difference-in-differences (DID) estimation method. We compared NYC which witnessed a federal minimum wage increase in 2009 to Washington, D.C which did not receive a wage increase in the same year. Findings showed that the newly enacted federal minimum wage law did not significantly influence U.S. hotel properties’ labor costs. This study, on the other hand, found that the federal minimum wage increase negatively affected hotel properties’ performance, measured by EBITDA and total revenue. This study adds value to the hospitality and tourism literature by rigorously revealing a causal effect of the minimum wage increase on hotel property performance. Further, this study's findings also provide meaningful guidance for hotel industry practitioners related to navigating minimum wage increases.

The impact of hotel attributes on room rate in star graded hotels in Colombo, Sri Lanka

Abstract Purpose: The purpose of this study was to examine how the availability or absence of different hotel attributes affect the room rate during a given period. This study identified the impact of various hotel attributes on the room rate. Research methodology: Published data on available hotel attributes, and room rates of selected room categories of star-graded hotels in Colombo district, Sri Lanka, were gathered online through booking.com. The Ordinary Least Squares (OLS) method was used to estimate the impact of key determinants under hotel amenities, quality signals, and locational attributes. Results: The results revealed eleven key attributes of the room rate in star-graded hotels, illustrating the positive impact from seven determinants and the negative impact from four determinants. Hotel class or star grade was the most significant determinant in the room rate, which generally determines the pricing behavior and service quality and most of the attributes and characteristics in a hotel. Availability of a business center, location of the hotel, fitness center/spa, total number of rooms in the hotel, room size, and view from room also significantly determined the room rate. Limitations: Booking.com, as the most popular Online Travel Agent (OTA) used in Sri Lanka, it was assumed that the information is frequently updated. The study was extended for the hotels in the Colombo district, and hence, the results were based on the point data, which may not be an islandwide representation or year through data. Contribution: As theoretical applications are underused in pricing and revenue decisions in the Sri Lankan hotel sector, results will lead to advance the decision making of practitioners, and this study will be a complement to the lack of literature in the field of revenue management in Sri Lankan context and may encourage future researchers laying an inspiring beginning.

SUSTAINABLE RECYCLING OF HOTEL WASTE WATER IN GOA

Goa, a tourist destination known for its alarming scenic beauty has seen a consistently rising trend in hotel occupancy for star category hotels. On an average a luxury hotel would consume approximately 200,000 litres of water per day. The waste water generated from this consumption is basically 30% of black water (sewage) and 70% of grey water (bath water, laundry waste water, etc). A study was carried out to harness the potential of grey water before dumping into water bodies per se. A membrane based bio reactor (MBR) designed for chemical and biological treatment of this waste water includes mechanisms like coagulation, flocculation & separation of the water ludge. The water is then validated for its BOD & COD levels as per the government norms and then membrane filtered to remove total dissolved solids (TDS). This filtered water is then subjected to biological treatment whereas the sludge is used in landfills. EM technology uses commercially available culture of microorganisms, comprising of Lactobacillus, photosynthetic bacteria and yeast for biological treatment of the waste water to render it safe for human use. Monitoring and water quality analysis revealed that microbial treatment considerably reduced the BOD. This innovative technology allows the recycling of waste water which can be made use of for different purposes like gardening, cleaning floors & hotel properties, washing of cars & flushing. Moreover, it requires low foot print and involves easy installation and less maintenance. Recycling of grey water would in turn curtail consumption, thus cutting cost for purchase of water and ensuring safety of consumers. In addition to MBR & EM Technology being economically feasible, safe and user-friendly, its usage is highly recommended to maintain a stable water table and preserve the integrity of the hospitality industry in Goa. It is surely an initiative to minimize water crisis thus maintaining a sustainable ecosystem.

HOTEL PROPERTY VALUATION IN A PANDEMIC ECONOMY: A STRATEGIC STUDY OF IMO CONCORDE HOTEL OWERRI IN 2020

Of all classes of real estate, the hotel property is so unique in character and structure that assigning a value becomes the most intriguing aspect of the profession of Estate Surveying and Valuation. The uniqueness of the property rests partly on its distinctive outlay as against the business potential. Incidentally, most valuations of this property rely on the propensity of the property to produce acceptable returns to pay off the cost of investment and the management. Being that as it may, the quantum of externalities that play varying roles in shaping the final value of a hotel property is such that any professional must be careful not to circumvent even the minutest of considerations. It is all too known that the value of real estate rises and falls with the character of the neighbourhood and region where it is located. Hotels values are not different and in addition rise and fall with the whim of fashion and the fortunes of the region of location. This study examined not just the different methods and approaches to the valuation of a hotel property but also explored the benefits of other micro economic parameters that play significant roles in establishing the basis of any monetary index that could be referred to as value by conducting a comprehensive review of the hotel itself in comparison with its competitive market to confirm whether the hotel is under- or over performing against its competitors the intention being to have a grasp of the income-generating ability of the property upon which the application of a capitalization rate will convert the estimated cash flows into an estimated value. Though a 5 star hotel was used as case study, the outcome is applicable to all hotels carrying on business in Nigeria and other parts of the world. The study recommends among others that Estate Surveyors and Valuers involved in the valuation of hotels need to be skilled in reading financial statements and translating them into stabilized net-operating income because as much as hotel properties are physically different, in different locations, and with different management; volatility of the hospitality market and the external factors are bound to affect value. The study revealed that in so much as the travel patterns of lodgers were affected by the Covid 19 pandemic bringing with it a crash in the income-generating potential, the value of hotels was not so affected especially with relation to furniture, fittings and equipment.

CUSTOMER EXPERIENCE SEBAGAI MEDIASI PENGARUH MULTI HALAL FRIENDLY-HOTEL ATRIBUTES TERHADAP KEPUASAN PELANGGAN GRAND MADANI HOTEL MATARAM

This study aims to analyze the effect of multi halal friendly hotel attributes on customer satisfaction at Grand Madani Hotel Mataram, West Nusa Tenggara Province, Indonesia using associative quantitative methods. In this study, the population is all hotel guests who have stayed at the Grand Madani Hotel Mataram. The number of samples used in this study were 105 samples using nonprobability sampling. The data used in this study are primary and secondary data. Data collection was done using a questionnaire / google form. Data analysis using path analysis using SEM AMOS Version 24 as a data processing tool. The results of this study indicate that: 1. Multi halal friendly hotel attributes have no significant effect on customer experience; 2. Customer experience has a significant effect on customer satisfaction 3. Multi halal friendly hotel attributes have no significant effect on customer satisfaction; 4. Multi halal friendly hotel attributes have a significant positive effect on customer satisfaction after going through the customer experience intervening variable.Keywords:Multi halal friendly hotel attributes; customer experience; customer satisfaction; sharia hotel

How Organizational Politics Affect the Supervisor's Perception of Human Resources Management Practices in Hotels

Human resources are an absolutely necessary input for organizational effectiveness, particularly in the hotel industry. This study aimed to investigate the relationship between perception of organizational politics (POP) and human resource management practices (HRMPs) among hotel supervisors. The empirical analysis was based on data collected from 15 five star hotels allocated in Sharm El-Sheikh in Egypt. A total of 144 responses were analyzed. The findings revealed a significant negative correlation between supervisors' POP and their perception of HRMPs. Supervisors’ perception of organizational politics has a considerable effect on their perception of human resource management practices. This study could help hotel properties to develop strategies that maintain a climate of trust within the organization in order to improve the organizational environment and the quality of work life by making sure that organizational resources are allocated in an equitable or strategically justifiable manner and by making sure that communication channels are streamlined, focusing on employee participation, linking compensation with performance; ensuring just decision-making procedures are in place.

Examining key hotel attributes for guest sleep and overall satisfaction.

Despite the fact that hotels provide a venue for sleeping, there is surprisingly little research that has explored sleep among hotel guests. The aim of this study is to identify the relationship between hotel attributes (e.g., light in the guestroom, bed linens), guest sleep, and overall guest satisfaction. Cross-sectional survey data were obtained from frequent business and leisure travelers (N = 609). Guest sleep satisfaction and overall guest satisfaction were measured on 5-point Likert scales. Participants were asked to report the extent to which hotel attributes (e.g., "Room too light or too dark") related to their sleep on a scale from 1 (not at all) to 5 (very much). We used ordinal logistic regression to predict guest sleep and hotel satisfaction using hotel attributes as predictors while controlling for age, sex, and relationship status. Hotel guest sleep did not differ between business and leisure travelers. Hotel guest sleep was inversely associated with "uncomfortable bed linen," "uncomfortable pillows," and "sound from the air conditioning unit or heater." Regression revealed that sleep satisfaction was a strong predictor of overall hotel satisfaction. Our study suggests that guest sleep is be a critical component of the guest satisfaction equation. Importantly, our study illuminated the hotel attributes that offer the biggest contribution to hotel guest sleep and the specific steps for improving guest sleep.

Effectiveness of Electronic Customer Satisfaction Survey in Luxor and Aswan Hotels

Electronic Surveys have become one of the recent technological tools used in the hospitality industry. Online customer satisfaction review is a significant type of electronic surveys utilized by marketing departments in hotel establishments. The research aims at identifying the main advantages, disadvantages, and effectiveness of applying an electronic customer satisfaction survey. Seven 5-star hotels in Luxor and Aswan have been selected as the research sample, representing 58.5% of the total number of 5-star hotels in Luxor and Aswan. A questionnaire has been distributed among 35 employees working in the marketing department of the visited hotels and an interview has been conducted with 21 managers working in related departments in the investigated hotels. Advantages are summarized in the fast and easy access of guests, prompt and fast analysis of staff to the survey. On the other hand, disadvantages are briefed in the high cost of installing online systems and the ignorance of some staff and guests in using them. Egyptian Hotel Association, in collaboration with hotel properties, should provide technical assistance for installing an obligatory electronic customer satisfaction survey in Egyptian hotels, including Luxor and Aswan hotels. Finally, hotels have to assign technical staff for installing such a system with a follow-up agenda and provide training sessions to their staff to teach them the knowhow of operation.

The Moderating Role of Hotel Type on Advertising Expenditure Returns in Franchised Chains

This study contributes to a deeper understanding of financial returns from the advertising of hospitality services. Specifically, we investigate how different types of franchised hotel outlets, each targeting a different customer segment, moderate the effects of various advertising expenditures on unit-level profitability. Our unique data set allows us to examine the impact of unit-level advertising expenditure allocations using line items from the profit and loss statements of more than 9,000 franchised U.S. hotel properties from 2007 to 2018. We consider the effects of investing in varied advertising activities, including the franchise advertising assessment, loyalty programs, local sales force, and local media advertising. As hypothesized, we find differential effects of advertising for outlets targeting different customer segments. Relative to traditional full-service hotels, those focused on destination-driven customer segments (i.e., destination hotels) and price-sensitive customer segments (i.e., limited-service hotels) benefit less from investing in the franchise advertising assessment, loyalty programs, and local media advertising. We also find that local sales force expenditures positively moderate performance for destination hotels. We highlight the moderating effects of hotel type as a key situational factor and provide more nuanced insight into managing the tension arising from advertising allocation at franchised hotel chains.

Do Hotel Attributes and Amenities Affect Online User Ratings Differently across Hotel Star Ratings?

ABSTRACT This study investigates the impact of hotel attributes and complimentary and emerging amenities on online user ratings and compares their effects across star ratings. By combining data scraped from TripAdvisor.com and hotel property information provided by the STR, a total of 763 hotel cases located in three metropolitan areas of New York City, Chicago, and Los Angeles were used for data analysis. The results showed that five hotel attributes and amenities of a spa, swimming pool, on-site restaurants, hotel affiliation, and free Wi-Fi significantly influenced online user ratings. Additionally, these attributes affected online user ratings differently across hotel star ratings: free Wi-Fi, pool, and complimentary breakfast for 1–2.5-star hotels; free Wi-Fi, affiliation, and free breakfast, for 3–3.5-star hotels; free Wi-Fi for 4–4.5-star hotels. However, none of the hotel attributes and amenities included in this study had a significant impact on online user ratings for 5-star hotels.

Hotel of the future: exploring the attributes of a smart hotel adopting a mixed-methods approach

ABSTRACT This study aimed to explore the distinctive attributes of a smart hotel, the concept of a future hotel, and examined their influence on the progression of customers’ visit intention formation through anticipated customer experience quality and anticipated emotions. Through a series of in-depth interviews as a qualitative approach the determining attributes of a smart hotel were derived. The quantitative process categorized the underlying dimensions of a smart hotel’s attributes, which are convenience and control, maintenance and safety, untact environment, and personalization. Our result from the structural analysis empirically discovered the role of identified attributes in customers’ visit intention formation. Implications are discussed.

An empirical examination of the antecedents of training transfer in hotels: the moderating role of supervisor support

PurposeCurrently, the global hotel industry is faced with the challenge of a growing skills gap. Contrary to expectations, the shortage of skilled employees persists despite improved access to training. This implies that the cause of the shortage is not the lack of training, but a general lack of understanding of how training is transferred to practice. Therefore, this study aims to use an empirical approach to test a transfer of training (TOT) model that can be applied to the hotel sector.Design/Methodology/ApproachThe setting of the study is the Sultanate of Oman, and 302 questionnaires were collected from 24 hotel properties, of four- and five-star categories.FindingsThe findings reveal, to a high and significant degree, that the antecedents of TOT are the opportunity to perform (OTP) and motivation to transfer (MTT), while supervisor support is a significant moderator. In addition, motivation to learn (MTL) is the most important predictor of MTT, while accountability is the leading predictor of OTP. Results also indicated that perceived organizational support (OS) has the strongest impact on MTL.Research Limitations ImplicationsThe proposed model needs to be tested under different contexts, especially different countries and with different hotel categories, to determine if the relationships between the factors remain similarly valid. Other factors that can predict the TOT need to be investigated.Practical ImplicationsPractical recommendations for hotel operators have been presented, equipping industry practitioners with the tools they need to develop the competencies of their employees, thereby improving the performance of individual properties.Originality ValueThe current study emphasized the validity of the proposed training transfer framework which was adapted from the learning transfer system inventory model, highlighting the particular importance of factors such as perceived OS and accountability.

A Comparative Automated Text Analysis of Airbnb Reviews in Hong Kong and Singapore Using Latent Dirichlet Allocation

Airbnb has emerged as a platform where unique accommodation options can be found. Due to the uniqueness of each accommodation unit and host combination, each listing offers a one-of-a-kind experience. As consumers increasingly rely on text reviews of other customers, managers are also increasingly gaining insight from customer reviews. Thus, this present study aimed to extract those insights from reviews using latent Dirichlet allocation, an unsupervised type of topic modeling that extracts latent discussion topics from text data. Findings of Hong Kong’s 185,695 and Singapore’s 93,571 Airbnb reviews, two long-term rival destinations, were compared. Hong Kong produced 12 total topics that can be categorized into four distinct groups whereas Singapore’s optimal number of topics was only five. Topics produced from both destinations covered the same range of attributes, but Hong Kong’s 12 topics provide a greater degree of precision to formulate managerial recommendations. While many topics are similar to established hotel attributes, topics related to the host and listing management are unique to the Airbnb experience. The findings also revealed keywords used when evaluating the experience that provide more insight beyond typical numeric ratings.