Hotel Service Quality Research Articles

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.

GUIDELINES FOR THE SERVICE QUALITY DEVELOPMENT OF SMALL BOUTIQUE HOTELS THAT ATTRACT DOMESTIC WORKCATION TOURISTS: THE CASE OF PATTAYA CITY, THAILAND

The aims of this study are to 1) study the level of service quality of small boutique hotels in Pattaya City, (2) study the behaviors of Domestic workcation tourists at small boutique hotels in Pattaya City, and (3) suggest guidelines for the service quality development of small boutique hotels that attract domestic workcation tourists in Pattaya City. Small boutique hotels are presently dispersed around the globe, especially in Pattaya City, Thailand, where small boutique hotels are plentiful. Meanwhile, the concept of ‘workcation’ is more recognizable due to its concept of ‘anywhere is an office’. Although this concept is not new, limited studies concerning workcation tourists were found, particularly studies of service quality among small boutique hotels as well as workcation tourists’ behaviors. A mixed research method was used to accomplish the research objectives. For quantitative research, a validated questionnaire was refined to collect data from targeted samples of 400 domestic workcation tourists who had stayed at small boutique hotels in Pattaya City. For qualitative research, a semi-structured in-depth interview was organized to collect data from 30 small boutique hotel entrepreneurs in Pattaya. The results indicated that domestic workcation tourists prioritize the following service quality factors: tangibility (x̄ = 4.51), responsiveness (x̄ = 4.51), reliability (x̄ = 4.48), assurance (x̄ = 4.29), and empathy (x̄ = 4.35). For behavioral studies, the findings revealed that domestic workcation tourists usually traveled alone, spent only one night at the hotels, stayed over five times per year, preferred July–September as a travel period, obtained hotel information via social media, and regularly made reservations through social media platforms. Having an internet connection was crucial to them. Lastly, three dimensions of guidelines were formulated, including human resource development, organization development, and information technology development. The findings give valuable insights for tourism stakeholders to cater domestic workcation tourists in response to the blooming of small boutique hotels in Pattaya, Thailand and other equivalent areas.

Service quality, customer sentiment and online ratings of beach hotels: an analysis of moderating factors

PurposeThis study investigates the service quality dimensions of hotel resorts in renowned beach destinations of Thailand. It also explores the relationship between review text sentiment expressed in online platforms and the satisfaction ratings provided for those reviews.Design/methodology/approachThe study employs a two-step analysis approach: first, supervised and unsupervised machine learning via support vector machine (SVM) and latent Dirichlet allocation (LDA) are used to identify service quality dimensions, and second, SmartPLS with PROCESS macro is applied to analyze the moderating roles of quality signals and reviewer’s experience on the relationship between sentiment and satisfaction rating. The dataset comprises 102,179 online reviews from TripAdvisor, focusing on 187 selected hotels rated from 3 to 5 stars.FindingsEight service quality dimensions were identified, including leisure activities, tangibles and surroundings, reliability, responsiveness, service process, food, empathy and ambience. The study underscores that the service process stands as the sole dimension exhibiting negative sentiment. Furthermore, the analysis revealed a robust positive association between sentiment of review texts and satisfaction, and reviewers’ experience and brand affiliation influenced the relationship between customer sentiment and satisfaction.Practical implicationsHotel managers should focus efforts on maintaining tangible aspects while enhancing existing service quality level of other dimensions, particularly those related to intangible elements. Independent hotels might implement quality audit to ensure that service quality gaps are monitored.Originality/valueThis study contributes an examination of the moderating roles of quality signals and reviewer’s experience on the relationship between review sentiment and satisfaction rating in online reviews.

Hotel Service Quality: The Relationship of Responsiveness, Reliability, and Tangibility on Customer Satisfaction in 4-Star Hotels in Kuala Lumpur, Malaysia

Despite the growth of 4-star hotels in Kuala Lumpur, shifting customer preferences and trends have led to a lack of understanding of how service quality significantly influences customer satisfaction in this segment. This interval can lead to inadequate service strategies and negatively impact hotel competitiveness. Therefore, this study aims to examine a significant relationship of specific service-quality dimensions on customer satisfaction in the 4-star hotels in Kuala Lumpur. Nevertheless, this study specifically focuses on Responsiveness, Reliability, and Tangibility as the key variables. An online questionnaire has been adopted and disseminated to the respective respondents who have stayed in or visited a 4-star hotel in Kuala Lumpur. The SPSS Version-27 software has been used to tabulate a total of 401 collected responses. Findings show a significant, positive correlation from all the three service-quality dimensions with Reliability as the most significant dimension that associates with Customer Satisfaction. These findings suggest that customers are most satisfied when they experience reliable and professional service from the staff, who consistently deliver on promises, handle problems effectively, adhere to schedules, and ensure the confidentiality of customer data. Insights from this study could provide valuable information, especially to hospitality businesses, in offering a deeper understanding of service quality and how to consistently enhance the services they offer.

English Needs by Hotel Receptionists in Sikka: An Analysis of English for Hospitality

The urgency of this research is to improve the quality of hotel services in the Sikka district by identifying hotel receptionist’s needs and challenges in using English. In addition, understanding the English communication needs of hotel receptionists may provide beneficial insight into the industry of hotels and hospitality. This research aims to analyze the English needs of hotel receptionists and identify the importance of using English and the challenges often faced in communicating using English. This research was conducted in several hotels in the Sikka district using qualitative methods. This research employs in-depth interviews with 4 hotel receptionists to gain comprehensive data. The results showed that good English skills are indispensable for receptionists to serve guests more effectively, provide accurate information, handle complaints or special requests from foreign guests, create positive experiences, and support the growth of the hotel business. In addition, this research found that the main challenges faced by receptionists in communicating using English include a lack of technical vocabulary, difficulty understanding different accents and dialects, and constraints in responding quickly and appropriately in emergencies. Solutions to overcome the challenges are continuous and focused English training is essential to overcome these challenges and improve the communication skills of hotel receptionists. In addition, the use of technology such as translator apps can help language obstacles in real-time. In this case, receptionists can be more confident and competent in using English, thus providing better service to international guests.

The relationship of the use of information technology to the quality of hotel service: an analytical study in some hotels in Najaf

The relationship of the use of information technology to the quality of hotel service: an analytical study in some hotels in Najaf

Guest Insight Regarding Service Quality in Hotels: An Empirical Study from Bangladesh

Guest Insight Regarding Service Quality in Hotels: An Empirical Study from Bangladesh

An Investigation of How Hotel Image, Hotel Service Quality, Guest Loyalty, And Guest Experience Influence Luxury Hotel Guest Revisit Intention in Thailand

This study examines the factors influencing the likelihood of luxury hotel guests returning for future visits. Drawing from existing literature, the author identified five underlying factors and 18 observable factors, leading to the formulation of nine conceptual hypotheses. The sample consisted of 317 guests from ten 5-star luxury hotels in Thailand. Utilizing structural equation modeling (SEM) with LISREL 9.10, it was determined that all variables in the model positively impacted the intention of luxury hotel guests to revisit, explaining 81% of the variance collectively (R2). Among these factors, hotel image emerged as the most significant predictor, followed by hotel service quality, guest loyalty, and guest experience. Notably, it was observed that there were strong connections between guest experience and service quality, as well as hotel image and service quality. Additionally, eight out of nine hypotheses received empirical support. This study underscores the importance of luxury hotels fostering a workforce aligned with the brand's values, as staff play a pivotal role in influencing guest revisit intentions. These findings hold particular relevance as the tourism and hospitality industry navigates the post-COVID-19 recovery phase.

Are hotels meeting customer expectations regarding service quality

This study explores customers' perceptions of the service quality provided in the hotel industry in Pretoria, in the Republic of South Africa. Considering the growth of the hotel industry in Pretoria, this study revealed that customers expect to receive a high level of service quality, leading to customer satisfaction and producing a positive perception of hotel service quality. An exploratory research design was adopted, and qualitative data were collected by interviewing hotel customers. Regarding limitations, this study was conducted at one selected hotel in Pretoria. Atlas.ti software was used to analyse the collected data. The analysis of the data identified several specific themes that were relevant to shaping the perceptions of the respondents in terms of service quality and their satisfaction with the service quality received. The themes supported existing literature regarding (i) the factors influencing perceptions of service and (ii) the specific influences within those themes, which were elaborated on, finally leading to recommendations for managing service quality perceptions in the hotel industry.

МЕТОДИ ОЦІНКИ ЯКОСТІ ГОТЕЛЬНИХ ПОСЛУГ

The article, based on various sources, interprets methods for assessing the quality of hotel services. It determines that methods for assessing the constituent elements of service quality are based on the result and process of the service provision and identification of the quality characteristics of the service related to the conditions of service. The article systematizes the key parameters used to calculate the Customer Satisfaction Index (CSI), and also conducts a correlation and regression analysis of the relationship between the total income of hotels and hotel-type enterprises in the Republic of Azerbaijan and wages paid to employees. Keywords: customer satisfaction, index, hotel, model, regression analysis, correlation, regression, digital transformation

Assessing Green Practices on Eco-Friendly Hotel Customer Loyalty: A Partial Least Squares Structural Equation Modeling and Fuzzy-Set Qualitative Comparative Analysis Hybrid Approach

With a global focus on environmental sustainability, hotels worldwide are actively transitioning their services from conventional to eco-friendly practices. This study aims to comprehensively understand the factors that contribute to visitors’ satisfaction in eco-friendly hotels and how this satisfaction influences customers’ future reactions towards such environmentally conscious establishments. Employing the Stimulus-Organism-Response theory, this study collected data from 277 respondents using a robust quantitative research strategy. A combined approach of Partial Least Squares Structural Equation Modeling (PLS-SEM) and Fuzzy-Set Qualitative Comparative Analysis (fsQCA) was employed, to uncover deep insights into visitors’ satisfaction and their reactions towards eco-friendly hotels. The PLS-SEM results reveal significant associations between customers’ satisfaction towards eco-friendly hotel services and service quality, green practices, perceived value, and environmental sensitivity. Moreover, this study highlights a positive correlation between satisfaction and crucial outcomes like revisit intention (RVI), willingness to pay a premium (WTPP), and word-of-mouth intention (WOMI). Complementing these findings, the fsQCA analysis uncovers intricate causal relationships among antecedents that influence customer satisfaction in eco-friendly hotels. By offering critical marketing insights, this study provides guidance for hotels, the tourism industry, and policymakers on attracting customers to eco-friendly hotels, to meet the increasing demands for environmental sustainability.

Research on Hotel Service Quality Improvement Based on Text Analysis

This paper takes Shanghai Kempinski Hotel as the research object and focuses on its service quality. This paper obtains 760 effective review data from Ctrip website, and uses text analysis method to statistically analyze and process the content of the reviews. Combining the online review data with the existing literature, the service quality of Shanghai Kempinski Hotel is evaluated and analyzed from the aspects of tangible product quality and intangible product quality. The results of the comment analysis show that the main problems of tangible product quality lie in the hygienic environment, equipment and facilities that are not professional enough, and the main problems of intangible product quality lie in the low service efficiency, poor service attitude, and so on. Finally, combined with the problems of the hotel service, respectively, from strengthening training to improve the quality of staff service, do a good job of hygiene inspection, strengthen the construction of equipment and facilities, etc. put forward the corresponding countermeasures recommendations.

Mathematical models for improving the quality of services in hospitality industry

The article discusses the importance of developing a high-quality hotel product in the context of modern requirements for technical, technological, and environmental standards. The paper identifies key parameters that influence the assessment of the quality of a hotel offer, such as the location of the hotel, range of services, infrastructure, service technologies, pricing, and others. In addition, various mathematical models are considered, including a customer satisfaction assessment model, a demand forecasting model, a pricing optimization model, an inventory management model, and others, which can be applied to improve the quality of service in the hotel industry. This article aims to better comprehend the dynamics of changing customer needs and effectively adapt the hotel offer to market requirements. The authors draw attention to the importance of high-quality service for creating customer satisfaction and brand loyalty. The article also discusses in detail the aspects of checking the quality of hotel services, the problem of conflict of interests between customer expectations and reality, as well as mathematical methods for studying customer preferences for hotel services.

Fuzzy Logic In The Digital Travel Era: Enhancing Tourist Experience Through Comprehensive Hotel Reviews And Sentiment Analysis

In today's society, social media is becoming a more and more important part of our everyday lives as it continues to evolve. Lot of of users assess and tourist rate attractions daily, and hotels play a significant part in travel. Following reviews can be implicated to fuzzy logic, which will be beneficial for resolving the fame of tourist attractions and hotel reviews. Tourists can choose their accommodation and travel destinations with ease based on the outcome of the fuzzy control system. In this research, fuzzy logic has been used to implement sentiment analysis. To provide precise pass on relating to a few aspects chosen by the end user, the system uses attributes including food quality, service, locations, and ratings. This method enables customers to assess a certain hotel service's quality using a variety of factors. Additionally, a user can compare various hotels in depth. To accomplish this, a membership task that specifies how a smooth value maps to the term on a scale of 0 to 1 is used in the proposed system of fuzzy logic. It essentially outlines "how good" something is and how to produce complex behaviour from a condensed, understandable set of professional guidelines before passing these variables to a fuzzy control system. Using a set of rules, a fuzzy control system connects fuzzy variables. These laws are merely mappings that explain the relationships between one or more fuzzy variables. After specifying the inputs and obtaining the priority of the alternatives, the control system is finally simulated. As food preferences, service quality, and user-specific amounts vary, the system is scaled for each individual user. As a result, the system offers more accurate outcomes and increased classification method accuracy for the supplied review data set. Future research will use the Trapezoidal Fuzzy Number (TpFNs) as an evaluation tool to reflect clearly the variation of an element from 0 to 1 in order to increase the model's accuracy.

Clustering Analysis of Hotel Network Reviews Based on Text Mining Method

With the development of information technology, users use online platforms to post real-time online comments to express their preferences and opinions on goods or services. Online review information expresses users' behavioral habits and special preferences. In depth, analysis of hotel online reviews can improve the adaptability of hotel services to user needs. Effective mining of the vast user review data will provide value for the development of the tourism industry. Using text mining methods to process hotel review data, multiple clustering methods were compared and analyzed for positive and negative feature words from the perspective of user experience. It was found that the k-means++ algorithm had a better clustering effect on user network reviews and achieved better clustering and segmentation of user evaluation information. Unsupervised clustering analysis can be used to further classify online comment information into categories based on positive and negative reviews, providing intellectual support for improving the precision and personalized service quality of hotels.

The research of the influence of hotel service quality on the customer satisfaction level in the post-COVID period

Restoring the country’s hotel sector after COVID-19 requires comprehensive efforts, including service quality that impacts customer satisfaction and loyalty. Undoubtedly, measures were taken timely to maintain and restore the quality level. Nevertheless, this is a challenge for the sector with its consequences. Additionally, the current situation and the complexity of the new global economic relations have increased that impact. The combination of these consequences has the most significant burden on the personnel and managers of the hospitality industry. After quarantine restrictions, consumers crave vivid emotions, traveling, high-quality services, and good-natured and competent attitudes toward them. The level of satisfaction largely depends on service quality provided from registration to departure. The post-COVID period is poorly studied, the recovery process is proceeding quite quickly, requires new approaches and effective solutions, especially in light of the satisfaction of the contemporary guests’ needs and the latter are changing. The problem of the study is to determine the level of consumers’ satisfaction with hotel services after the lifting of restrictions, and, as it is known a satisfied guest leaves more money in the tourism industry, which gives a positive impetus to the tourism development in the country, region, and district. The discussion included the following research methods: a literature review and a survey of consumers who traveled and lived in hotel enterprises among 181 respondents. Using the analysis results, practical recommendations were formulated for hotel managers and staff, which would ensure sustainability and valuable solutions for implementation. The scientific study offers an empirical contribution based on the consumers’ opinions regarding hospitality enterprises.

INNOVATION MODEL OF HUMAN RESOURCES TRAINING AND DEVELOPMENT FOR THE HOTEL INDUSTRY FROM THE ASEAN STANDARD FRAMEWORK: A CASE IN NAKHON RATCHASIMA PROVINCE, THAILAND

From the current global changes and the rapid development of innovation and technology, personnel development according to the previous approach may be insufficient for work. It is necessary to increase the skills of the workforce and improve work efficiency for higher quality. This research aims to study the training and development of human resources in the hotel industry in Nakhon Ratchasima Province at present, to study innovations in training and human resource development in the hotel industry and the ASEAN hotel industry standard framework, and to propose the innovation model for training and development of human resources in the hotel industry from the ASEAN standard framework. The findings suggest implementing the innovation model of resources training and development in the hotel industry by integrating modern technology and training techniques into use in developing staff in various forms that are in accordance with the ASEAN standard framework and hotel service standards to increase the hotel service quality and staff performance. The quantitative approach was employed by using structural equation modeling for path analysis. The data was collected by using questionnaires from 400 samplings from hotel staff in Nakhon Ratchasima Province. The model is consistent with empirical material in statistical significance. It can confirm that seven significant factors directly affect service performance which are job rotation, blended learning, practice training, classroom training, study tour for learning, learning through playing games, and teaching respectively and the new model was proposed for innovative development and training for the hotel staff. This research proposes an innovation process for hotels to implement the use of technology and techniques for human resources training and development. It can increase staff service performance, lead to positive guest experience and satisfaction, and lead to hotel revenue. However, the potential, the different hotel contexts and characteristics, and its organizational culture should be considered for the implementation.

The moderating impacts of COVID-19 fear on hotel service quality and tourist satisfaction: Evidence from a developing country

The moderating impacts of COVID-19 fear on hotel service quality and tourist satisfaction: Evidence from a developing country

The Mediating Role of Technology During the Covid-19 Pandemic on Guest Convenience and Service Quality of Hotels

The Mediating Role of Technology During the Covid-19 Pandemic on Guest Convenience and Service Quality of Hotels

Gender Perspectives on the Service Quality of Low-Cost Hotels

Service sector has recently become quite important to the global economy. The Nigerian government and numerous public sector investors are developing infrastructure and implementing sound business plans to take advantage of the hospitality industry's enormous potential in the service sector. However, due to the intense competition in the marketplace and the hospitality sector's rapid development, many businesses have felt pressure to distinguish themselves from rivals through superior customer service. Despite the level of competition among the low-cost hotels, most of the low-cost hotels in Nigeria still lack marketing concepts to attract guests. Previous studies on SERVPERF (service performance) model focused on other classes of hotels, neglecting low-cost hotels. Thus, this study analysed the SERVPERF dimensions regarding guests' satisfaction in low-cost hotels, from the demographic perspective (gender). Five undergraduate students received authorization from low-cost hotels to collect research data with the assistance of hotel employees. Each of the five survey teams consisted of a hotel employee who speaks and understands Hausa language (local language) as well as an undergraduate student from Federal University Gusau, Zamfara state, Nigeria. Data were collected from 300 guests at low-cost hotels and analysed through structural equation modelling (SEM). Composite reliability, Cronbach’s alpha and average variance extracted were used to test the reliability and validity of the instrument. It was revealed that assurance positively influenced male guests’ satisfaction, while reliability positively influenced female guests’ satisfaction in low-cost hotels. Furthermore, assurance negatively influenced female guests’ satisfaction. Male guests in low-cost hotels cherish the staff’s expertise and civility, as well as their capacity to instil trust and confidence. They want the hotel employees to make them feel comfortable while the services are being provided. The study’s practical implications are elucidated in this paper.