Hotel Service Quality Research Articles

Tourists’ Satisfaction Towards Service Quality Of Hotels In Goa, India

Tourists’ Satisfaction Towards Service Quality Of Hotels In Goa, India

Research Directions and Methodology for Measuring the Quality of Hotel Services: Bibliometric Analysis

Abstract Purpose This study aims to map past and current research on hotel service quality, taking into account recent technological developments. It describes the evolution of research subjects, identifies key bibliographic indicators, and explores methodological approaches used in the research. Design/Methodology/Approach This study uses bibliometric analysis to examine articles from Scopus and Web of Science (a dataset of 1361 articles). Data preparation, coding, and analysis were done with the R Bibliometrix library, and the analysis of research methods of hotel service quality was done with MaxQDA24. Co-word network analysis allowed for the identification of the thematic clusters and research themes’ evolution over time. Findings The study shows the change from traditional to technology-integrated service quality metrics. While quantitative methods remain prevalent, the growing inclusion of artificial intelligence and machine learning can be observed. It highlights how important online reviews and bookings are in evaluating service quality. Practical Implications The paper presents the justification for hoteliers’ need to use advanced tools for service quality measurement and embrace digitalization in hospitality management. Originality/Value This paper extensively examines how digitalization has changed the approach and evaluation of hotel service quality Mapping scholarly research over three decades explains the transition from the SERVQUAL model and survey research to dynamic, technology-driven instruments. This research offers a comprehensive bibliometric synthesis highlighting digitalization’s transformative impact on hotel service quality assessment and methodology evolution, emphasizing its significance.

Exploring the criteria for a green and smart hotel: insights from hotel managers' perspectives

PurposeThis study aimed to explore the adaptations and perspectives of hotel managers regarding green and smart hotel technologies within the context of sustainability.Design/methodology/approachA comprehensive literature review guided the formulation of this study, followed by face-to-face, semi-structured interviews with hotel managers. A total of 17 prepared questions were finalized after examination by two expert academicians. The responses were analyzed using qualitative research methodology and the results were weighted using the step-wise weight assessment ratio analysis (SWARA) method.FindingsInterviews with sustainability and operational managers yielded insights into environmentally friendly practices and strategies such as reducing energy and water consumption, waste and chemical reduction, supporting local entrepreneurs and adopting smart technologies. These factors are crucial in eco-friendly hotels. According to the SWARA analysis, 'reducing energy consumption' is the most effective criterion.Research limitations/implicationsThis study offers insights into green and smart hotel management by focusing on the perspectives of hotel managers with a small sample. In future studies, research with larger samples on customer perspectives and the effect of hotel selection is recommended.Practical implicationsThis study offers insights to hotel managers on energy conservation and customer satisfaction enhancement through green and technological applications. These technological applications can improve hotel service quality and provide personalized experiences, fostering customer loyalty.Originality/valueThis pioneering study focuses on the intersection of green and smart practices in hospitality. By intertwining the often separately discussed concepts of “green” and “smart,” this study presents a novel approach to the sustainability practices in the hospitality industry, holding a key position, especially in Turkey. Implementing these concepts can yield environmental and economic benefits, offering invaluable insights to hotel managers and policymakers into integrating smart technologies with sustainability.

Studying the effectiveness of investments in hotel services using customer sentiment analysis

AbstractThe main aim of the article is to assess investments in hotel services in Poland in 2018–2020. The assessment was carried out by examining the correlation between financial outlays in the hotel industry in powiats (counties) and voivodeships of Poland and customer opinions expressed in internet entries on the websites of individual tourist facilities. The methodology for testing the sentiment of text documents is an unsupervised classification algorithm applied to the Polish language. The classification task consists of the unsupervised assignment of a text document to one of three sentiment classes: positive, neutral, or negative. The research is based on opinions collected from 906 hotels and the amount of financial investment in individual hotel segments (categories) in the surveyed years on a powiat basis. Financial investment data were gathered from the official statistical yearbook websites and internet entries were scraped from the websites of individual tourist facilities. The analysis shows a positive relationship between the size of investment in hotel services and the sentiment of customers' opinions. The scientific contribution of the research is threefold. Firstly, an attempt is made to assess the efficiency of investments in hotel services in Poland in recent years. Secondly, the approach applied omits the downsides of other popular models of assessing the quality of services. Thirdly, the algorithm used quite precisely finds the categories required for a different kind or broader analysis of the quality of hotel services.

Customer Demographics and Hotel Service Quality: An Indepth Investigation

The hospitality industry is characterized by its dynamic and competitive nature, necessitating a nuanced understanding of customer preferences and expectations. Through a thorough analysis, this research seeks to understand the multifaceted connection between customer demographics and hotel Service Quality (SQ). The hospitality sector has to comprehend how the different demographic aspects affect how the customers perceive and they are satisfied with hotel services to customize services while enhancing the overall experience for customers. This research is experimented in the SPSS tool regarding analyzing the customers' perceptions of SQ in hotels. A standardized questionnaire was implemented to survey 550 hotel customers and the results were analyzed in terms of the demographics of the participants. To determine whether there were any significant associations or distinctions, the t-test for independent samples (IS) and the “Chi-square test” was employed. Significant variations were found in the outcomes of the 4 dimensions regarding SQ. It was typical to find that, depending on their demographics, hotel customers' opinions of the quality of the services offered differed greatly. The hotels throughout India were frequented by people from a wide range of backgrounds. Customer demographic traits probably have an impact on how well they perceive the quality of the services provided by hotels.

Research on the role of residential hotels in rural tourism in the context of big data

Abstract The development of residential hotels has new practical significance in today’s rural tourism which is heating up and getting more and more attention and development. This paper constructs a service quality evaluation system for residential hotels based on SERVQUAL service quality model and introduces gray correlation analysis and multiple linear regression to analyze the role and influence of residential hotels on rural tourism development. Taking the data of residential hotels in Province S as the research sample, the gray correlation degree and service quality gap of residential hotel service quality were verified, and the interaction between them was verified by regression analysis under different fixed effects. The results show that the gray correlation of safety in the service quality of residential hotels is the highest at 0.7812, the gap of service quality advantage is 0.46 points higher than the mean value of rural tourism tourists’ expectations, and the explanatory degree of the service quality of residential hotels to the development of rural tourism reaches 72.4% in all dimensions. The development of rural tourism can be boosted by improving service quality in residential hotels and meeting the expectations of tourists regarding rural tourism.

ФАКТОРИ ВПЛИВУ НА ЯКІСТЬ НАДАННЯ ПОСЛУГ ГОТЕЛЬНИМИ МЕРЕЖАМИ

Given the dynamics of economic, political, social, and environmental processes in the globalised world, a number of unresolved spectrums of internal and external influences are emerging on the hotel business. The issues of quality of hotel services and, accordingly, identification and consideration in the hotel business of the factors influencing the quality of service provision by hotel chains remain a priority under any circumstances, which determines the relevance of this study, in particular, with regard to the conditions for meeting quality standards and satisfying consumer needs in crisis conditions, conditions of uncertainty, and the urgency of resolving certain issues related to providing guests with appropriate conditions of basic and additional services and maintenance. The article is aimed at considering and formulating, on the example of hotel enterprises in Ukraine, the essence and significance of factors influencing the quality of service provision by hotel chains in the current business environment. The object of the study is the factors influencing the quality of service provision by hotel chains. The subject of the study is a set of theoretical and methodological foundations for determining the essence and peculiarities of determining and taking into account in economic activity the factors influencing the quality of service provision by hotel chains. The scientific novelty of the study is to summarize the arguments for determining the level of influence of various factors on the quality of service provision by hotel chains in Ukraine under martial law. Methodology and research methods. A number of methods have been used to reveal the topic of the research, the main of which are the methods of observation and comparison, synthesis and analysis, statistical; graphical and tabular techniques. The article summarizes the arguments on the expediency of determining the essence of the factors influencing the quality of service provision by hotel chains and taking into account their features in the context of the crisis in the Ukrainian economy. The article systemises scientific theoretical, methodological, analytical and applied principles concerning regulatory requirements to the quality of hotel services, as well as conditions for ensuring quality service by hotel chains. The results of the study may be of interest and use to a wide range of hospitality industry professionals, as well as higher education students studying in the fields of tourism and hotel and restaurant business.

Dimensions of hotel service quality and its impacts on guest satisfaction and loyalty

Dimensions of hotel service quality and its impacts on guest satisfaction and loyalty

Upaya Peningkatan Pelayanan Melalui Room Attendant di Hotel Grand Mercure Solo Baru

One of the factors that influences guest satisfaction is service quality. One effort to improve service quality is through the Housekeeping Department, in the Room Attendant section. These efforts can be enhanced through management and operational levels. Therefore, it is important to know the efforts made by the Grand Mercure Solo Baru Hotel to improve the quality of hotel services through the Room Attendant section. The research approach used in this research is a qualitative research approach. Primary data through direct observation in the field, in-depth interviews with sources, Executive Housekeeper, Casual Housekeeping Supervisor, field documentation in the form of field photos, and official documents provided legally. Secondary data uses articles, books and so on. The research instruments used in this research were observation and in-depth interviews. Data were analyzed by data reduction, data presentation, drawing conclusions and verification, final conclusions. Based on research, it was found that efforts to improve the quality of room attendant services through the managerial level are to hold routine training every 4 months, tightening the SOP for Room Attendants. At the operational level, the focus is on employee attitudes towards guests, including a clean and neat appearance according to SOPs and behavior with the 5S principles (smile, greet, salute, be polite, courteous).

Role of the Green Supply Chain on Improving the Quality of Hotels Services: A Field Study in the Hotels of the Capital City of Sana'a

This study aimed to investigate the impact of green supply chains on the enhancement of hotel service quality within the hotels of the capital city of Sana’a. Furthermore, the research sought to examine the adjusted role of hotel size in influencing the relationship between green supply chain management and the quality of hotel services. To accomplish these objectives, a descriptive-analytical approach was employed. The data was collected by a questionnaire. A total sample of 313 individuals was selected randomly from a population of (1214). The data analysis was conducted using the partial least squares structural equation modeling (PLS-SEM) technique with the Smart PLS software, as well as the Statistical Package for the Social Sciences (SPSS). The findings of the study revealed a statistically significant role played by green supply chains in improving the quality of hotel services in Sana'a. Additionally, the study underscored that the size of the hotel moderates the relationship between the management of green supply chains and the quality of hotel services.

Качество услуг в индустрии гостеприимства

Quality in the provision of hotel services has always been the main factor in customer satisfaction and loyalty. Despite the current political situation in the world, people continue to travel and visit hotels. Of course, the number of guests in hotels has recently decreased significantly, but this should in no way affect the quality of service. Hotel guest satisfaction is when the guest feels that the technical characteristics of the service are clearly tied to his expectations. Improving the quality of hotel services provided is critical to improving hotel service management in Russia's competitive hotel business. The subject of the article is improving the quality of hotel services in order to increase the loyalty and satisfaction of guests. The concepts of quality of hotel services and methods for assessing the quality of guest service are considered. The features of quality management in a hotel are discussed in detail.

Factors Affecting Service Quality in a Saudi Hotel Industry: A Case Study in Albaha, Saudi Arabia

Purpose of the study: The objective of this study is to examine the factors that influence Service Quality (SQ) in hotels located in Albaha, Saudi Arabia, and evaluate the extent of their influence. Methodology: Data was collected from 500 customers using the SERVQUAL questionnaire, with 327 responses suitable for analysis. Convenience sampling was used, and Smart PLS software aided in data analysis. Main findings: Tangibility and Empathy significantly influenced Service Quality, while Reliability, Responsiveness, and Assurance had negligible impact. Research limitations/implications: This study offers insights for enhancing social intelligence (SQ) in Albaha's hotel industry, highlighting areas for further research. Conclusions: This study reveals that Tangibility and Empathy significantly influence Service Quality in Albaha's hotels, while Reliability, Responsiveness, and Assurance show negligible impact. These findings provide actionable insights for enhancing social intelligence in the local hotel industry and highlight avenues for further research. Novelty/Originality of this study: The study sheds light on the factors affecting service quality in Albaha's hotels, proposing culturally appropriate strategies for improvement.

Practical training model for students in tourism and hospitality：Description of the elements of the practical training system at the university

The article discusses the actual problems of practical training in the tourism and hospitality industries in Russia and identifies the main problems of training specialists at Russian specialized universities. The main focus is on building partnerships between universities and employer organizations in order to train highly qualified specialists. Purpose: The research is aimed at creating an effective model of practical training based on the interaction of the university with employer organizations within the framework of the training of specialists in the tourism and hospitality industries. Design/Methodology/Approach: The work is based on scientific publications devoted to evaluating the effectiveness of the existing system of personnel training for the tourism and hospitality industries, studying its features, building models of vocational education, and using practice-oriented programs in the training of specialists. To study the problems of practical training of personnel for tourism and hospitality, systematic and structural approaches were used as a methodological basis, as well as methods of analysis and synthesis, the study of models of cooperation between universities and employers, and methods of monitoring and evaluating the quality of training specialists. To obtain empirical data, an analysis of the needs of the labor market for specialists in the hospitality industry was carried out, as was the study of models of cooperation between universities and employers. Results: In the course of the work, the author has formed a model of practical training for specialists in the tourism and hospitality industries, including the purpose and objectives, process requirements, organization conditions, and requirements for the results of the process. The innovative nature of the proposals lies in the development of new models of practical training based on gamification technology. The direction of further research may include the development of a methodology for the organization of the university’s interaction with employer organizations in the framework of practical training. Conclusion: The results of the study can be used by professional educational organizations to organize the process of practical training of students, which will effectively solve the problem of training personnel for tourism and hospitality. The social consequences of organizing the process of practical training for students will include increasing the competitiveness of graduates in the labor market, improving the quality of tourist and hotel services, introducing innovations into the tourism and hospitality industries, and developing startups.

Measuring the level of quality of hotel services provided in hotels operating in the city of Al-Khoms

The study aimed to know the level of quality of hotel services provided in hotels operating in the city of Khoms from the point of view of their guests during the month of July 2022. The descriptive approach was adopted to reach accurate and detailed knowledge about the problem of the study. The study included all (488) hotel guests operating in the city of Al-Khoms during the month of July 2022, and a sample size of (200) individuals was taken. The number of questionnaires that were analyzed was 159, or 73.3%. The statistical processing of the data was done using a program SPSS statistical packages, It concluded that the level of quality of hotel services provided in hotels operating in the city of Al Khoms was very high from the point of view of its guests during the month of July 2022, and recommended increasing interest in developing and improving hotel services in line with the needs of its beneficiaries, through coordination with the Ministry of Tourism to help provide needs. necessary, and employing them to serve the beneficiaries of hotel services in the hotels under study.

РЕАЛІЗАЦІЯ ІННОВАЦІЙНИХ РІШЕНЬ В УПРАВЛІННІ ПЕРСОНАЛОМ ГОТЕЛЮ

To date, the hotel business of Ukraine is in a state of crisis: many enterprises have ceased operations, some are located in the occupied territories or have suffered destruction, the lack of tourists and the mass outflow of qualified personnel, all this negatively affects the tourism industry and the economy of the country as a whole. In this regard, hoteliers need to introduce new services, attract consumers of hotel services and find innovative solutions for managing accommodation. In the field of service, the human factor is the main factor in the provision of services, therefore, for the effective management and operation of a hotel enterprise, it is necessary to conduct training and professional development of personnel. The research methodology was based on the use of methods of systematic and theoretical analysis, analysis of sources of information on the research problem, and the method of comparison. The article discusses the concept of personnel management in hotels, as well as classical and modern management methods. Taking into account that time does not stand still and new strategies in education are emerging, innovative solutions for training specialists in the hotel sector have been researched. The most popular currently are: elearning system, onboarding, training programs, coaching and motivation programs. All of the above methods are effective, but their combination is the most successful for management. The adaptation of newly hired personnel is of particular importance in the crisis period, in this regard, the stages of the employee onboarding process are considered. Training programs are very popular among hoteliers, so the most popular types of them were investigated as part of the article. The need for systematic training of hotel employees as a basis for increasing the efficiency of their activities and improving the quality of hotel service has been proven. The use of the proposed methods of management and training of hotel employees will accelerate the adaptation of newcomers, professional development of their skills and knowledge, improve communication with visitors and management, increase motivation and reward, care for the well-being of employees, and systematic monitoring and evaluation will help ensure the successful future of the hotel enterprise. The results of the conducted research create a basis for further study of the problem of implementing innovative hotel management solutions, and also require practical implementation in hotel enterprises.

New demands by hotel customers post COVID-19 era

Purpose The purpose of this study is to understand the situation of hotels and tourism industry in Malaysia during and in post Covid-19 and to mitigate indirect damage caused by COVID-19 to the hotel business and tourism industry by examining the factors that have an influence on hotel’s customer satisfaction rating and revisit intention through an integration of service quality (SERVQUAL) framework and expectation-confirmation theory (ECT). Design/methodology/approach The SERVQUAL and ECT were considered the underpinning theoretical models but are integrated and extended by including a few additional variables. Data were collected from 458 respondents of travelers and hotel customers in Malaysia and analysed by applying partial least squares structural equation model technique. Findings The empirical results established that significant positive relationships exist between the three newly emerged independent variables (IVs), namely, hygienic practice, greenness of service and digitalization and hotel customer satisfaction towards hotel revisit intention, and only two variables from SERVQUAL, namely, reliability and assurance, have a significant relationship with hotel customer satisfaction towards hotel revisit intention. The results reveal that customer satisfaction has significant direct effect between above-mentioned IVs and customers revisit intention. Research limitations/implications The use of purposeful sampling method in only one country might limit the generalizability of the results. Future research should be planned to duplicate the current study using a sizable sample of participants from multiple countries and include other related factors related to the pandemic phenomena such as safety, hotel location and health value offered. Practical implications Theoretical findings imply that service quality is a dynamic theory that should be examined continuously to achieve sustainable and resilient performance in today’s competitive business environment, as some modifications inevitably occur over time and new factors could be emerged. Regarding practical implications, study findings proved the great significance of assurance, reliability, digitalization, greenness and hygienic practices on customer satisfaction towards intention to revisit to hotel. Therefore, it is critical for hotel management to retain hotel business industry in a way that fits and matches customer’s health protection, meets customer’s newly prompted expectations and needs and ensures resilience during unsettled times. Originality/value This study is unique as the newly emerged variables are included in the research framework, and thus it helps to close the literature gap by introducing an integrated SERVQUAL and ECT theoretical model, which rarely performs in this context and can be replicated or extended with validated scales. This study contributes to enhancing hotel and tourism sustainable service quality performance to achieve myriad economic and health values.

Measuring Hotel Service Quality Using Social Media Analytics : The Moderating Effects of Brand of Origin

Measuring Hotel Service Quality Using Social Media Analytics : The Moderating Effects of Brand of Origin

Bibliometric review of scholarly work on service quality and customer satisfaction in hotels

Service quality and customer satisfaction are the most sought-after research topics among marketing scholars. The study performs a bibliometric analysis of service quality and customer satisfaction in hotel research over a decade (2013-2022). The data for the study were extracted from Dimensions.ai using the search string "Service quality" AND "Customer satisfaction" AND "Hotel". A total of 231 articles meeting the criteria were analysed, and it was found that research in this field has grown year on year. Citation analysis revealed that Lujun Su, Scott R. Swanson and Xiaohong Chen are the most influential authors, and Tourism Management is the most influential journal. A keyword analysis was also called of the abstract text.

ANALYSIS OF HOTEL STAFF IN IMPROVING THE QUALITY OF SERVICE IN HOTELS

This article examines the impact of hotel employees industry knowledge and skills on customer satisfaction in improving service quality and competitiveness in hotels. During the process analysis, questionnaires were developed and interviews were conducted with hotel staff, customers, and management personnel to determine the interaction of these two variables. Based on the results of the research, ways to gain loyal customers and, as a result, to achieve the economic efficiency of the enterprise, by increasing the potential of personnel, are proposed.

CUSTOMER SATISFACTION AND SENTIMENT REVIEWS ON SELECTED BOOKING SITES OF MANILA MANOR HOTEL 2019-2021

One approach to significantly enhance hotel products, services, and marketing strategies is through online guest evaluations. However, few research has examined online reviews utilizing a SERVQUAL model for sentiment analysis, therefore addressing this gap, notably in the Philippine hotel industry. The SERVQUAL model, which was modified in accordance with the purpose of the study, served as the foundation for the framework. Customers who had stayed at and evaluated the establishment on Agoda, Kayak, and Booking Web Portal served as subjects, and Qualitative Sentiment Analysis Research design was used. The results were divided into positive and negative sentiments and categorized using the five RATER (Reliability, Assurance, Tangibles, Empathy, and Responsiveness) dimensions of service quality. The validity and reliability of the instruments used can be attributed to the literature utilizing and validating them as a measurement scale of customer satisfaction. Finally, the study revealed that the overall satisfaction of guests at the hotel establishment was heavily influenced by physical hotel features rather than intangible factors. The researchers were then able to provide specific suggestions for improving the hotel service and product quality, as well as prospective program improvements which can also be used by other accommodation.