Hotel Image Research Articles

Influence Quality of Service and Hotel Image to Loyalty Through Hotel Customer Trust in Gorontalo City

The economic growth of Gorontalo City has had an impact on many entrepreneurs who invest in various fields, including the world of hotels. One way to maintain its existence is that hotel business players must be loyal to the customers. This study is to analyze the effect of service quality and hotel image on customer trust. The effects of service quality and hotel image on customer loyalty. The effects of customer trust on customer loyalty. Customer trust mediates the effects of service quality and hotel image on customer loyalty. The research population is guests who stay at hotels in the city of Gorontalo totaling 671 hotel guests with a research sample of 250 hotel guests. The analytical technique used is descriptive statistics so as to produce the average value (mean) of each indicator. The results showed that hotel customers in Gorontalo City strongly agree that service quality is formed by tangibles, reliability, responsiveness. Keywords: service quality, hotel image, customer trust, customer loyal

Let pictures speak: hotel selection-recommendation method with cognitive image attribute-enhanced knowledge graphs

PurposeThe purpose of this paper is to study the importance of image data in hotel selection-recommendation using different types of cognitive features and to explore whether there are reinforcing effects among these cognitive features.Design/methodology/approachThis study represents user-generated images “cognitive” in a knowledge graph through multidimensional (shallow, middle and deep) analysis. This approach highlights the clustering of hotel destination imagery.FindingsThis study develops a novel hotel selection-recommendation model based on image sentiment and attribute representation within the construction of a knowledge graph. Furthermore, the experimental results show an enhanced effect between different types of cognitive features and hotel selection-recommendation.Practical implicationsThis study enhances hotel recommendation accuracy and user satisfaction by incorporating cognitive and emotional image attributes into knowledge graphs using advanced machine learning and computer vision techniques.Social implicationsThis study advances the understanding of user-generated images’ impact on hotel selection, helping users make better decisions and enabling marketers to understand users’ preferences and trends.Originality/valueThis research is one of the first to propose a new method for exploring the cognitive dimensions of hotel image data. Furthermore, multi-dimensional cognitive features can effectively enhance the selection-recommendation process, and the authors have proposed a novel hotel selection-recommendation model.

Research on the Impact and Countermeasures of Exhibition Environment on Hotel Indoors

In the modern hotel industry, the optimization of indoor display environment not only affects the first impression of customers, but also has a profound impact on the brand image and market competitiveness of the entire hotel. A well-designed display can significantly enhance customer experience, enhance customer satisfaction and loyalty towards the hotel. The focus of this study is to explore the overall impact of display environment on the indoor atmosphere of hotels, and provide targeted improvement strategies. Further empirical research is used to support theoretical analysis and strengthen the practical application value of display environment. The article aims to provide hotel managers with a systematic solution to optimize indoor displays and stimulate the potential commercial value of the hotel.

The Effect of Perceived Justice Dimensions of Service Recovery on The Brand Image of Egyptian Hotels

The Effect of Perceived Justice Dimensions of Service Recovery on The Brand Image of Egyptian Hotels

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.

Analysis of The Influence of Promotion Through Digital Marketing and Effectiveness of Marketing Communication on Customer Decisions in Hospitality Industry

This research aims to determine the marketing communication strategies used to increase occupancy. We used qualitative and descriptive research. The researcher employed a case study as the research method. In-depth interviews provided the techniques for collection. The research results revealed that the public relations division, in collaboration with the hotel marketing team, designed and implemented the marketing communication strategy. Public relations is a communication facilitator, especially in communicating hotel products and services through various marketing strategies. This strategy is divided into three, namely the push strategy, which uses distributors or travel agents to encourage customers to use hotel products; the pull strategy, which uses advertising, sales promotions, personal sales, and direct marketing to attract customer interest in hotel products and services, also the profile strategy, which uses public relations to build the hotel's image and reputation to increase customer trust and sales. This research suggests that further research be carried out in quantitative form to obtain a more detailed understanding of the success of each factor that influences marketing communication strategies, such as push, pull, and profile strategies. Meanwhile, from a practical perspective, conducting a more detailed evaluation of each marketing communication tool used by measuring its effectiveness to select the most effective tools in increasing sales or occupancy is recommended.

IMAGE ASPECTS OF THE FORMATION OF HUMAN RESOURCES OF ENTERPRISES IN THE HOTEL AND RESTAURANT SECTOR

The image of hotel and restaurant enterprises is, first of all, the image of this organization and the attitude of society to its activities and products based on the established values. The image of enterprises in this area is influenced by many factors. It is necessary to take into account the philosophy of the image, the sociology of the image, the economics of the image, the philological problems of the image, the design of the image, the psychology of the image, the image image, the image image, etc. Human resources occupy an important place in the activities of hotel and recreation enterprises. In today's conditions, such activity requires from the enterprises of the restaurant and recreation industry to intensify entrepreneurship, increase the efficiency of production, the competitiveness of its products and services on the basis of effective forms of management and production management, as well as the introduction of achievements of scientific and technological progress. Accordingly, in order to form a proper attitude to work, it is necessary to create such conditions that the staff perceives their work as a conscious activity, which is a source of self-improvement, the basis for professional and professional growth. The effectiveness of the hotel and recreation enterprise is significantly influenced by the economic aspect in personnel management. It is related to the organization of remuneration, the formation of the number of personnel, their professional and qualification composition (related to the use of equipment, technology, organization of production and labor), the effective use of personnel by qualification, level of education, etc. To study and consider the problems of managing the human resources of hotel and restaurant business enterprises, the following tasks were set: the characteristics of the personnel potential of hotel and restaurant enterprises are considered; The methods of planning human resources at the enterprises of the hotel and restaurant industry are considered; the number and composition of personnel at enterprises of this type are analyzed; an analysis of the effectiveness of the use of human resources was carried out and the process of managing the human resources of Zlata LLC was evaluated; The problems of human resources management have been identified, as well as recommendations for its management have been provided.

Innovation and Application of Digitalization in the Formation of the Image of a smart hotel

The advent of new technologies has revolutionized the tourism industry, offering more flexible and organized options for holidaymakers. Moving beyond traditional, often cumbersome tourism models that once dominated mass demand, the industry now embraces innovative technologies and enhanced comfort. These advancements have significantly elevated the expectations and desires of travelers. As a result, there is a growing competitive landscape within the tourism sector, driven by the evolving demands of tourists. Comparing the technologies and customer requests from five years ago with today's innovations and guest inquiries reveals a stark difference. New technologies have played a pivotal role in the implementation of tourist information systems, facilitating rapid identification and information dissemination in the field of tourism. Digitalization in tourism stands as a comprehensive solution to a wide array of potential challenges encountered in providing information services, organizing tourist excursions, and planning travel. The primary objective of these innovations and digitalization efforts in the tourism sector is to enhance communication and information exchange between tourists and industry professionals, thereby improving the overall travel experience.

In China, customer engagement mediates between brand image and purchase intention of premium hotels

In China, customer engagement mediates between brand image and purchase intention of premium hotels

HOTEL DESTINATION IMAGE AND HALAL - FRIENDLY SERVICE AND STAFF ON REVISIT INTENTION:A SYSTEMATIC LITERATURE REVIEW

ABSTRACTThis study aims to systematically identify, review, and assess the literature on the image of destination hotels and halal staff services in order to increase intention to return to hotels in Indonesia and provide an agenda for future research. The current study assesses existing revisit intentions on the topic, reveals limitations and gaps in the current literature, and suggests potential studies to further advance knowledge in this area. This research uses Systematic Literature Review. This study uses the keywords destination hotel image, halal staff service and intention to return. The research found 236 articles in the search using Science Direct and the help of other applications such as Mendeley, VOSViewer which were then filtered into 33 selected articles to be analyzed descriptively. Content analysis, assisted by Microsoft Excel, is used for review and analysis purposes. The findings show that affective destination image is positively related to intention to revisit and recommend , as well as to construct a series of product/service offering scenarios and then test the product/service offering scenario that best meets visitor expectations and also increases visitor satisfaction levels and their intention to return. Keywords: hotel destination i mage ; halal-friendly services and staff; re visit intention ; systematic literature review

Purchasing Decisions in Terms of Perceived Quality, Perceived Price and Digital Marketing Through Brand Image in Non-Star Hotels

Purpose: This study aims to identify factors that can foster repurchase intention. The factors studied are in accordance with the findings of the gap between consumer expectations and the experience received after using the service. The factors studied were perceived quality, perceived price, digital marketing and brand image. Theoretical framework: The perception of quality that is formed from consumer experience is able to foster interest in returning (Ranjbarian & Pool, 2015). In addition, perceived quality can improve the hotel's image (Sari et al., 2022). Price perceptions can influence a person to visit again (Cakici et al., 2019). Digital marketing has an effect on repurchase intention (Ginting et al., 2022). Likewise, brand image can have a positive influence on growing repurchase intentions (Huang et al., 2019). Design/Methodology/Approach: The research method used is a quantitative method with a population of consumers who have stayed at the hotel. The number of samples is 151 respondents. Data collected by distributing questionnaires is then analyzed using SMARTPLS 3.0 software, hypothesis testing with the PLS approach. Findings: The results of the analysis show that there is an influence of perceived quality, perceived price, digital marketing has an effect on brand image and has an impact on repurchase intention. However, price perception has no effect on repurchase intention. Research, practical & social implications: To foster repurchase interest, consumers need to obtain good quality perceptions, price perceptions and digital marketing so as to enhance brand image. Originality/Value: The model developed by making brand image a factor that can strengthen or weaken in influencing repurchase intention is determined from perceived quality, perceived price and digital marketing.

Sustainable Tourism in the Post-COVID-19 Era: Investigating the Effect of Green Practices on Hotels Attributes and Customer Preferences in Budapest, Hungary

Environmental practices have become an important matter in all aspects of life and industries, especially in the post-COVID-19 era. However, these practices continue to face many criticisms about their seriousness and effectiveness. In this context, this study aims to analyze the relationship between adopting green practices in hotels on one side and hotel image, customer satisfaction, and customer loyalty on the other side, considering the star-level rating system of the hotels and the hotel operating categories (chain or independent). This study depended on a sample of 235 hotels in the Hungarian capital of Budapest. Several analytical methods were used to achieve the study aim, including descriptive statistics, t-test, arithmetic averages comparison, text mining, NLP, and sentiment analysis. This study revealed that: (I) The higher the hotel star rank, the better the reviews and valuation factors. (II) Hotels that operate in chains show more attention to environmental practices. (III) Customers are more loyal to and satisfied with green hotels, and this increases as the hotel’s star rating increases.

The Influence of Service Quality and Hotel Image on the Satisfaction and Loyalty of Tourists Staying at Artotel Group Hotel Bali

In this comprehensive study, the focus revolves around delineating the intricate dynamics between service quality, hotel image, tourist satisfaction, and loyalty within the context of Artotel Group Hotel Bali. The pivotal role of service quality emerges as a central theme, elucidating that the realization of good service quality hinges upon the proficiency of human resources. The study underscores the significance of competent personnel in achieving maximum service values, which is further augmented by the presence of well-equipped infrastructure and facilities. Drawing on the theoretical framework of satisfaction, the researchers employ a quantitative descriptive method to delve into the nuances of these interconnections. Unveiling the outcomes of their investigation, the study propounds that both service quality and the hotel image wield a positive and statistically significant impact on tourist satisfaction during their sojourn at Artotel Group Hotel Bali. This illuminates a direct correlation wherein heightened service quality and a positive hotel image contribute to an elevated level of satisfaction among tourists residing at Artotel Group Hotel Bali. Consequently, the study not only underscores the critical importance of service quality and hotel image but also establishes a concrete link between these factors and the overall satisfaction of tourists, providing valuable insights for enhancing the hospitality experience at Artotel Group Hotel Bali.

Social media content strategy in hospitality: the impact of experiential posts and response congruence on engagement, hotel image, and booking intention

ABSTRACTThis study aims to address the role of content type in social media posts and the influence of management response congruence on improving user engagement, booking intention and hotel brand image. An online between-subjects factorial experimental design with 559 subjects from a consumer panel was performed to test the proposed model. The empirical evidence suggests that congruency should be considered a key moderating variable when assessing the impact of content and messages on social media since it might significantly change how content affects online users’ decision-making process. If hotel management is thus unable to properly manage its responses to users’ comments in a congruent way, posts related to the ambience dimension become more important. Furthermore, congruence between a published post and the subsequent management response to user comments effectively leads to higher engagement, functional brand image, hedonic brand image and booking intention than incongruent or no management response.本研究旨在探讨社交媒体帖子内容类型的作用,以及管理层回应一致性对提高用户参与度、预订意向和酒店品牌形象的影响。研究采用在线主体间因子实验设计,从消费者小组中挑选了 559 名受试者,对所提出的模型进行了检验。实证结果表明,在评估社交媒体上内容和信息的影响时,一致性应被视为一个关键的调节变量,因为它可能会显著改变内容对在线用户决策过程的影响。如果酒店管理层无法以一致的方式妥善管理其对用户评论的回应,那么与氛围维度相关的帖子就会变得更加重要。此外,与不一致或无管理回应相比,发布的帖子与随后管理层对用户评论的回应之间的一致性能有效提高参与度、功能性品牌形象、享乐性品牌形象和预订意向。

Flattery will get you somewhere, sometimes? The effect of flattery and hotel segments on a hotel guests' green behavior

AbstractConsidering the importance of the hotel guests' behavioral support for the hotels' green corporate social responsibility (CSR), this research examined the persuasive power of flattery in promoting guests' green behaviors. Study 1 revealed that a flattery message significantly increased the hotel guests' towel reuse intentions during their stay and this effect was mediated by their perceptions of the hotel's CSR motives. Study 2 further showed that a feeling of guilt served as another key mediator in the relationship between a flattery message and the guests' responses (i.e., perceived CSR motives, hotel image, attitudes toward a hotel, towel reuse intentions), which was moderated by hotel segment (economy vs. mid‐priced vs. luxury). This research provides meaningful insights into the understanding of the consumers' pro‐environmental decisions in the service consumption context and explains the underlying cognitive process. Moreover, this research offers an empirical message strategy by hotel segments to effectively promote the hotel guests' green behavior and achieve successful marketing outcomes.

Hotel Image and Trust in Guest Loyalty Relationships: A Study in Universitas Negeri Padang Hotel Padang City

The continued development of tourism encourages the growth of the tourism industry and promotes competitive tourism. Creating a loyal customer base is necessary for each destination to exist and be sustainable. This study identifies factors that drive customer loyalty, such as hotel image and guest trust. This study also examines the role of switching costs as a moderating variable that can intervene in the influence of each antecedent variable on hotel guest loyalty. This study involved UNP Hotel guests as a sample with criteria aged over 17 years who had stayed at the hotel (purposive sampling). The analysis was carried out using a variant-based structural equation model approach (variant-based SEM) with two stages, namely the Inner Model and the Outer Model. The outer model is used to test the quality of the instrument, while the inner model is used to test the hypothesis. Based on the results of the data analysis, it was found that switching costs play a role in the correlation between hotel image, trust, and hotel guest loyalty.

Exploring Generation Y's perception of family-run hotels: The perceived family firm image

Given the great potential of Generation Y for the tourism industry, their perceptions, and opinions of family-run hotels, which dominate tourism, were explored through 20 semi-structured interviews. The study shows that Generation Y perceives the image of family-run hotels positively and emphasizes traditions, small-scale structures, authenticity, and trust while highlighting their hospitableness. Our results underline the assumption of responsibility to family firms, including the importance of word-of-mouth, in the communication between Generation Y and family firms. Based on organizational identity theory, family-run hotels can build on their core values to build family firm images, contributing to differentiation, and establishing customer relationships. This study relates Generation Y to the tourism industry context, which family firms mainly run. The findings suggest that Generation Y should be targeted as a segment for the family-run tourism industry and that research should be expanded.

A Study on the Factors Affecting the Hotel Selection of Congress Organizers and the Evaluation of Congress Services: The Case of Antalya

Growing international trade and technological progress taking place through the globalization process have increased the number of congress and conference events. Congress tourism has grown rapidly in Turkey over time. Antalya has an essential role in congress tourism. Within the scope of the study, the hotel selection factors, and the services provided to the travel agencies in congress organizations in Antalya were evaluated. For this purpose, travel agencies operating in Antalya were administered a questionnaire and the results were interpreted. The three most important factors affecting the hotel selection of congress organizers include hotel price, quick response to solve organizational problems, and hotel image. In addition to all these, opportunities, strengths, weaknesses, and threats were analyzed using SWOT analysis.

E-marketing and Perceived Brand Image of Hotels in Ghana

This study examined the role of e-marketing in promoting perceived brand image of hotels in Ghana. The study used a quantitative approach. The correlational research design was employed. Using the random sampling technique, 420 hotel visitors were included in the study. Structured questionnaire was used for the data collection. Statistical tools of frequency, percentage, mean, standard deviation, and Pearson correlation coefficient were used to analyse the data collected. Results revealed that website contributed to building a positive brand image of hotels in Ghana. Furthermore, Facebook contributed to the construction of a positive brand image of hotels. Additionally, a positive relationship was found between the use of SMS and perceived brand image of hotels. Finally, it was revealed that the use of emails was positively associated with perceived brand image of hotels. It was recommended that management of hotels in Ghana enhance their websites and integrate Facebook features to make them easy for visitors to easily toggle between the main sites and Facebook pages. Keywords: E-marketing, perceived brand image, hotels, Ghana DOI: 10.7176/JTHS/64-03 Publication date: April 30 th 2023

The Determinants of Online Repatronage Intention for Shariah-Compliant Hotels among Muslim Customers in Malaysia

Research studies have investigated online repatronage intentions among international and local tourists to Malaysia on Shariah-compliant hotels (SCHs) and e-B&Bs. Malaysia’s Islamic hospitality development sector has encouraged hotel managers to observe the Islamic hotel concept according to Muslim travellers’ needs and demands. Malaysia introduced the "Muslim-Friendly Hotel Recognition, which recognises Shariah-compliant accommodation for tourists. This type of recognition could be able to empower the tourism industry. A total of 10% out of 5,520 hotels comply with Shariah requirements, indicating that the new contribution of the SCH is needed. As of now, a comprehensive standard does not exist. The purpose of this research is to provide awareness among Muslim customers in Malaysia regarding SCHs’ online repatronage intentions. The number of hotels and e-B&Bs with full Shariah compliance is still small even though the number of Shariah-friendly hotels in Malaysia has increased with 744 halal certifications issued to hotels and resorts. The hotel management should adopt Islamic teachings even with the themes, ambiances, and architecture. With this, travellers would feel comfortable to perform their religious obligations. This research aims to identify online repatronage intentions of Muslims tourists to the Shariah compliant e-lodging industry in Malaysia. Most Malaysians are unaware of the SCH's implementation. From this study, they will become aware that the SCH not only accepts Muslim customers but also openly welcomes non-Muslim customers. A self-administered online survey was conducted to attain responses. Five hundred data were cleaned from any missing case and outliers, and 395 data were used for the next analysis. The sampling technique involved data collection both from local and international tourists who intended to stay at their preferred SCHs. Analysis of the measurement model was conducted with the structural model using the bootstrapping method via SmartPLS version 3.2.9. It was found that Hotel Image and Shariah compliance attributes were significant towards online repatronage intentions among Muslim customers of the SCH.