Hotel Service Quality Research Articles

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.

Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia

User-generated online ratings have become a prominent tool for hotels to enhance overall customer satisfaction. Prior research on online ratings has mainly considered commercial destinations, whereas research on religious destinations is limited. This study uses the IPA technique and beta regression analysis to investigate the destination’s (commercial and religious) varying effects on the relationship between hotel service quality attributes and customer satisfaction. In total, data from 338 hotels representing 82,704 customer reviews in two Saudi Arabian cities (Alkhobar and Makkah) were collected from Booking.com and analyzed. Makkah was selected as a key religious heritage destination, whereas Alkhobar was chosen as a commercial destination as it hosts major sea resorts, recreational parks, and shopping destinations. The results indicate that commercial and religious destination tourists do not have similar perceptions of the selected eight hotel service quality attributes. While comfort, facilities, and value-for-money service quality attributes were considered important for commercial destination tourists, religious destination tourists viewed location, cleanliness, and breakfast as important. Since effective management of customer satisfaction is essential for hotels’ profitability and sustainability, therefore it is imperative to identify and prioritize service quality attributes related to each group of customers. This will enable the efficient application of limited resources.

English Speaking Training to Hotel Staff for a Better Hotel Service Quality

Improving service quality is one of the most crucial issues in surviving in the increasingly competitive global hospitality sector. Communication skills, particularly speaking talents, are necessary to maintain a positive image in the eyes of clients. However, not all hotels employ English-speaking employees. This community service program aims to improve the English communication skills of Alana hotel staff. The training method includes lectures, demonstrations, and role playing. The training concept encompasses hospitality services and complaint management. 10 employees from the front office and cleaning divisions took part in the training. The training results reveal that staff's ability to communicate in English has improved. This is evident from the average pre-test score of 59.3 and the average post-test score of 76.3. This program has been running successfully since it can improve the communication skills among the Alana Hotel Solo staff members, thereby supporting an increase in the professionalism of carrying out daily duties in the workplace. Therefore, it was recommended that the hotel establish a space where staff can practice using English in the workplace.

Retracted: Analyzing the Relationship between Hotel Brand Image, Service Quality, Experience Marketing, and Customer Satisfaction under the Environment of Social Network.

[This retracts the article DOI: 10.1155/2022/1064712.].

Design of hotel activities on the basis of foreign experience of the hotel Atlantis theРalm of UAE

The article presents the stages of the sequence of creation of hotel enterprises. The experience of designing the Atlantis the Palm hotel is proposed to be taken as a basis, and at the same time, based on the analysis of the economic activities of the named hotel, recommendations are proposed for improving the activities of the hotel enterprise to improve the quality of hotel services. The article has practical application for the hotel enterprises of the Russian Federation wishing to become participants in the hospitality industry.

THE IMPACT OF HOTEL SERVICES ON THE DEVELOPMENT OF MEDICAL TOURISM: A FIELD STUDY ON A SAMPLE OF HOSPITALS IN KARBALA

This study aims to determine the impact of hotel services in the hospitals of the holy city of Karbala in the development of medical tourism. The current study relies on the descriptive analytical approach in order to achieve the goal of the study, a number of 400 survey forms were distributed to a random sample of patients in Karbala hospitals, of which only 382 were valid for analysis, at a rate of 95.5%. The data received was analyzed using the Statistical Package for Social Sciences (SPSS), version 26, to arrive at the results of the study. The study concluded that there is a positive statistically significant effect between the quality of hotel services in Karbala city hospitals and the development of medical tourism in Karbala, and the quality of hotel services in hospitals contributes to increasing the number of arrivals to Karbala city. Based on the extracted results, a set of recommendations were developed, most notably, building an information base on Arab patients in particular who were previously dealt with to communicate with them and introduce them to the new services in Iraqi hospitals

Has COVID-19 Changed Consumers’ Satisfiers and Dissatisfiers? Evidence from Online Reviews of 5-Star Hotels in Shanghai and Beijing

ABSTRACT Many studies have analyzed the asymmetric relationship between hotel service quality attributes and satisfaction, and tried to find consumers’ satisfiers and dissatisfiers, aiming at enhancing satisfaction more efficiently. However, the impact of COVID-19 has led to changes in consumers’ expectations for hotel services, and the above findings might face invalidation. To date, we are still unknown whether consumers’ satisfiers/dissatisfiers changed. This study fills this research gap by mining online reviews of five-star hotels from Shanghai and Beijing before and during the pandemic. The results found that the asymmetric categories of Sleep quality and Internet/Wi-Fi attributes have changed. Specifically, Sleep quality and Internet/Wi-Fi became dissatisfiers from hybrids, indicating that hoteliers only need to maintain their normal performance, and do not invest too many resources because they bring no satisfaction; attributes like Room, decoration, etc. remain hybrids. Additionally, we performed opinion extraction for the dissatisfier attributes to further understand what causes consumer dissatisfaction. The results contribute to the literature by shedding light on the pandemic’s impacts on the asymmetric effects of service quality attributes. The cause analysis can help hoteliers develop specific measures to mitigate the adverse effects of COVID-19.

Integrated Approach of QFD Matrix, Servqual and Kano Models For Human Resources Analysis in Non Star Hotel Service Quality

The hotel industry, especially non-star hotels, is experiencing the development of very tight competition where consumers prioritize service quality in addition to very low prices, which demands the readiness of their human resources. Identify and analyze matters that need to be considered by lodging managers regarding consumer perceptions of the quality of lodging services for service improvement and increasing the readiness of its human resources. This research uses an integrated approach from the QFD Matrix, Servqual and the Kano Model to find out what things (WHATs) are the main problems of consumer complaints and how (HOWs) overcome these consumer complain its focusing on the human resource aspect. There were 16 service attributes from the results of interviews with consumers and brainstorming with inn managers which were then analyzed using the Servqual and Kano Model, it turned out that 10 service attributes did not meet the level of customer expectations and became the WHATs submatrix in QFD. The largest Level of Interest and Percentage of Interest in the HOW sub-matrix (above 10%) is on human resource issues so that service quality improvements are focused on these matters. The research is limited to the case of one of the cheap lodgings as well as limitations on interviews with respondents and hotel managers who are determined randomly. Analysis of service quality was carried out on all service attributes from the results of interviews, but the discussion was only discussed on service attributes that had the highest interest percentage above 10% in the aspect of human resources. Research on human resource aspects of service quality in the hospitality industry by integrating the QFD Matrix, Servqual and Kano Models.

A comparative analysis of service quality in public and private sector hotels

Service quality has been found to improve with trained staff, a proper customer feedback mechanism, and quick complaint resolution in business organisations. In India, people have a skewed perception of the efficiency of public sector service delivery as compared to private business organisations. The present study aims to investigate the impact of trained staff, proper customer feedback and quick complaint resolution on service quality in the public and private sector hotels. Research instruments such as questionnaires, personal interviews, and participatory observation were used to collect primary data from the respondents. The data were analyzed through the appropriate statistical tools by using Microsoft Excel ToolPak. Statistical tools such as the percentage method, cross tabulation, Chi-square test, independent sample t-test, one-way ANOVA, and Multiple Regression were used for the analysis. The findings reveal that Staff training, a proper feedback mechanism, and the resolution of customer complaints were essentially the indicators of good service quality in the hotel industry. The failure of the public sector organisations to properly address all three essential components of good service quality was a major factor in their inability to meet customer expectations.

GUEST SATISFACTION APPRAISAL: THE CASE OF A START-UP STATE UNIVERSITY HOTEL

Guest satisfaction in the hospitality industry is the measure of how contented the guests are with the hotel services they experience. This study presents the results of the guest satisfaction survey on the service quality of a start-up start university hotel, Cebu Tech Hotel, in its first two years of operation. The sixty hotel guests who participated in this descriptive survey research study used quantitative data to provide pertinent and accurate information on the customer satisfaction of the school hotel under investigation. Results show that hotel guests are generally quite satisfied as reflected in their very satisfied rating. However, even if the clients were satisfied, there are still other components of the hotel concerning the hotel service that need to be in full operation like the 24-hour food service to give the visitors the complete hotel experience. This leads to the conclusion that transferring the quality of services supplied in facilitating the guests hotel accommodations is essential to a pleasant overall guest experience.

Content analysis of hotel reviews as a quality management tool: Preliminary verification of the SERVQUAL scale

The purpose of this paper is to identify the main factors for the quality of hotel services and to verify the SERVQUAL measurement scale commonly used in the services sector. In order to achieve this goal, an innovative approach of quantitative and qualitative content analysis of reviews published by users of the reservation portals Hotels.com and Booking.com was used. The study was based on more than 167,000 opinions on 3,4,5-star hotels located in Warsaw. They were ‘scraped’ with an indexing robot. The research outlines a list of the most important topics raised in those comments which correspond to the factors of perceived service quality of hotels. Among these are location, room attributes, cleanliness, breakfast and staff. In addition, the most important criteria used by customers to describe each of the listed elements are also reported. The results made it possible to identify differences between the operationalization of the constructs indicated in the SERVQUAL scale and the descriptions of each factor in the spontaneous comments of internet users. Thus, the need for adjustment to the current operationalizations of the SERVQUAL model to better reflect the sentiments of consumers in the hotel industry, or even developing a completely new tool for measuring service quality, was demonstrated.

Sosialisasi Perhitungan Numerik Terkait Forecasting Pengunjung Hotel (Studi di Hotel Primebiz Surabaya)

The huge increase in the number of hotels has led to stiff competition. In the past, competition generally emphasized the quality of hotel services and facilities, but now it is also necessary to improve the ability to manage hotels efficiently. The Covid pandemic has forced hotel management to think and work hard to increase revenue and reduce costs without reducing the quality of service to guests who stay overnight. Hotels that are managed efficiently will be able to win the competition. Therefore, making forecast models and accurate estimates will help hotel managers manage hotels effectively and efficiently, so it is necessary to develop software for forecasting and estimation systems. In this community service activity, we synergize management knowledge with mathematics so that it can be used more easily, accurately, effectively and efficiently in hotel management. In this activity socialization of simulations or numerical calculations related to hotel visitor forecasting is carried out.

ANALYTIC HIERARCHY PROCESS IN HOTEL SECTOR

In the highly competitive hotel industry, delivering excellent service is a critical factor for acquiring loyal customers and maintaining consumer satisfaction. To achieve this goal, hotel managers must understand the complex relationships among various service quality attributes and prioritize them based on their relative importance to customers. This research paper proposes the use of the Analytic Hierarchy Process (AHP) as a powerful decision-making method for evaluating hotel service quality. The AHP is a structured approach to decision-making that allows decision-makers to break down complex problems into simpler components, compare them in pairwise fashion, and derive priority weights for each component. This paper presents a case study of the application of the AHP in a luxury hotel. The study involved collecting data from 150 hotel guests through a questionnaire survey and applying the AHP to analyse the data.

Quality costs in historic hospitality during the Covid-19 pandemic. Case studies of Jelenia Góra and Banska Bystrzyca

This publication aims to present the impact of the global Covid-19 pandemic on the quality of management of historic hotel facilities in Poland and Slovakia. A comparative analysis of historical hotels in Jelenia Góra and Banska Bystrzyca was made for publication purposes. The choice made was due to many similarities, including, in particular, the comparable size of both cities, as well as their potential for historical sites. In the theoretical part, the authors showed the specificity of the historical hotel industry in the world and discussed the concept of quality management. To achieve the assumed goals of the work, the authors conducted research in the form of a personal interview with a deliberately selected group of owners and managers of hotel facilities in Jelenia Góra and Banska Bystrzyca. The research sample consisted of about 20 hotels, 10 from each town. The empirical part of the publication presents the results of the conducted research. The research questions concerned the impact of the pandemic on the quality of hotel services and the importance of quality costs in the operation of hotels. The publication was written using compact materials, scientific publications, as well as statistical data and data obtained through a personal interview.

Relevansi Kausal Motivasi Kerja pada Komitmen Organisasional Karyawan Hotel Betha Subang

After the pandemic, the service industry in the hotel sector has started to show its resilience again. The quality of hotel services provided depends on the performance of the employees who provide them. Betha is one of the leading hotels in Subang which shows an employee retention rate of more than 85% in the midst of rampant layoffs that occur. Organizational commitment has a very crucial role for the stability and progress of the company, which is caused by employee motivation. Through the interview process, literature review, and a questionnaire with 25 items of questions, this research aims to confirm the causality of motivation on organizational commitment, both in terms of variables and dimensions. By involving all employees who work at Hotel Betha Subang, this research proves that motivation affects affective commitment, continuance commitment, normative commitment, and organizational commitment. Researchers hope that this research can be a theoretical and practical inspiration for the development of knowledge and the creation of positive work.

Analisis Sentimen Wisatawan terhadap Kualitas Layanan Hotel dan Resort di Lombok Menggunakan SERVQUAL dan CRISP-DM

The era of digital transformation has sparked innovations in product and service marketing strategies in various sectors, one of which is the tourism sector. In the hospitality industry context, product marketing using website-based digital media allows consumers as hotel guests to review the products and services received. The Tripadvisor website is a digital marketing platform that provides review features for app users, especially consumers, to give ratings and reviews. This study aims to analyze the quality of hotel services using the Service Quality (SERVQUAL) framework based on the results of the classification of hotel guest sentiment data using the Naïve Bayes Classifier (NBC) and Support Vector Machine (SVM) algorithm by the stages of the Cross-Industry Standard Process for Data Mining (CRISP-DM). The CRISP-DM framework consists of six stages, namely: business understanding stage, data understanding stage, data preparation stage, modeling stage, evaluation stage, and deployment stage. The SERVQUAL framework consists of several dimensions: reliability dimension; responsiveness; assurance; empathy; tangibles. The review data that will be processed is the consumer review data of The Oberoi Beach Resort Lombok; Sheraton Senggigi Beach Resort; Sudamala Resort Sengiggi; Holiday Resort Lombok; Aston Sunset Beach Resort. The results of this study show that the SVM algorithm performs better than NBC, where the accuracy value is 98.57%, the precision value is 100%, the recall value is 97.14%, and the f-measure value is 98.54%. The AUC value is 100%, and the t-Test value is 98.6%. Unlike the case with the results of SVM's algorithm performance evaluation without using the SMOTE Upgrading Operator, where the accuracy value is 95.71%, the precision value is 95.71%, the recall value is 100%, and the f-measure value is 97.81%. In addition, the AUC value is 91.1%, and the t-Test value is 95.7%.

Does the Quality of Service affect the Loyalty of Sharia Hotel Guests?

The purpose of this study was to show the effect of service quality on the loyalty of sharia hotel guests in the city of Bandung. The method used in this study is a quantitative method with a research sample of 110 respondents. The data analysis technique used is linear regression with SPSS software version 22. Based on the results of linear regression analysis, this study shows that service quality has a significant effect on the loyalty of sharia hotel guests in the city of Bandung. The implication of this study shows that the service quality variable has a direct effect on increasing the loyalty of sharia hotel guests in the city of Bandung. However, this study implies the need for better service quality in sharia hotels, especially in the comfort aspect. This research is expected to provide benefits for sharia-based lodging service business actors to be able to continue to improve their service quality strategy.