Guest Satisfaction Research Articles

Service Encounter Front Office Di Yogyakarta Marriott Hotel

Service encounter implemented at Yogyakarta Marriott Hotel, one of the leading five-star hotels in Yogyakarta, Indonesia. Aspects such as interaction with the receptionist, room service, food and beverage service, and complaint handling were analyzed to identify their contribution to building a satisfying guest experience. The hotel utilizes modern technology and implements high service standards to improve efficiency and personalization of service. The findings indicate that the implementation of effective service encounters at Yogyakarta Marriott Hotel plays a significant role in enhancing guest satisfaction and customer loyalty. Well-trained staff, spontaneous actions, and responsive problem-solving skills contribute to creating a memorable stay experience. Efficient check-in and check-out processes, 24/7 room service, and informative concierge services are integral parts of the service encounter offered by this hotel. In addition, personalization of service and small gestures such as surprises for special moments build positive relationships with guests. The study concluded that the implementation of superior service encounters provides significant added value, strengthening the image of Yogyakarta Marriott Hotel as a premier hospitality destination in Yogyakarta. The hotel successfully meets guest expectations by providing a high-quality service experience, which differentiates it from competitors in the hospitality industry.

Big Data Insights into Coastal Tourism: Analyzing Customer Satisfaction at Egyptian Red Sea Dive Resorts

This research aims to explore the relationship between customer satisfaction and various extracted factors at dive resorts in the Red Sea, Egypt, utilizing a hybrid methodology of descriptive and diagnostic analytics applied to online review data. Employing techniques such as KH coder for text analysis, exploratory factor analysis (EFA), and linear regression, this study systematically identifies key elements that influence customer satisfaction. Findings reveal that activities related to diving and marine life markedly enhance guest satisfaction, underscoring the critical role these aspects play in the overall appeal of Egyptian coastal tourism. Conversely, areas such as dining and amenities were identified as needing improvement. The originality of this study lies in its application of big data analytics to dissect and understand customer feedback in a sector-specific context, providing strategic insights for the sustainable advancement of coastal tourism in Egypt. By focusing on dive resorts, this research highlights their integral role in coastal tourism and offers a model for leveraging online customer reviews to enhance service quality and promote sustainable practices within the tourism industry, contributing to the overall growth and sustainability of coastal tourism.

Relationship between indoor environmental quality and guests’ comfort and satisfaction at green hotels: A comprehensive review

Abstract Recent studies have focused on different aspects of green management, practices, and green consumption in the hotel industry. However, there is a need to explore and better understand the association between indoor environmental quality (IEQ) and green hotel guest’s comfort. Therefore, it is essential to explore the effects of IEQ on the comfort and satisfaction of green hotel guests. This study conducts a comprehensive review of the effects of various IEQ parameters, including indoor air quality, thermal comfort, lighting, visual/view, acoustic comfort, building characteristics, decoration, and indoor greenery, on guest’s comfort and satisfaction in green hotels. Based on previous literature, it was also revealed that most current green building schemes lack of comprehensive evaluation of the performance of IEQ dimensions in green hotels. It was also observed that these IEQ parameters show a significant influence on the hotel guest’s comfort and satisfaction. Based on the findings of the literature review, a conceptual model was developed to represent the relationship between the IEQ parameters and guest’s comfort and satisfaction. The proposed conceptual model can be implemented by the hotel management for a comprehensive assessment of guests’ perceptions toward the IEQ in green hotels. The novelty of this study is based on its findings that establish a more effective IEQ evaluation method and serve as the reference scenario of IEQ, which can be a useful tool for both academician and practitioners and contribute to improving the indoor environmental performance of green hotels through highlighting the key IEQ parameters, which affect the comfort and satisfaction of hotel guests.

The Strategic Impact of Service Quality and Environmental Sustainability on Financial Performance: A Case Study of 5-Star Hotels in Athens

This study explores the impact of guest satisfaction on the financial performance of 5-star hotels, with a focus on both service quality and environmental sustainability. The purpose of the research is to understand how improvements in key satisfaction dimensions influence hotel profitability, as measured by EBITDA, ROA, and ROE. Satisfaction was measured across SERVQAUL dimensions and the dimension of environmental sustainability. The data were analyzed using the Multicriteria Satisfaction Analysis (MUSA) method and linear regression models to determine the effect of satisfaction on financial performance. Results indicate that responsiveness is the most important factor for guests, while environmental sustainability ranks high in importance but shows lower satisfaction scores. The findings suggest that investing in both service quality and sustainability can significantly enhance a hotel’s financial returns. The study concludes that hotel managers should prioritize improvements in environmental sustainability and responsiveness to optimize guest satisfaction and financial performance.

Effective Communication Skills for Housekeeping Staff: Improving Guest Interaction in English

Practical language skills are essential in the hospitality industry, especially for housekeeping staff interacting directly with international guests. This study aims to identify and evaluate effective English training strategies to improve the communication skills of housekeeping staff at Duta Syariah Hotel Palembang. This study uses a mixed-methods approach involving ten housekeeping staff selected through purposive sampling. The quantitative method was conducted with pre-tests and post-tests to measure the improvement of English proficiency. In contrast, the qualitative method involved in-depth interviews and questionnaire analysis to gain insight into the staff's perception of the training received. 77.4. This indicates that, in general, housekeeping staff is at a moderate level of ability. However, there is considerable variation among them. The highest score obtained was 89 (SH), while the lowest score was 58 (RR). The average score of all staff was 77.4, which indicates that overall, the staff's speaking ability was at a moderate level. The English training program developed and implemented in this study effectively improves the English skills of housekeeping staff, improving professional competence and guest satisfaction. The study recommends implementing similar training strategies in other hospitality industry sectors to improve the quality of global service and communication.

Employment Stability, Guest Satisfaction, and Guest Loyalty in Tourism and Hospitality Establishments: the Role of the Customer Oriented Boundary Spanning Behaviors and Deep-Acting

Employment Stability, Guest Satisfaction, and Guest Loyalty in Tourism and Hospitality Establishments: the Role of the Customer Oriented Boundary Spanning Behaviors and Deep-Acting

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.

Is the pursuit of pleasure on vacation a barrier to environmentally sustainable behaviour?

Two types of happiness (eudaimonia and hedonia) could potentially be leveraged to trigger pro-environmental tourist behaviour while preserving or even enhancing guest satisfaction. Hedonia (sensory/immediate pleasure) is commonly considered a barrier to pro-environmental behaviour on vacation, while eudaimonia (fulfilment/growth) is generally thought to prompt pro-environmental behaviour. Whether, and in what way, hedonia and eudaimonia are associated with pro-environmental behaviour in tourism, remains empirically untested. This study assesses—for the first time—the empirical relationship of hedonia and eudaimonia with stated pro-environmental behaviour in both an imagined home and vacation context to determine tourism-specific context dependence. Eudaimonia emerges as being highly related to tourist pro-environmental behaviour, suggesting a promising leverage point for pro-environmental behaviour change interventions. Contrary to popular belief, there is no empirical evidence of hedonia being associated with tourist pro-environmental behaviour, suggesting it may not represent a barrier to such behaviour.

The Impact of Room Attendant’s Service Quality on Guest Satisfaction at BWP Hotel Batam

The Impact of Room Attendant’s Service Quality on Guest Satisfaction at BWP Hotel Batam

ANALISIS KEPUASAN TAMU: Kualitas Pelayanan Dan Fasilitas Pada D’Senopati Malioboro Grand Hotel Yogyakarta

This study intends to look at how the D'Senopati Malioboro Grand Hotel Yogyakarta's amenities and level of service affect visitors' happiness. Using a sample of 92 respondents, multiple linear regression analysis was used in the research methodology. Guest satisfaction is positively and significantly impacted by the quality of the facilities and services, according to the analysis's findings. It's interesting to note that the degree of client pleasure is more influenced by service quality than by facilities. This discovery could lead to talks about investments and resource allocation in the hotel sector, with a focus on raising service quality. The investigation also emphasizes the significance of favorable reactions to facilities and the difficulties associated with correct information provided by staff members. The research's practical implications offer a strong basis for hotel management to develop a comprehensive plan aimed at maximizing visitor satisfaction through improved amenities and service standards.

The role of Egyptian Ministry of Tourism in handling guest complaints and its impact on guest satisfaction and revisit intention

The role of Egyptian Ministry of Tourism in handling guest complaints and its impact on guest satisfaction and revisit intention

Evaluating The Implementation of The Newa Concept To Sustain Hotel Occupancy at Sanctoo Suites & Villas

Purpose: This research examines implementing the NEWA concept to maintain occupancy at Sanctoo Suites & Villas. The hotel industry faces significant challenges sustaining occupancy levels due to fluctuating demand and intense competition, exacerbated by the COVID-19 pandemic. The research originates from the need to enhance occupancy rates, which are critical for the hotel's success. It addresses the problem of fluctuating occupancy rates and aims to develop effective improvement strategies. Research methods: This mixed-method research employs a qualitative approach supplemented by quantitative methods and the Servqual model, conducted over six months. Data collection methods include interviews, surveys, observations, document studies, and Focus Group Discussions (FGDs) involving executive management and hotel staff. Results and discussion: The research highlights a unique marketing concept aimed at delivering new extraordinary experiences while maintaining guest satisfaction. It underscores the importance of a comprehensive approach integrating high-quality service and innovative offerings to meet diverse guest needs. This strategy enhances the hotel’s market competitiveness and ensures long-term success. Key components of the implementation include personalized guest experiences, an efficient booking system, and a proactive marketing strategy emphasizing the NEWA (Nature et al. & Adventure) concept. Implication: The findings demonstrate that implementing NEWA can significantly benefit hotel occupancy, providing valuable insights for industry practitioners.

Effect of staff competence on customer loyalty in the hospitality industry in Sri Lanka

This research investigates the relationship between staff competence and customer loyalty within the Sri Lankan hospitality industry. This study addresses a critical gap in understanding how skilled and professional service personnel impact guest satisfaction and long-term patronage. Simple random sampling was utilized to gather data from the 384 respondents using a survey questionnaire. Five independent variables were identified from literature which are staff knowledge, staff skills, staff attitudes, staff friendliness and staff responsiveness. All five variables exhibited positive correlations with customer loyalty and significant association with customer loyalty. According to the findings, staff competence is vital in encouraging customer loyalty within the Sri Lankan hospitality industry. The recommendations include that hoteliers prioritizing employee development and cultivating a service-oriented culture can create lasting bonds with their guests, contributing to long-term business success. This research provides valuable insights for academics and industry practitioners to explore further and strengthen the crucial link between service quality and customer loyalty in the dynamic Sri Lankan market.

Enhancing hotel efficiency and environmental health with biosensors and big data analytics

The hospitality industry embraces digital technologies to enhance efficiency, guest satisfaction, and environmental sustainability. Integrating biosensors and big data analytics allows hotels to monitor operational processes while maintaining high ecological health standards. However, the impact on environmental health is not fully understood, leading to suboptimal decisions and missed opportunities. This research proposes a novel Tabu Search Drove-Extended Multi-Layer Perceptron (TSD-EMLP) to evaluate the effectiveness of digital operations in hotels through the use of biosensors and big data for predicting hotel environmental conditions. Initially, smart biosensors are deployed in key areas and heating, ventilation, and air conditioning denoted as HVAC systems in the hotel, then the water quality data, noise levels, lighting quality, waste management data, operational data, financial and operational effectiveness data are collected and transmitted to the Internet of Things (IoT) cloud for further process. Interquartile Range (IQR) utilizes the IoT cloud data to remove sensor errors and anomalous events to frame outlier data for the Wavelet Packet Transform (WPT) feature extraction process to decompose sensor data into detailed frequency bands, allowing for precise analysis of complex environmental signals, TSD-EMLP model predicts the environmental health in hotels using the decomposed data. The results demonstrate reducing energy consumption, ventilation systems, indoor environment control, and guest satisfaction, improving air quality, and adjusting environmental settings based on real-time environmental conditions through TSD-EMLP optimized settings. TSD-EMLP classification model achieved high accuracy in predicting hotel environmental health, with a low improvement in guest satisfaction metrics.

Customer Relationship Management in the Hospitality Industry: An Empirical Study of Hotels in Agra

industry, significantly impacting customer satisfaction, loyalty, and business performance. This study aims to explore the implementation and effectiveness of CRM practices in the hotel sector of Agra, a prime tourist destination. Through empirical research, it investigates how hotels manage customer relationships to enhance repeat patronage and foster long-term relationships. The research utilizes quantitative and qualitative methodologies to assess the role of CRM systems in improving guest satisfaction and retention. The findings suggest that well-executed CRM strategies contribute to the growth of customer loyalty, brand reputation, and overall operational success in the hospitality industry

Incorporating Technology in the Wilderness

This case examines a challenge faced by outdoor-based accommodations and attractions regarding guest service technological expectations through the lens of copresence and technology dependence. Given the remote nature of these types of locations and lack of viable infrastructure, it can be difficult for guests and employees alike to work and play without technology such as Wi-Fi or cellular access. Additionally, the case shows how upper management and governmental entities in charge of national park tourism attempt to address the inclusion of technology access within a natural setting. The case discusses various solutions—such as utilizing a paid internet service at multiple lodges within the park or “disguised” cellular towers. However, determining the appropriate solution can be difficult, as management and other stakeholders need to balance technological guest satisfaction with preserving the natural space of the park and the wilderness that attract guests to the destination. As seen within the case, guests respond both positively and negatively to the lack of technological access within the park, which results in a challenging situation for park management to resolve.

Relationship Marketing in Airbnb: A Qualitative Study on the Perspectives of Professional and nonprofessional Hosts

Most research on Airbnb focuses on the guests’ perspective or the effects of host-guest interaction. This paper explores the way professional and nonprofessional hosts develop relationship marketing with their guests. The results of 30 semi-structured interviews with Portuguese Airbnb hosts show the conscious importance of interactions with guests and customization to generate trust and increase guest satisfaction. The paper shows that the interactivity and functionalities of the Airbnb platform deepens the relationships between hosts and guests. Nonprofessional hosts are those who develop a closer relationship with guests, requiring guidance toward possible advanced electronic relationship marketing tools in the future.

Maximizing Profitability and Occupancy: An Optimal Pricing Strategy for Airbnb Hosts Using Regression Techniques and Natural Language Processing

In the competitive landscape of Airbnb hosting, optimizing pricing strategies for properties is a complex challenge that requires revenue maximization with high occupancy rates. This research aimed to introduce a solution that leverages big data and machine learning techniques to help hosts improve their property’s market performance. Our primary goal was to introduce a solution that can augment property owners’ understanding of their property’s market value within their urban context, thereby optimizing both the utilization and profitability of their listings. We employed a multi-faceted approach with diverse models, including support vector regression, XGBoost, and neural networks, to analyze the influence of factors such as location, host attributes, and guest reviews on a listing’s financial performance. To further refine our predictive models, we integrated natural language processing techniques for in-depth listing review analysis, focusing on term frequency-inverse document frequency (TF-IDF), bag-of-words, and aspect-based sentiment analysis. Integrating such techniques allowed for in-depth listing review analysis, providing nuanced insights into guest preferences and satisfaction. Our findings demonstrated that AirBnB hosts can effectively utilize both state-of-the-art and traditional machine learning algorithms to better understand customer needs and preferences, more accurately assess their listings’ market value, and focus on the importance of dynamic pricing strategies. By adopting this data-driven approach, hosts can achieve a balance between maintaining competitive pricing and ensuring high occupancy rates. This method not only enhances revenue potential but also contributes to improved guest satisfaction and the growing field of data-driven decisions in the sharing economy, specially tailored to the challenges of short-term rentals.

Technological Adoption and Innovative Work Behavior in the Hotel Industry: A Case of Five Selected Hotels in Kampala City, Uganda

The study examined Technological Adoption and Innovative Work Behavior in the Hotel Industry, a Case of Five Selected Hotels in Kampala City, Uganda. The study mainly focused on three specific objectives: To examine the relationship between Property Management Systems and Innovative Work Behavior; to assess the relationship between Mobile Applications and Innovative Work Behavior and to analyze the relationship between Online Booking Platforms and Innovative Work Behavior in selected hotels in Kampala City. The cross-sectional research design employed both qualitative and quantitative data collection techniques. Krejcie and Morgan Sample Size Determination Table was used to select a sample size of 291 participants / respondents from a population of the selected hotels and 233 questionnaires collected for analysis. Data was examined using both descriptive and inferential statistics, including ANOVA, Pearson correlation, and model summaries for regression analysis. The findings show a positive and significant correlation between technological adoption and innovative work behavior (r=.853, P<0.05). This reveals that the integration of property management systems, mobile applications, and online booking platforms significantly influence innovative work behavior by improving efficiency, facilitating collaboration, encouraging adaptive problem-solving, and promoting a culture of continuous improvement. These technologies create an environment where staff are better equipped to focus on creative solutions and respond dynamically to emerging challenges. The research concludes that improving Property Management Systems (PMS) and fostering innovative work behavior in hotels are interconnected goals that drive operational excellence and guest satisfaction; mobile applications are a powerful driver of innovative work behavior in hotels and Online Booking Platforms significantly impact innovative work behavior in hotels by streamlining operations, enhancing data utilization, and encouraging experimentation. The study recommended that hotels should use PMS automation features to handle routine tasks such as guest check-ins/outs, invoicing, and housekeeping assignments. This reduces manual work and frees up staff time for more innovative activities. The study also recommends that hotel should select mobile apps that align with its operational needs and guest service goals, focus on apps that enhance efficiency, data utilization, and guest interaction.

The Influence of Guest Perception in the Selection of Air Bed and Breakfast in Nakuru County

This study was conducted to investigate the influence of guest perception in the selection of Airbnb in Nakuru County, Kenya. This study was anchored on expectancy disconfirmation theory. The study employed a cross-sectional descriptive research design and adopted purposive random sampling to gather data from a sample size and use of 104 respondents, from the questionnaires that were found valid. These respondents were the people who frequently patronize Airbnb. According to the study results, there is a linear relationship between guest perception and choice of Airbnb and it was examined using the regression analysis. The model indicated that guest perception could explain about 38.4 % of the variance in the choice of Airbnb. The correlation results showed that there is the existence of a statistically linear positive relationship between guest perception and choice of Airbnb (r=0.239, p=<0.05). This implies that a significant majority of the respondents were influenced by guest perception to select Airbnb, authentic experience, service quality, and guest satisfaction had a bigger influence on the development of guest perception. Guest perception relevancy in hospitality management evolves from the recognition that, customer sentiments are vital when it comes to expenditures on services rendered. Quality has been used as the critical key determinant that influences hospitality industry performance, but basic elements remained the same or as they were during the traditional times.