Customer Satisfaction towards Hotel Industry in Malaysia: A Systematic Review of Pre-Covid19 Era

2021 ◽  
Vol 8 ◽  
Author(s):  
Norliza Aminudin ◽  
Nita Abdul Hassan ◽  
Nurul Fatiah Aishah Shaukani ◽  
Salamiah A Jamal
Keyword(s):  
Systematic Review ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Academic Research ◽  
Hotel Industry ◽  
Review Of The Literature ◽  
Theoretical Contribution ◽  
Review Protocol ◽  
Accommodation Sector ◽  
Tourism And Hospitality

Customer satisfaction is a significant segment in the tourism and hospitality sector which resulted in increased attention to studies being conducted in all pillars of tourism including in the accommodation sector. This study aims to present the state of academic research in customer satisfaction attributes in the Malaysian hotel during the pre-Covid era. To achieve this aim, the objectives of this study are to provide a systematic review of the literature published on consumer satisfaction towards the hotel industry in Malaysia. A systematic literature review is conducted, and in a total of 17 key journal articles in the Scopus database up from 2000 until 2019, 20-years period taken into consideration, in which the review protocol proposed in this study makes use of specific techniques such as PRISMA, applied thematic analysis and bibliographic documentary review. The findings reveal that the staff prompt and courtesy of front desk attributes are frequently examined by researchers, followed by comfort and value for room attributes, accessibility of the facilities at the hotel and a variety of food and beverages were the important attributes for the customer satisfaction towards Malaysian hotel industry. The theoretical contribution of this study includes the presentation of a systematic review of the literature, different research approaches and perspectives on customer satisfaction towards the hotel industry, through which it helps to enrich knowledge in the area of hotel attributes on customer satisfaction in the hotel business.

scholarly journals Sharing what? The ‘sharing economy’ in the sociological debate

2018 ◽  
Vol 66 (2) ◽  
pp. 275-288 ◽  
Author(s):  
Davide Arcidiacono ◽  
Alessandro Gandini ◽  
Ivana Pais
Keyword(s):  
Systematic Review ◽  
Academic Research ◽  
Sharing Economy ◽  
Final Part ◽  
Review Of The Literature ◽  
The Subject

This essay introduces the subject and interpretative perspective of the monograph ‘Unboxing the Sharing Economy’, and is divided into three parts. The first part illustrates the evolution of the concept of the ‘sharing economy’ and the main analytical implications. The second part outlines the key findings of a systematic review of the literature, which indicates both that academic research on the sharing economy has expanded considerably since 2013, and that sociology’s contribution to this debate remains underdeveloped and somewhat incoherent. The final part both locates the contributions to the monograph in the context of other studies and summarizes its content.

scholarly journals Adolescence and the 'vicissitudes identificatórias'

2018 ◽  
Vol 27 (4) ◽  
pp. 475
Author(s):  
Marina De Moraes e Prado Morabi ◽  
Mônica Medeiros Kother Macedo
Keyword(s):  
Systematic Review ◽  
Mental Disorders ◽  
Identity Construction ◽  
Review Of The Literature ◽  
Exclusion Criteria ◽  
Theoretical Contribution ◽  
Gender Aspects ◽  
And Gender

This article presents a systematic review of the literature on adolescence of the last five years, with a psychoanalysis as a theoretical contribution. As databases for the Portal of CAPES Journals and PubMed, with the descriptors: "Psychoanalysis", Adolescence "OR" Adolescent "and" Identification. "We found 38 publications that meet the inclusion and exclusion criteria, after an analysis of content, three thematic categories were identified: correlations of identity construction with ethnic, religious and gender aspects, Liames of adolescence along with mental disorders, and traumatic interferences in the identificative experiences.It was possible to perceive the theoretical highlight to the fact of adolescence, supported by the previous coordinates, makes it possible to construct a process of identification. It is not pathologizing adolescence, but neither neglecting the necessary attention considering that it can be enhanced psychic weaknesses of a subject that is at the height of a reframing process itself. Adolescência e as Vicissitudes Identificatórias Este artigo apresenta uma revisão sistemática de literatura sobre a adolescência, dos últimos cinco anos, tendo a psicanálise como aporte teórico. As bases de dados utilizadas foram o Portal de Periódicos CAPES e o PubMed, com os descritores: “Psychoanalysis”, Adolescence” OR “Adolescent” e “Identification”. Foram encontradas 38 publicações que atendiam aos critérios de inclusão e exclusão e, após uma análise de conteúdo, elencou-se três categorias temáticas: Correlações da construção de identidade com aspectos étnicos, religiosos e de gênero; Liames da adolescência junto aos transtornos mentais; e Interferências traumáticas nas vivências identificatórias. Pôde-se perceber o destaque teórico ao fato de que o adolescente, apoiado nas coordenadas prévias, viabiliza a construção de seu próprio processo identificatório. Trata-se de não patologizar a adolescência, porém, tampouco, descuidar da necessária atenção considerando que nela podem ser incrementadas as fragilidades psíquicas de um sujeito que está no auge de um processo de ressignificação de si mesmo.

The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shaolong Sun ◽  
Fuxin Jiang ◽  
Gengzhong Feng ◽  
Shouyang Wang ◽  
Chengyuan Zhang
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Topic Model ◽  
Hotel Industry ◽  
Online Reviews ◽  
Control Measures ◽  
Content Type ◽  
Before And After ◽  
The Impact

Purpose The purpose of this study is to provide better service to hotel customers during the COVID-19 era. Specifically, this study focuses on understanding the changes in hotel customer satisfaction during the epidemic and formulating effective marketing strategies to satisfy and attract guests. Design/methodology/approach As the first victim of the COVID-19 virus, China’s hotel industry has been profoundly affected and customer satisfaction and needs have also changed. Taking 105,635 hotel reviews obtained from Tripadvisor.com in Beijing and Shanghai as samples, this study explores the changes in consumer satisfaction by using text-mining methods. Findings The results suggest that there are significant differences in overall ratings, spatial distribution and ratings of different traveller types before and after the epidemic. Generally, customers have higher “tolerance” and are more inclined to give higher ratings and pay more attention to hotel prevention and control measures to reduce health risks after the COVID-19. Research limitations/implications This paper proves the changes in customer satisfaction before and after the COVID-19 at the theoretical level and reveals the changes in customer attention through the topic model and provides a basis for guiding hotel managers to reduce the impact of the COVID-19 crisis. Practical implications Empirical findings would provide useful insights into tourism management and improve hotel service quality during the COVID-19 epidemic era. Originality/value This research explores the hotel customer satisfaction in the field of hotel management before COVID-19 and after COVID-19, by using text mining to analyse mandarin online reviews. The results of this study will suggest that the hotel industry should continuously adjust its products and services based on the effective information obtained from customer reviews, so as to realize the activation and revitalization of the hotel industry in the epidemic era.

scholarly journals Level of Green Practices Among Hotel Guests in Malaysia

2020 ◽  
Vol 3 (12) ◽  
pp. 118-120
Author(s):  
Yusnita Yusof ◽  
Myzatul Aini Ma’asor
Keyword(s):  
Sampling Method ◽  
Hotel Industry ◽  
Marketing Research ◽  
Lodging Industry ◽  
Target Market ◽  
Theoretical Contribution ◽  
Green Practices ◽  
Accommodation Sector ◽  
Number Of Customers ◽  
Green Hotels

With the rise of environmental consciousness among the management of the accommodation sector, green hotels seem to be a growing niche in the competitive lodging industry, as evidenced by the increase in the total number of customers who are attracted to stay in green hotels. Moreover, nowadays, hotel guests prefer to stay in a hotel that is concerned about the environment. This means that green practices are essential in the hotel industry. The aim is to expand the previous research and will examine the level of green practices in respect of guests in the Malaysian hotels. A total of 300 respondents were selected using a random sampling method and analyzed using SPSS and AMOS. The result indicated that all the items for the green practices’ variable had good values. The theoretical contribution of this study is to the added level of green practices information into the marketing research base, especially in the hotel industry to help marketers create the target market.

scholarly journals Emerging market multinationals’ international equity-based entry mode strategies

2018 ◽  
Vol 35 (2) ◽  
pp. 342-359 ◽  
Author(s):  
Irina Surdu ◽  
Kamel Mellahi ◽  
Keith Glaister
Keyword(s):  
Systematic Review ◽  
Key Management ◽  
Emerging Market ◽  
Entry Mode ◽  
Review Of The Literature ◽  
Content Type ◽  
Emerging Market Multinationals ◽  
Theoretical Contribution ◽  
Extant Literature ◽  
International Equity

Purpose The purpose of this paper is to examine the theories used to study the international equity-based entry mode strategies of emerging market multinationals (EMMs) and the contribution of these studies to extant literature. Design/methodology/approach The authors conducted a systematic review of the literature. A total of 73 articles were identified from key management, international business and international marketing journals published between 2000 and June 2015. Articles were analysed according to the theory(ies) used, thematic area, methodology, home/host countries studied and findings. Findings Despite the great interest around the topic of how the antecedents and outcomes of EMMs’ international entry mode strategies may challenge and amend existing theories, the findings that come out of this research mirror patterns observed in the entry mode literature in general. Whilst traditional perspectives such as internalisation theory and the OLI paradigm remain prevalent, a growing number of studies draw on institutional theory and combine multiple theoretical perspectives. Newer theories developed specifically to study EMMs (e.g., the springboard perspective) are used in only five studies and challenged to differentiate their theoretical underpinnings from extant literature. Overall, the theoretical contribution of EMM studies is simply a change in emphasis from the role of firm-specific factors towards the influence of home country institutions on entry mode strategies. The authors conclude that the literature has only made tweaks at the edge of theories with no significant changes to extant theorisations. Originality/value This is the first systematic review of the literature focusing specifically on the international equity-based entry mode strategies of EMMs.

A critical review of moderation analysis in tourism and hospitality research toward robust guidelines

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
S. Mostafa Rasoolimanesh ◽  
Mingzhuo Wang ◽  
Josip Mikulić ◽  
Puvaneswaran Kunasekaran
Keyword(s):  
Systematic Review ◽  
Design Methodology ◽  
Academic Research ◽  
Future Research ◽  
Methodological Issues ◽  
Content Type ◽  
Multigroup Analysis ◽  
Moderation Analysis ◽  
Key Issues ◽  
Tourism And Hospitality

Purpose This article aims to propose guidelines to develop moderation hypotheses, assess moderators using the multigroup analysis and interaction effect approaches and interpret the results of moderation analysis in tourism and hospitality research. Design/methodology/approach Through a review of 600 articles published in top tourism and hospitality journals from the year 2016 to 2020, and reviewing the literature related to moderation analysis, this study identifies key issues in different steps of moderation analysis and proposes robust guidelines to aid future research. Findings The results of the systematic review uncovered some key issues in different steps of moderation analysis, such as hypothesis development, moderation assessment and results interpretation. The findings emphasized the typical methodological misconceptions and improper practices for moderation analysis. Research limitations/implications Moderation analysis is of great significance to the advancement of theory, and its application has increased significantly in recent years. However, many studies appear to have a limited understanding of moderation analysis and follow questionable practices regarding hypothesis development, moderation assessment and results interpretation, thus leading to suspicious conclusions for theory advancement. By highlighting these methodological issues, this article provides robust guidelines for moderation analysis, which is of great theoretical and methodological significance to the academic research in tourism and hospitality. Originality/value As one of the first studies to provide robust guidelines for moderation analysis, based on a critical and systematic review of papers published in top-tier journals in tourism and hospitality and the latest developments on moderation analysis in the wider literature, this article has important theoretical and methodological significance for the academic research in tourism and hospitality as well as general social science disciplines.

Telepractice for Adult Speech-Language Pathology Services: A Systematic Review

2020 ◽  
Vol 5 (1) ◽  
pp. 326-338 ◽  
Author(s):  
Kristen Weidner ◽  
Joneen Lowman
Keyword(s):  
Systematic Review ◽  
Primary Progressive Aphasia ◽  
Future Research ◽  
Service Delivery Model ◽  
Speech Language Pathology ◽  
Review Of The Literature ◽  
Research Designs ◽  
Assessment And Treatment ◽  
Language Pathology ◽  
Screening Assessment

Purpose We conducted a systematic review of the literature regarding adult telepractice services (screening, assessment, and treatment) from approximately 2014 to 2019. Method Thirty-one relevant studies were identified from a literature search, assessed for quality, and reported. Results Included studies illustrated feasibility, efficacy, diagnostic accuracy, and noninferiority of various speech-language pathology services across adult populations, including chronic aphasia, Parkinson's disease, dysphagia, and primary progressive aphasia. Technical aspects of the equipment and software used to deliver services were discussed. Some general themes were noted as areas for future research. Conclusion Overall, results of the review continue to support the use of telepractice as an appropriate service delivery model in speech-language pathology for adults. Strong research designs, including experimental control, across multiple well-described settings are still needed to definitively determine effectiveness of telepractice services.

Acute limb ischemia in a patient with pre-fibrotic myelofibrosis complicated by heparin-induced thrombocytopenia and thrombosis – case report and systematic review of dabigatran use

VASA ◽  
2020 ◽  
pp. 1-6 ◽  
Author(s):  
Marina Di Pilla ◽  
Stefano Barco ◽  
Clara Sacco ◽  
Giovanni Barosi ◽  
Corrado Lodigiani
Keyword(s):  
Systematic Review ◽  
Case Report ◽  
Lower Limb ◽  
Limb Ischemia ◽  
Acute Limb Ischemia ◽  
Review Of The Literature ◽  
Heparin Induced Thrombocytopenia ◽  
Lower Limb Ischemia ◽  
Vein Thrombosis ◽  
Left Lower Limb

Summary: A 49-year-old man was diagnosed with pre-fibrotic myelofibrosis after acute left lower-limb ischemia requiring amputation and portal vein thrombosis. After surgery he developed heparin-induced thrombocytopenia (HIT) with venous thromboembolism, successfully treated with argatroban followed by dabigatran. Our systematic review of the literature supports the use of dabigatran for suspected HIT.

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