scholarly journals A major boost to the website performance of up-scale hotels in Vietnam

2019 ◽  
Vol 14 (1) ◽  
pp. 14-30
Author(s):  
Nga Thi Vo ◽  
Miloslava Chovancová ◽  
Ho Thanh Tri
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Hotel Industry ◽  
Female Group ◽  
Hotel Management ◽  
Online Environment ◽  
Customer Attitude ◽  
Hotel Websites ◽  
The Impact ◽  
Gender Specific

Abstract The study aims to enhance the customer experience on hotel websites in the context of venue’s booking channels to others. The online filed survey is conducted with 321 internet bookers. The exploratory factor analysis is adopted to analyze the data. The progression of customer satisfaction proceeds in a linear fashion on luxury (ranking from 4-star to 5-star hotels) websites. Moreover, the study reveals how hotel website performance would affect the levels of customer attitude and its sustainable development in the context of perceived e-service quality. The exploratory results show that customer satisfaction in online environment has identical processes in the context of up-scale hotel industry. The female group compared to male group, has more sensitive to perceive the impact of functionality of lodging website in developing customer satisfaction. Caution is advised in generalizing findings of this study due to stratified sampling even though the study confirms results of previously conducted studies. This study provides practical tips for website sustainable progress especially for hotel management to pay more attention to the e-service formation process. Therefore, the appropriate marketing strategy can be established to fill gender specific expectations towards individual degree of customer satisfaction.

scholarly journals Assessing Customer Satisfaction And Acceptance On Perishable Goods In The Telepresent Environments

2010 ◽  
Vol 8 (9) ◽  
Author(s):  
Yoon C. Cho
Keyword(s):  
Customer Satisfaction ◽  
Statistical Analyses ◽  
Online Environment ◽  
Product Attributes ◽  
Home Shopping ◽  
Perishable Goods ◽  
Willingness To Adopt ◽  
Willingness To Purchase ◽  
Factor Regression ◽  
The Impact

Customer satisfaction and willingness to purchase a product in the telepresent environment varies based on how attributes of the products are easily determined. Considering the impact of the telepresent, this study explored factors that affect customer satisfaction and willingness to adopt perishable goods. This study also considered customer satisfaction and willingness to purchase products based on their previous experiences with online or other interactive home shopping wherein they encountered limitations in delivery of certain features or product attributes. The purpose of this study is to examine factors that affect customer satisfaction and willingness to purchase perishable goods in the online environment and how experiences with sensory goods (besides perishable goods) from online and other interactive home shopping channels affect satisfaction and willingness to purchase perishable goods. Surveys were conducted and statistical analyses, such as factor, regression, ANOVA, and ANCOVA, were applied to investigate the findings. Further, this study provides managerial and theoretical implications and offers suggestions for e-businesses.

scholarly journals The Impact of Service Quality on Customer Satisfaction: A Study on Higher Education Students in Timor-Leste

2021 ◽  
Vol 3 ◽  
pp. 47-53
Author(s):  
Cornelia F. da Costa Ferreira ◽  
Mesis Kana Djo ◽  
Jorge Ribeiro Freitas ◽  
Marcos Taec Abi
Keyword(s):  
Higher Education ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Management ◽  
Education Students ◽  
Data Collection And Analysis ◽  
Timor Leste ◽  
Institute Of Technology ◽  
The Impact

This research aims to test and assess the influence of service quality on customer satisfaction. Students from Hotel Management Department, Dili Institute of Technology (DIT), Timor-Leste were used as research respondents; while data collection and analysis used questionnaires and SMART-PLS 3.1 respectively. The result shows that service quality influence positively and significantly on customer satisfaction. This research can help industries to improve their service quality to raise customer satisfaction, leading to improve their performance.

scholarly journals Research on impact of employer brand dimensions on competitiveness in hotel industry

Skola biznisa ◽  
2020 ◽  
pp. 35-61
Author(s):  
Jasmina Ognjanović
Keyword(s):  
Human Capital ◽  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Hotel Industry ◽  
Hotel Management ◽  
Five Dimensions ◽  
Employer Brand ◽  
Corporate Social ◽  
Key Resources ◽  
The Impact

Human resources are one of the key resources for gaining and maintaining the competitive advantage of hotels, so increasing the value of human capital becomes a priority for hotel management. One way to increase the value of human capital is to build an employer brand in the hotel industry. The paper aims to examine the relationship between employer brand and competitiveness in the hotel industry. The obtained research results indicate the importance of the following five dimensions of the employer brand: organizational culture, work-life balance, the attractiveness of the hotel, corporate social responsibility, opportunities for training, development and advancement of employees. Results of correlation analysis indicate a positive, significant correlation between employer brand dimensions, while the regression analysis results support the impact of the hotel's employer brand on competitiveness. Corporate social responsibility has a significant impact on competitiveness as one of the dimensions of an employer brand.

scholarly journals The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews

2022 ◽  
Vol 14 (2) ◽  
pp. 848
Author(s):  
Yae-Ji Kim ◽  
Hak-Seon Kim
Keyword(s):  
Customer Satisfaction ◽  
Semantic Network ◽  
Linear Regression Analysis ◽  
Hotel Industry ◽  
Online Reviews ◽  
Customer Experience ◽  
Purchasing Decisions ◽  
Semantic Network Analysis ◽  
The Sustainable Development ◽  
The Impact

With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience, and investigated their association with customer satisfaction. A total of 8229 reviews were collected from Google travel websites from December 2019 to July 2021. Text mining and semantic network analysis were adopted for big data analysis. Factor and regression analyses were then used for quantitative analysis. Based on linear regression analysis, the Service and Dining factors significantly affected customer satisfaction. Service is a critical selection attribute for customers, and the provision of more particular services is necessary, especially after COVID-19. These results indicate that understanding online reviews can provide theoretical and practical implications for developing sustainable strategies for the hotel industry.

scholarly journals Assessing Customer Satisfaction Towards Service Quality in the Hospitality Industry

2021 ◽  
Vol 16 (1) ◽  
pp. 67-73
Author(s):  
Siti Rapidah Omar Ali ◽  
Siti Norsuhaizam Norizan ◽  
Nur Shafini Mohd Said ◽  
Khalid Amin Mat ◽  
Fatanah Jislan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Service Industry ◽  
Hotel Industry ◽  
Three Dimensions ◽  
Hotel Management ◽  
Convenience Sampling ◽  
The Relationship ◽  
Survey Approach

It is proven true that the main subjects addressed by every service industry nowadays are service quality and customer satisfaction. Hence, virtuous customers’ evaluation of services is crucial for the firms. Delivering good quality service is leading to attain today’s competitive environment. This study attempts to assess the relationship between service quality and customer satisfaction in the hotel industry in Malaysia. SERVQUAL model of service quality has been used to measure the relationship between three independent variables namely Tangibility, Reliability and Responsiveness and a dependent variable that is customer satisfaction. A number of 217 hotel guests in a three-star hotel in Kuala Terengganu were selected as a sample by using a convenience sampling method. The questionnaire was used as a research instrument in a survey approach. The findings indicated that all three dimensions of service quality have a positive relationship with customer satisfaction. Responsiveness seems to be the most significant factor in satisfaction. This study contributes to the enhancement and standardization of service quality management in firms especially the hotel industry in Malaysia. The findings would offer better understanding and recommendations for hotel management transformation and practices.

scholarly journals THE IMPACT OF CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE AND CUSTOMER LOYALTY ON BRAND POWER: EMPIRICAL EVIDENCE FROM HOTEL INDUSTRY

2018 ◽  
Vol 19 (2) ◽  
pp. 417-430
Author(s):  
Hossein Bodaghi Khajeh Nobar ◽  
Reza Rostamzadeh
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Strong Predictor ◽  
Hotel Industry ◽  
Tourism Industry ◽  
Influential Factor ◽  
Equation Modeling ◽  
Path Coefficient ◽  
The Impact

This research aims to investigate the impact of customer satisfaction, experience, and loyalty on brand power in the Hotel industry. This study used a descriptive-survey research design based on the correlation method. The selected populations were Pars Hotels’ customers. Sample size was 384, based on Krejcie and Morgan’s sampling table. The structural equation modeling was used to evaluate the causal simulation and to examine the reliability and validity of the measuring model. The research results showed that customer expectation has the most impact on customer satisfaction with path coefficient of 0.74. On the other hand, customer loyalty, with path coefficient of 0.65, is known as an influential factor. This study helps to understand that customer satisfaction and customer expectations are positive drivers of customer loyalty. Customer loyalty also is a strong predictor of brand power in hoteling and tourism industry. By strengthening that part, which you have better resources, you can have a better supply and thus, there would be more opportunities in establishing reputation and increasing visibility.

scholarly journals The Impact of Deceptive Advertising on Customer Loyalty: A case of Telecommunication Industry in Karachi, Pakistan

2019 ◽  
Vol 4 (1) ◽  
pp. 39 ◽  
Author(s):  
Saira Iqbal ◽  
Danish Ahmed Siddiqui
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Accurate Information ◽  
Telecommunication Industry ◽  
Deceptive Advertising ◽  
The Impact

This study examined the impact of Deceptive Advertising on Customer Loyalty in the telecommunication industry of Karachi, Pakistan. This research was quantitative in nature. The sample size was 250; questionnaires were distributed electronically and manually. Exploratory Factor Analysis (EFA) was used to analyze the data with the help of SPSS. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) using AMOS, conducted to ensure the model and testing the hypothesis. The outcome of the present study verifies that word of mouth has a strong significant influence on customer loyalty. Hence customer satisfaction and customer trust are causing word of mouth in a positive and significant way. So it shows that there is a positive and strongly significant influence of customer satisfaction and trust on customer loyalty with the mediation of word of mouth. On the other hand, deceptive ads are causing word of mouth in a negative way. Hence it is concluded that deceptive ads have a negative influence on customer loyalty with the mediation of word of mouth. This study suggested that in order to increase customer loyalty and build a long-term relationship with the customer’s telecom companies should focus on accurate information and rendering the level of competitive services to their customers.

scholarly journals CEO interview-Mr. Jingbang Zhang, EVP of Yagao Meihua Hotel Management Co., Ltd and CEO of Madison Brand, Shanghai, China

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jun Wen
Keyword(s):  
Design Methodology ◽  
Hotel Industry ◽  
Hotel Management ◽  
Content Type ◽  
Industry Leader ◽  
Tourism And Hospitality ◽  
The Impact

PurposeThe purpose of this paper is to interview Mr. Jingbang Zhang, EVP of Yagao Meihua Hotel Management Co., Ltd & CEO of Madison Brand based in Shanghai, China, regarding the impact of COVID-19 on China’s hotel industry and potential post-COVID-19 trends.Design/methodology/approachInterview with hotel group CEO and industry leader in China.FindingsSeveral effects of COVID-19 and potential trends are discussed from a hotel CEO’s perspective.Originality/valueTourism and hospitality stakeholders will acquire a better understanding of the impacts of COVID-19 on China’s hotel industry and possible post-COVID-19 adjustments

scholarly journals STRATEGI ADAPTASI ALLIUM TANGERANG HOTEL PADA MASA PANDEMI COVID-19

2021 ◽  
Vol 6 (1) ◽  
pp. 1-8
Author(s):  
Yustisia Kristiana ◽  
Daniel Yohanes ◽  
Yismaya Irving Gunawan
Keyword(s):  
Hotel Industry ◽  
Adaptation Strategy ◽  
Hotel Management ◽  
Occupancy Rate ◽  
Labor Policies ◽  
Interactive Analysis ◽  
Analysis Technique ◽  
Front Office ◽  
The Impact ◽  
Research Show

The COVID-19 pandemic that occurred in March 2020 resulted in a drastic decrease in the occupancy rate of Allium Tangerang Hotel. In April 2020, the room occupancy rate has dropped dramatically. This resulted in the Allium Tangerang Hotel being closed throughout May 2020. Allium Tangerang Hotel is trying to adapt to the COVID-19 pandemic. The research objectives were to (1) describe the impact of the COVID-19 pandemic on Allium Tangerang Hotel, and (2) analyze the adaptation strategy of Allium Tangerang Hotel during the COVID-19 pandemic. The method used is qualitative. The data sources were selected using purposive sampling method. The selected informants were General Manager of Allium Tangerang Hotel, Human Resources Department Manager of Allium Tangerang Hotel, Front Office Manager of Allium Tangerang Hotel, and Front Office Supervisor of Allium Tangerang Hotel. The data analysis technique used in this research is interactive analysis. The findings of the research show that the COVID-19 Allium Tangerang Hotel pandemic must close the hotel operations as a whole which affects labor policies. The strategy used by Allium Tangerang Hotel is downsizing. Allium Tangerang Hotel management has developed a confronting style in supporting adaptation strategies to face the COVID-19 pandemic. The results of this study can encourage the management of Allium Tangerang Hotel for planning in facing crises, especially in the hotel industry for business sustainability.

scholarly journals The impact of positive emotional experiences on eWOM generation and loyalty

2018 ◽  
Vol 22 (2) ◽  
pp. 142-162 ◽  
Author(s):  
Antoni Serra-Cantallops ◽  
José Ramon-Cardona ◽  
Fabiana Salvi
Keyword(s):  
Customer Satisfaction ◽  
Online Survey ◽  
Hotel Industry ◽  
Emotional Experiences ◽  
Content Type ◽  
Brand Reputation ◽  
Company Reputation ◽  
The Uk ◽  
The Impact ◽  
Positive Effect

Purpose The purpose of this paper is to examine the role that positive emotional experiences play in the generation of electronic word-of-mouth (eWOM) and the influence both variables have, together with customer satisfaction and brand reputation, on customer loyalty in the context of hospitality services. Design/methodology/approach An online survey has been conducted including customers of an important hotel chain in the holiday up-market segment. The study sample is composed of 878 customers from Germany and the UK. The model has been tested using partial least squares technique. Findings Results indicate that positive emotional experiences have a positive effect on satisfaction, eWOM generation and company reputation. This study identifies the provision of emotional experiences as a powerful generator of positive eWOM in the hospitality context and it states that customer satisfaction, in itself, does not guarantee positive eWOM generation. Practical implications Designing unique, tailor-made, memorable experiences can become a key element to increase loyalty and, particularly, to foster the generation of recommendations, that is positive eWOM, in the hotel industry. Originality/value The study makes a contribution on the antecedents of customer satisfaction, eWOM engagement and loyalty in the specific context of hotel services.

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