scholarly journals Forming Strong Guest Loyalty: Sustainable Development of Hotel Industry on the Example of Small-Hotels

2019 ◽  
Vol 3 (53) ◽  
Author(s):  
Dana Naimanbayeva
Keyword(s):  
Sustainable Development ◽  
Consumer Behavior ◽  
Customer Loyalty ◽  
Consumer Preferences ◽  
Hotel Industry ◽  
Psychological Climate ◽  
Effective Development ◽  
Hotel Managers ◽  
Potential Customers ◽  
Guest Loyalty

The study of customer loyalty is an important part of the activity of any enterprise, which allows achieving significant economic indicators. In modern economic conditions of development of the sphere of tourism and hospitality, consumer behavior is increasingly being evaluated as an indicator of competitiveness of the hotel. For effective development of mini hotels, the number of which is gradually growing, it is important to study the needs and wishes of potential customers. The formation of customer loyalty of hotel services is a difficult task, hotel managers have to analyze not only the needs of consumers, but also the behavior in the market of other hotel enterprises, as well as use the mechanisms of «individualization» of service. The object of the research in the article is consumer behavior in general, and loyalty of guests in particular. The subject of the study is the influence of guest loyalty on the development of mini-hotels. The theoretical side of the article is to study the preferences of hotel customers and identify groups of factors that influence the formation of customer loyalty of hotel services, as well as the needs of customers when visiting certain hotel enterprises. The article analyzes the theoretical and practical aspects of the formation of motivation of potential and real customers of mini-hotels, focuses on the role of marketing management of mini hotels. Based on the conducted survey, groups of consumer preferences of mini-hotel clients were identified. The finding results from the article helped to identify the main motivation of potential customers to make the choice in favor of particular hotel. Customer preferences when choosing a mini-hotel include such variables as: favorable living conditions, comfortable psychological climate, level of service. The empirical main conditions of the article are to generalize the main factors of sustainable development of mini-hotels as one of the forms of development of the hotel industry and increase the tourist attractiveness of the region.

scholarly journals Competitiveness of Kazakhstani National Economy: Problems and Prospects for Overcoming

2019 ◽  
Vol 3 (53) ◽  
Author(s):  
Sabina Sailaubek
Keyword(s):  
Consumer Behavior ◽  
Customer Loyalty ◽  
Consumer Preferences ◽  
Psychological Climate ◽  
Customer Preferences ◽  
Modern Economic ◽  
Tourism And Hospitality ◽  
Effective Development ◽  
Hotel Managers ◽  
Potential Customers

The study of customer loyalty is an important part of the activity of any enterprise, which allows achieving significant economic indicators. In modern economic conditions of development of the sphere of tourism and hospitality, consumer behavior is increasingly being evaluated as an indicator of competitiveness of the hotel. For effective development of mini hotels, the number of which is gradually growing, it is important to study the needs and wishes of potential customers. The formation of customer loyalty of hotel services is a difficult task, hotel managers have to analyze not only the needs of consumers, but also the behavior in the market of other hotel enterprises, as well as use the mechanisms of «individualization» of service. The object of the research in the article is consumer behavior in general, and loyalty of guests in particular. The subject of the study is the influence of guest loyalty on the development of mini-hotels. The theoretical side of the article is to study the preferences of hotel customers and identify groups of factors that influence the formation of customer loyalty of hotel services, as well as the needs of customers when visiting certain hotel enterprises. The article analyzes   the   theoretical   and practical   aspects   of   the  formation  of motivation of potential and real customers of mini-hotels, focuses on the role of marketing management of mini hotels. Based on the conducted survey, groups of consumer preferences of mini-hotel clients were identified. The finding results from the article helped to identify the main motivation of potential customers to make the choice in favor of particular hotel. Customer preferences when choosing a mini-hotel include such variables as: favorable living conditions, comfortable psychological climate, level of service. The empirical main conditions of the article are to generalize the main factors of sustainable development of mini-hotels as one of the forms of development of the hotel industry and increase the tourist attractiveness of the region.

scholarly journals Ethically Minded Consumer Behavior, Retailers’ Commitment to Sustainable Development, and Store Equity in Hypermarkets

2020 ◽  
Vol 12 (19) ◽  
pp. 8041
Author(s):  
Irene Sánchez-González ◽  
Irene Gil-Saura ◽  
María Eugenia Ruiz-Molina
Keyword(s):  
Sustainable Development ◽  
Consumer Behavior ◽  
Least Squares ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Positive Word ◽  
Ethical Aspects ◽  
The Sustainable Development ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth

The present paper analyzed the influence of ethically minded consumer behavior on retailer’s commitment to sustainable development as perceived by the consumer, and their contribution to the chain of relationships “store equity–loyalty–word of mouth communication”, in the context of retailing. Responses from 317 hypermarket customers in Ecuador were analyzed. The model was estimated using the partial least squares technique. The results show the sustainable development actions implemented by retailers, together with perceived value, contribute significantly to store equity creation, which explains customer loyalty and, ultimately, positive word-of-mouth communication. However, the most concerned consumers of ethical aspects value the retailer’s efforts towards sustainability to a lesser extent. The findings of this research allow developing a series of implications for the managers of these establishments.

scholarly journals Exploring the Environmental Practices in Hospitality through Booking Websites and Online Tourist Reviews

2020 ◽  
Vol 12 (24) ◽  
pp. 10282
Author(s):  
Diana Foris ◽  
Natalia Crihalmean ◽  
Tiberiu Foris
Keyword(s):  
Sustainable Development ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Digital Technologies ◽  
Environmentally Friendly ◽  
Current Position ◽  
Environmental Practices ◽  
Long Run ◽  
Hotel Managers

The major impact of hotel industry on the environment has become a serious concern for both hoteliers and tourists, with many studies showing that tourists are having more and more expectations from hoteliers to implement environmental practices. Considering the fact that most hotel bookings are now made online through booking websites, it is important for these to show and manifest the same preoccupation with the environment, by promoting environmentally friendly initiatives. The aim of the present study is to emphasize the crossroads between sustainability and digitalization, and to increase the role of digital technologies in encouraging a sustainable development of all tourism sectors, including hospitality. The study provides information and identifies important elements to assess the environmental practices of booking websites. In order to identify the position that booking websites and platforms take towards the environmental practices, the filter section of four booking platforms is analyzed. The present study aims not only to analyze the current position of booking platforms towards the environment, but also to identify methods that improve the way they highlight their implemented environmental practices, based on tourist’ reviews. In order to identify the customers’ opinion regarding these types of practices, a total of 31,800 tourist reviews posted on Booking.com were analyzed. The results have indicated that the level of awareness related to the need of protecting the environment, in the case of both hoteliers and tourists, must increase aspects that also imply the need for booking websites to highlight and encourage environmental practices. The obtained results are useful for booking websites developers who can adapt and make the website’s interface friendlier regarding environmental practices. In addition, hotel managers and entrepreneurs can make use of these results in order to develop new types of business in the hospitality industry, and in the long run the results are useful for increasing the awareness among tourists of the need for environmental practices. Suggestions are made on how booking websites can involve themselves more in environmentally friendly initiatives and in potential future study subject discussions.

scholarly journals Investigating the Effectiveness of Branding on Customer Loyalty in Some Selected Hotels in Accra, Ghana

2018 ◽  
Vol 4 (2) ◽  
pp. 38
Author(s):  
Irene Seh Tah ◽  
Awo Kyemenua Darko
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Hotel Industry ◽  
High Quality ◽  
Management Perspective ◽  
Branding Strategies ◽  
Food And Beverage ◽  
Front Office ◽  
Hotel Managers

The study investigated the effectiveness of branding on customer loyalty in some selected hotels in Accra. In all, 250 questionnaires were administered to the customers and 200 representing 80% were retrieved. Five selected hotels in Accra were used for the research. The study revealed that some hotels apply branding strategies in selling their products while others do not. This was attributed to the fact that managers of those hotels are unaware of the benefits of effective branding strategies. The study also revealed that services that attract customers most to a hotel include front office, food and beverage and housekeeping. From management perspective, it was realized that 40% of customers mostly patronize housekeeping services and 40% also patronize food and beverage services mostly. Finally the study found that, factors such as trust, commitment, high quality services, customer satisfaction and reward programmes influence customer loyalty in the hotel industry. Customer satisfaction appeared to be the major factor that influences customer loyalty in hotels. Hotel managers and employees should therefore maintain a friendly relationship with customers and customer’s needs should constantly be met as this could help to make customers highly satisfied.  

Sustainability Practices in Hotel Industry: A Study on Guest Awareness and Satisfaction

GIS Business ◽  
2006 ◽  
Vol 1 (6) ◽  
pp. 9-10
Author(s):  
Shweta Mathur ◽  
Kavita Khanna ◽  
Sanjeev Kumar Saxena
Keyword(s):  
Hotel Industry ◽  
Empirical Work ◽  
Management Policy ◽  
Survey Method ◽  
Customer Preferences ◽  
Sustainability Strategy ◽  
Sustainability Practices ◽  
Sustainability Initiatives ◽  
Hotel Managers ◽  
Relationship Of

The research paper is an empirical work to ascertain the awareness and satisfaction levels of the hotel guests on the sustainability practices in Five Star hotels in Delhi. This paper also aims to determine the extent to which certain sustainability practices influence customer preferences and requirements. The methodology used in this research included a survey method, combined with an extensive secondary research and descriptive methods. The survey was conducted in selected Five star and Five-star deluxe hotels in Delhi from June 2016 until September 2016. The results of the study establish a direct relationship of sustainability practices with customers satisfaction in Five Star Hotels in Delhi, however, it reveals that the prevailing sustainability practices do not satisfy the guests to a considerable extent. The research results can be used by hotel managers in order to improve and adopt sustainability strategy in their management policy in order to raise the level of awareness towards the hotels sustainability initiatives undertaken and then to meet the demands of cognizant guests and for the sake of its own business survival.

scholarly journals Harmonization of Green Motives and Green Business Strategies towards Sustainable Development of Hospitality and Tourism Industry: Green Environmental Policies

2021 ◽  
Vol 13 (12) ◽  
pp. 6592
Author(s):  
Zahid Yousaf ◽  
Magdalena Radulescu ◽  
Crenguta Ileana Sinisi ◽  
Luminita Serbanescu ◽  
Loredana Maria Paunescu
Keyword(s):  
Sustainable Development ◽  
Structural Equation ◽  
Hotel Industry ◽  
Equation Model ◽  
Tourism Industry ◽  
Business Strategies ◽  
Mediating Role ◽  
Green Business ◽  
Hospitality And Tourism Industry

This study aims to investigate the direct impact of green motives (GM) and green business strategies (GBS) on sustainable development (SD) in the hospitality sector. It explores the direct links between GM and SD. Moreover, the mediating role of GBS between GM and SD was tested. The research relies on the stakeholders’ theory, which states that the organization’s success and future development depends on the satisfaction of stakeholders. Data were collected from 451 top managers and owners from 54 hotels (5, 4 and 3-star hotels) operating in Pakistan. Quantitative analysis including correlation, regression, confirmatory factor analysis and structural equation model techniques were used. The mediating role of GBS was assessed using the bootstrapping method. Results proved that GM and GBS enable hotel industry to achieve the targets of SD. Finding also proved that GBS act as a mediator between the GM and SD link. The hotel industry needs attention to achieve the targets of SD and customers’ inclination towards more hygienic and environmental issues after the worldwide COVID-19 pandemic situation has forced the hotel industry to adapt GBS initiated through GM. The current research articulated this upcoming issue and offered a SD model for the hotel industry.

Applying Expanded Servicescape to the Hotel Industry

2021 ◽  
pp. 109634802110115
Author(s):  
Seonjeong (Ally) Lee ◽  
Ning-Kuang Chuang
Keyword(s):  
Quality Of Life ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Online Survey ◽  
Hotel Industry ◽  
Holistic Approach ◽  
Environmental Cues ◽  
Practical Implications

The physical environment plays an essential role in customers’ hotel stay experiences. Hotels offer a differentiated atmosphere that creates favorable customers’ evaluations. Based on the significant role of environmental cues, this study investigates the effects of an expanded servicescape on customers’ evaluations, including customer satisfaction, quality of life, and customer loyalty, in the context of the hotel industry. To test the proposed research framework, this study collects data from previous hotel customers and conducts a self-administered, online survey. Findings identified ambience, interactions with employees, authenticity, and fascination positively influenced customers’ satisfaction, which further influenced customer loyalty. Only ambience and fascination positively influenced quality of life, which in turn influenced customer loyalty. Results contributed to the application of expanded servicescape in the hotel context. Results also suggested practical implications of the holistic approach of servicescape in the hotel industry.

scholarly journals Sustainable Development Goals Localisation in the Hospitality Sector in Botswana and Zimbabwe

2021 ◽  
Vol 13 (15) ◽  
pp. 8457
Author(s):  
Kaitano Dube
Keyword(s):  
Sustainable Development ◽  
Continuous Monitoring ◽  
Sustainable Development Goals ◽  
Hotel Industry ◽  
Secondary Data ◽  
Preliminary Evidence ◽  
Tourism Industry ◽  
Annual Reports ◽  
Development Goals ◽  
Hospitality Sector

Many countries have fronted tourism as a tool for achieving Sustainable Development Goals (SDGs) in their voluntary national reviews. Nevertheless, very few studies have examined how the tourism industry has been localising SDGs. Therefore, this study is borne out of that knowledge gap. A qualitative approach comprising the use of primary and secondary data from integrated annual reports was adopted. The study found some progress made by hotel companies in localising SDGs. It emerged that Cresta Hotels and the African Sun group of hotels are only at the inception stage of SDG localisation, focusing on several SDGs that respond to the socio-economic and environmental demands of the environments they work in. Given that most of the work under the SDGs only began inception between 2018 and 2019, there is still a long way to go before meaningful progress can be reported regarding SDG localization, with preliminary evidence showing that the hotel industry is likely to have made significant inroads when the SDGs lapse in 2030 if their efforts are not disturbed by the COVID-19 pandemic. The study recommends continuous monitoring and support for the sector as the SDG framework offers a better and more focused sector to achieve sustainable and responsible tourism in Zimbabwe and Botswana.

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