Determination of Guest Satisfaction by Text Mining

The satisfaction of guests is of paramount importance to ensure the continuity and profitability of hotels. This study aims to determine guests' satisfaction with hotels by analyzing the online comments of guests. The text mining method has been utilized in this study. 58,193 Turkish comments about 5-star hotels in Turkey have been examined. These comments have been subjected to frequency and association analysis by models with Rapid Miner program. It may be stated that the guests are satisfied with 5-star hotel management in Turkey, and they are also satisfied with hotels in general and the services provided by hotels.

Encouraging consumer loyalty: the role of family business in hospitality

PurposeThe aim of this paper is to understand the importance of consumer loyalty in the specific context of Hotel Family Business. This study proposes a conceptual model to examine how perceived service quality and corporate social responsibility (SCR) influence guest satisfaction and loyalty, and also how they relate to corporate image, perceived value and price.Design/methodology/approachThrough the structural equation model (SEM), a research model was proposed to examine SQ and CSR affect satisfaction and loyalty to the Douro Family Hotel and also, how they interact with corporate image, perceived value and price. The main purpose is to analyse the drivers of guest loyalty and its importance for the development and sustainability of family hotels in Douro (Portugal).FindingsThe results of the study indicate that CSR and SQ perceived by the guest have a direct and positive effect on guest satisfaction and loyalty to Douro family hotels. These variables are also determinants of the perceived value, corporate image and price.Research limitations/implicationsThe sample is restricted and obtained by the convenience technique, but with sufficient size for the application of the structural equations model. However, the results obtained cannot be generalised to all hotels or contexts, as they only reflect information on family hotels in the Douro.Practical implicationsFamily businesses are a substantial share of the European economy, from the industrial sector to the services industry, including also hospitality. In Portugal, family businesses likewise play a key role, both in terms of wealth creation and job creation.Originality/valueThese findings provide knowledge to family hotels on how they should implement a CSR policy that promotes service quality, corporate image and guest satisfaction, and therefore their loyalty and the competitiveness of the family hotel business.

Analysis of Receptionist Service Quality to Increase Guest Satisfaction at Hotel Yusro Jombang

This study aimed to analyze the level of receptionist service quality in increasing guest satisfaction at Hotel Yusro Jombang, East Java. The number of samples used was 60 respondents, with a purposive sampling data collection technique. The primary data collection method for service quality variables is using a questionnaire that has been tested for its validity and reliability. The analysis technique used is Customer Satisfaction Index, Servqual, and Importance Performance Analysis, presented in a Cartesian diagram. This study indicates that there is a negative, positive and neutral gap between guest perceptions and expectations. Customers are satisfied with the services provided because the value of the positive gap is more than the negative. The quality level of receptionist service in improving guest satisfaction at Hotel Yusro Jombang has been good, because the value of customer satisfaction index (CSI) of 90.22% is in the range of 81%-100%, meaning, in general, the guest satisfaction index at Hotel Yusro Jombang is on the "very satisfied" criteria. Next, based on the result of importance-performance analysis, each indicator's position in the cartesius diagram found an indicator that is a priority to be fixed, i.e., indicator in the A quadrant and an indicator that is an achievement to be maintained indicator which is in the B quadrant. As for indicators that are considered most satisfying by guests, they are X3 indicators, X5 indicators, and X10 indicators, each of them has a score of 0.04.

The Implementation of Green Housekeeping Management at The St. Regis Bali Resort

This research focuses on analyzing the implementation of green housekeeping management at The St. Regis Bali Resort. The data of the research was collected through observation, interview, questionnaires’ distribution, and documentation. The questionnaires were distributed to the 38 employees of the Housekeeping Department. Quantitative analysis was used to analyze the data. The research results using the frequency distribution of Likert scale with 5 (five) scales on the SPSS version 25.0 stated that the average value of the indicators related to the implementation of green housekeeping management on the questionnaire was a value of 4 or very well implemented. It is proved that the concept of green housekeeping management at The St. Regis Bali Resort has been implemented very well in the daily operations. It aims to preserve the environment, saving energy, and ensure maximum guest satisfaction.

The pre-pandemic role of customer online satisfaction in price determination: evidence from hotel industry

This study examines the importance of online reviews for price determination in the hotel industry in the pre-pandemic period. The research is conducted for Croatian small open economy with a developed tourism sector. The paper fills the gap in existing literature by using multivariate principal component analysis to group various customer satisfaction categories in the hotel industry and assessing the relationship between customer satisfaction and hotel price. The conducted empirical analysis points to a positive statistically significant relationship of guest satisfaction and hotel prices. Moreover, linear regression modelling is conducted separately for four-star and five-star hotels. The estimated impacts are statistically significant and positive, but the effects are twice as strong in five-star hotels then in four-star hotels. The obtained results indicate that hotel star rating impacts the strength of the relationship between hotel prices and guest satisfaction. Recognizing the link between hotel ratings, online reviews and pricing is essential both for hotel managers and customers. Hence, the paper provides valuable conclusions from the aspect of supply and demand side in the hotel industry.

A NETNOGRAPHY EXAMINATION OF TRIPADVISOR REVIEWS: A CASE STUDY OF THE ST REGIS HOTEL KUALA LUMPUR

There has been a growing reliance on consumer generated content as a source of knowledge for hospitality product decision-making. People post their views, ratings, and reviews of products and services on such platforms, and companies and research organizations are interested in analyzing and extracting all of the comments. It is critical for hotels to take advantage of online customer review information in order to better understand their customers and enhance hotel efficiency. However, analyzing guest reviews is challenging as it contains abundance of data. Using The St Regis Kuala Lumpur as a case study, the objective of the paper is to profile the hotel online reviews using a Netnography approach, identify the hotel attributes that guest comment based on the hotel online reviews and examine the guest satisfaction attitude based on the hotel online reviews. A total of 388 reviews from TripAdvisor were collected. The findings revealed that most of the hotel guests who left comments were international tourists, and couples. Many of whom left excellent ratings for the hotel. The findings show there are nine attributes that are frequently mentioned namely, amenities, location, price, service, cleanliness, food and beverages, hotel and room environment. The results also show that guests left both positive and negative reviews in few common categories such as hotel cleanliness, hotel environment and amenities. Among all the attributes mentioned, satisfied guests tended to leave positive comments for things like hotel cleanliness, hotel and room environment, while dissatisfied guests emphasised the amenities or the lack thereof. The findings of this study make several theoretical and managerial inferences with regards to identifying hotel attributes that contribute to guest satisfaction and improves the understanding of what satisfies and dissatisfies guests from the comments left by the guests on TripAdvisor. The paper concludes with limitations and suggests future research.

Job Satisfaction of Hospitality Managers of the Department of Tourism Accredited Hotels in Baguio City Philippines

Job satisfaction among managers in the hospitality industry has a direct correlation to the ability of the hotels to increase guest satisfaction and improve services. This study aimed to determine the level of job satisfaction of hospitality managers among accredited hotels according to the star classification, their level of management, assigned departments and personal factors. By determining the level of satisfaction of managers according to the identified factors, management and owners of hospitality businesses would be able to focus on sustaining the perceived essential factors and will increase the manager's level of performance. A descriptive survey was used to gather the result of the study involving 91 managers of 4-Star and 3-Star hotels. The findings showed that the managers of the Department of Tourism accredited hotels in Baguio City are very satisfied with their jobs. Managers of 3-Star hotels are very satisfied while those who are in 4-Star hotels are satisfied. Middle managers are satisfied with their jobs, while the top and lower-level managers are very satisfied with their jobs. Managers in the front offices have a higher level of satisfaction than the support departments. The varying levels of job satisfaction among managers are dictated by several factors other than the job. In the personal factors, Millennial managers are satisfied while the Baby Boomers and Generation X are very satisfied. In ranking the most dominant factor that affects the level of satisfaction of hospitality managers, salaries and wages, promotion chances, and company policies emerged as the top three factors.