Measurement and evaluation the impact of perceived healthcare service quality on guest loyalty during COVID-19

Purpose The aim of the study is to investigate the effects of perceived healthcare service quality (human aspects, technical aspects and tangible aspects) on satisfaction and guest loyalty in the hotel industry in the COVID-19 pandemic era. Design/methodology/approach A total of 130 guests in the hotel were selected purposively in Iraq. Data from self-administered questionnaires were analyzed through the VB-SEM statistical technique using Smart-PLS software towards testing the hypotheses. Findings The findings indicated that perceived service quality influences satisfaction and guest loyalty of guests in the hotel. This study reveals that human aspects, technical aspects and tangible aspects directly positively affect satisfaction and guest loyalty in the hotel industry. Originality/value This study highlights that perceived service quality (human aspects, technical aspects and tangible aspects) are vital and practical strategic tools that could be positioned to accelerate guest loyalty in the hotel industry. Furthermore, satisfaction mediates the relationship between human aspects, technical aspects, tangible aspects and guest loyalty.

Measuring Satisfaction and Loyalty of Guests Based on Vietnamese Hotel Online Reviews

Measuring customer satisfaction is a key task for hotels today. Analyzing online reviews of experienced guests will help the managers to know if guests are satisfied or dissatisfied with the service that they provided. Hence, they have solutions to improve service quality. This study presents a method to measure guest satisfaction based on sentiment lexicon that is developed for hospitality domain to increase the accuracy of the analysis results. Actual data is downloaded from TripAdvisor with 35 four-star to five-star hotels of five cities in Vietnam to analyze guest satisfaction that shows that nearly 80% of customers are satisfied with the quality of Vietnamese hotels. Based on data analysis, the study also evaluating guest loyalty through phrases like “came here several,” “come back,” “recommend,” etc. This rate corresponds to the number that was reported by the Vietnam National Administration of Tourism.

THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT COMPONENT ON GUEST LOYALTY TOWARD STARRED HOTEL IN YOGYAKARTA

Purpose: This study aims to identify the overview of customer relationship management, analyze the level of hotel guest loyalty, and analyze the effect of customer relationship management consisting of services for the long term, individual service programs and partner relationships to the loyalty of hotel residents both simultaneously and partially. Research methods: This research was conducted in a descriptive and verification manner, while the research method used was a descriptive survey and explanatory survey methods, using samples through probability sampling techniques. Data collection used was interviews using a questionnaire accompanied by observation techniques. Data collection in the field was carried out in 2019. Data analysis used Path Analysis. Results and discussions: The results of this study indicate that; indicators of customer relationship management, and customer loyalty in four-star hotels in Yogyakarta City are generally rated well by customers, which means that four-star hotels in the City of Yogyakarta can raise good customer relationships and can provide high value and loyalty to their customer. Conclusion: Customer relationship management both simultaneously and partially affects the loyalty of four-star hotel customers in the city of Yogyakarta.

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

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.

Peer-to-peer accommodation services in the sharing economy

Purpose This study aims to focus on peer-to-peer accommodation services in the sharing economy. Adopting construal level theory as the theoretical foundation, this study investigates the main and interaction effects of social and spatial distances on guest loyalty toward peer-to-peer accommodation. Design/methodology/approach This study uses a secondary source of online observational data archived on Xiaozhu, a leading peer-to-peer accommodation sharing platform in China. It consists of 2,612 observations of 1,304 unique travelers who stayed at 559 listings managed by 281 hosts in four major metropolitan areas of China over four years from August 2012 to August 2016. Non-linear binary choice panel models of probability regressions were used to estimate the effects of psychological distances (social and spatial) between hosts and guests on the likelihood of repeat purchase. The software used for the econometric analyses is STATA 14. Findings The results indicate that social distance negatively affects guest loyalty toward the listing hosts, while spatial distance has a positive influence on guest loyalty. The results also show significant interactions between the two psychological distance dimensions in influencing loyalty. The findings provide important insight into the influences of psychological distances on travelers’ repeat purchase behavior toward peer-to-peer accommodation providers. Originality/value This study contributes to the literature by providing empirical evidence that supports the importance of psychological distances in forming a loyal relationship between hosts and guests in the peer-to-peer accommodation sector of the sharing economy.

Does Climate Change Influence Guest Loyalty at Alpine Winter Destinations?

: Research has dealt extensively with different aspects of climate change and winter tourism such as the impact on ski resorts and ski lift operators, adaptation strategies, governance at destinations and reactions of winter sports guests to changing snow conditions. This paper goes deeper into the question of destination choice and examines the role of climate change among the many factors affecting guest loyalty at Alpine winter destinations. The study uses an established destination choice model with choice sets, destination image and dynamic feedback loop. A qualitative online forum identifies factors influencing winter destination choice, followed by a quantitative survey which compares Alpine winter holidaymakers categorised as “loyal”, “disloyal” and “undecided”. The results demonstrate that climate change clearly influences destination choice, but snow sports are not the only affected attractors. Enjoyment of the natural environment and value for money are just as high on the list of guest motivators. This indicates that climate change adaptation measures such as snowmaking can be counterproductive to guest loyalty because they spoil the natural scenery and raise prices. The paper concludes with a recommendation for winter destinations to prioritize conservation of the natural environment and integrate more environmental protection measures into their management strategies.