Gender Differences Among Hotel Guest Towards Dissatisfaction with Hotel Services in Kuala Lumpur

Salleh, Mohammad Zaim Mohd; Said, Aini Mat; Bakar, Elistina Abu; Ali, Ainunnazlee Mohd; Zakaria, Ibhrahim

doi:10.1016/s2212-5671(16)30088-0

Cited by 7 publications

(5 citation statements)

References 22 publications

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“…Such a finding is robust, since it survives across different specifications of the analysis, including sample selection correction. The results are in line with those of few previous empirical studies, namely the notion that female tourists in leisure experiences are likely to be more satisfied than males (Rubenstein, 1980;Ryan, 1995;Musa, 2002;Salleh et al, 2016). High satisfaction indicates that those natural attractions will play a role in the development of this emerging destination, namely due to recommendation to others and repetition of the visit or experience such as suggested in the literature (Hueng & Chu, 2000;Kosak & Beaman, 2006;Oppermann, 2000;Ozdemir, Aksu, Ehtiyar, Çizel, Çizel, & Içigen, 2012;Santos, Vieira, & Sarmento, 2013;Remoaldo et al, 2017).…”

Section: Conclusion Discussion and Future Work Directionssupporting

confidence: 91%

“…Rubenstein (1980) and Ryan (1995) also reported that females are more likely to feel more satisfied with tourist experiences than males. Based on a sample of guests who have encountered any dissatisfaction with the hotel where they stayed, Salleh, Said, Bakar, Ali, & Zakaria (2016) found that males report greater dissatisfaction than females. Therefore, as far as touristic experiences are concerned, the limited existing empirical evidence leads to the idea that women are likely to be more satisfied than men.…”

Section: Gender and Customer Satisfaction In Tourismmentioning

confidence: 99%

See 1 more Smart Citation

Género e Satisfação do Turista: O Caso dos Banhistas nos Açores

Vieira

Silva

Teixeira

2022

Rev. Port. de Estud. Reg.

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Está bem estabelecido que a satisfação aumenta a fidelidade do turista e, consequentemente, a compreensão dos determinantes da satisfação do turista tem recebido grande atenção na literatura. Embora as diferenças de gênero tenham sido amplamente examinadas na literatura de marketing e comportamento do consumidor, o estudo de sua contribuição para a satisfação no turismo ainda é muito limitado. Este artigo pretende preencher essa lacuna. Além disso, contribui metodologicamente para a análise dos determinantes da satisfação no turismo ao abordar o problema de seleção da amostra. Para o efeito, examinamos a existência de diferenças de género na satisfação dos visitantes com as praias e outras zonas balneares costeiras dos Açores. Os resultados indicam que a satisfação é alta, mas que as mulheres estão mais satisfeitas do que os homens. Tal resultado é robusto, uma vez que sobrevive em diferentes especificações da análise empírica, incluindo uma correção para o enviesamento de seleção da amostra, que é uma questão crítica que tem sido sistematicamente negligenciada nos estudos de satisfação do turista. Os resultados são relevantes para investigadores, profissionais de desenvolvimento de destinos e outros agentes turísticos nos Açores.

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Section: Conclusion Discussion and Future Work Directionssupporting

confidence: 91%

Section: Gender and Customer Satisfaction In Tourismmentioning

confidence: 99%

Género e Satisfação do Turista: O Caso dos Banhistas nos Açores

Vieira

Silva

Teixeira

2022

Rev. Port. de Estud. Reg.

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“…The results of One-Way ANOVA test showed that, there is a significant difference among guests in knowledge awareness about complaint back to educational level which F value= 3.885 and it is more than tabuled-F =2.60, P-value= **0.009 (more than 0.1). This result in agreement with Salleha et al (2015) found that people with higher education tend to avoid public complaint behavior.…”

Section: Testing Hypothesessupporting

confidence: 92%

“…Aljasser and Sasidhar (2013) investigated the influence of gender, age, social status, and educational level on seven general customer complaint factors (lack of product knowledge, bad service, uncleanliness, employees' rudeness, incorrect billing, inattention, and unwillingness to correct problems), they found out that specific customers have special demands backs to their demographic data. For instance, Salleha et al (2015) noted that older customers tend to take complaint actions more than younger consumers. They also found that customers with higher education tend to avoid complaint behavior.…”

Section: Literature Reviewmentioning

confidence: 99%

The Relationship Between Guests' Knowledge Awareness and Their Behaviors in Submitting Complaints (Applied on a Sample of Five Star Hotels in Sharm El-Sheikh)

Elsaed¹,

Hassan²

2020

International Journal of Heritage, Tourism and Hospitality

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There are many factors that affect guests' complaining behaviors as follows: guests' lack of knowledge about the accessibility of making complaints, perceived justice, and expected costs and efforts of complaining. This study aims to determine the effect of guests' awareness towards these factors on their complaint's behaviors. The study also aims to determine if there is a difference in guests' awareness towards the research variables backs to their demographic characteristics. In order to achieve these objectives, a questionnaire form was developed and directed to a random sample of guests in a five star hotels in Sharm El-Sheikh. A total of 400 questionnaires were distributed among them; only 377 forms (94.25%) were valid. The results indicated that guests have not knowledge enough about the entity they should go when they face a problem or bad service, and they didn't realize that there is justice in hotels towards complaints handling. The respondents usually take a great negative action through speaking to friends and relatives about their bad experience Based upon the findings, some recommendations were suggested and directed to hotel managements. One of the main recommendations was putting guidelines and instructions in clear places inside the hotel which direct guests to how delivering their complaints.

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“…Apart from hotel features, positive emotional responses influence women's purchase and selection decisions (Brownell, 2011). The fact that women guests show greater dissatisfaction than male hotel guests (Salleh et al, 2016) can be attributed to their attention towards social and interpersonal interaction with hotel employees during moments of truth (Iacobucci & Ostrom, 1993). Extraordinary and memorable experiences for women travelers need to be emphasized upon by hotel staff.…”

Section: Expectations Of Women Business Guests From Hotel Accommodationmentioning

confidence: 99%

Expectations of Domestic Women Business Travelers from Hotel Accommodation: A Perspective of Hotel Managers

Kaushik

Hussain

NARULA

et al. 2022

Advances in Hospitality and Tourism Research (AHTR)

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The objective of this paper is to ascertain the perception of hotel managers concerning the expectations of domestic women business travelers (DWBT) through qualitative analysis. This research was performed using synchronous focus group discussions (FGDs) virtually on Microsoft Teams. Participants belonged to the management of 5-star hotels in Delhi and Gurugram (cities in the National Capital Region, India). Transcripts were analyzed thematically using NVivo (Release 1.0) software. The authors have proposed seven core themes associated with female symbols of expectations looked forward to by DWBT from their hotel stay. These are guest room as the expectation of servicescape and design, hotel services as the expectation of comfort, amenities as the expectation of quality and value, hotel security as the expectation of assurance and trust, augmented specials being the expectation of personalization, selection triggers being the expectation of convenience and suitability, and customized meal requirements being the expectation of health and wellbeing. Hospitality marketers may apply strategic planning and decision-making to devise focused communication strategies to accomplish the expectations of this segment. To the best of our knowledge, this research is the first to break new ground to assess findings using synchronous FGDs for understanding the expectations of DWBT from the management perspective.

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Gender Differences Among Hotel Guest Towards Dissatisfaction with Hotel Services in Kuala Lumpur

Cited by 7 publications

References 22 publications

Género e Satisfação do Turista: O Caso dos Banhistas nos Açores

Género e Satisfação do Turista: O Caso dos Banhistas nos Açores

The Relationship Between Guests' Knowledge Awareness and Their Behaviors in Submitting Complaints (Applied on a Sample of Five Star Hotels in Sharm El-Sheikh)

Expectations of Domestic Women Business Travelers from Hotel Accommodation: A Perspective of Hotel Managers

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