“Seriously, Australia, why are you so stingy with Wi-Fi?”: customer satisfaction with Wi-Fi speed in Australian hotels and lessons for public Wi-Fi provision

Abstract

Purpose This paper aims to analyse whether the speed of Wi-Fi in hotels influences customer satisfaction with hotels and the implications of this for the provision of Wi-Fi by commercial and governmental bodies seeking to boost tourism. Design/methodology/approach Regression analysis on data from Australian hotels (191 entries) and 111 responses to a national survey of local government authorities on public Wi-Fi (PWF) provision were combined with a literature review and content analysis of online reviews by hotel customers. Findings If Wi-Fi quality rises by 1%, customer satisfaction with the hotel increases by 0.376/100 units. In the areas where hotel Wi-Fi is of better quality, PWF provided by the local government is also of better quality; the reverse statement is also true. Practical implications Tourists value continuous access to Wi-Fi, whether provided by commercial or public bodies. It is imperative for hotels and local governments seeking to boost tourist activity to invest in quality Wi-Fi networks. However, to assist this, national policies should address spatial disparities in broadband infrastructure revealed in the study. Originality/value This study looks beyond a conventional distinction between the private and public provision of Wi-Fi to examine the shared interests of industry and government in this essential component of tourist infrastructure. The study is unique in the English-speaking literature for its focus on the link between the quality of Wi-Fi provision and customer satisfaction, with original results and discussion providing a rationale for investing in quality Wi-Fi networks.