“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… Show more
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