The Impact of Technology Amenities on Hotel Guest Overall Satisfaction

Çobanoğlu, Cihan; Berezina, Katerina; Kasavana, Michael L.; Erdem, Mehmet

doi:10.1080/1528008x.2011.541842

Cited by 68 publications

(76 citation statements)

References 13 publications

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“…An independent t-test was conducted which revealed no significant difference between the two groups, i.e., early responses and late responses. Based on this, it was concluded that the sample did not suffer from non-response bias (Cobanoglu et al, 2011).…”

Section: Discussionmentioning

confidence: 97%

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

Ali

Dey

Filieri

2015

International Journal of Quality &Amp; Reliability Management

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to assess foreigners and overseas Pakistanis' evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction. Design/methodology/approach -A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling. Findings -The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image. Research limitations/implications -This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised. Practical implications -The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction. Originality/value -This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers' satisfaction and encourage the development of long-term relationships with their customers.

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Section: Discussionmentioning

confidence: 97%

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

Ali

Dey

Filieri

2015

International Journal of Quality &Amp; Reliability Management

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“…Jung et al (2014) conducted a survey of lodging operators and found that 62.5% of them reported 'successfully' or 'very successfully' enhancing customer experiences using in-room technology over the previous three years. Cobanoglu et al (2011) concluded that the five highest rated technologies are in-room telephones, express check-in/check-out, in-room alarm clocks, easily accessible electronic outlets and in-room high speed Internet access (HSIA). In contrast, guests are the least satisfied with in-room universal battery chargers, videoconferencing capabilities, in-room fitness systems, in-room personal computers and in-room game systems (e.g.…”

Section: Technology In the Hospitality Industrymentioning

confidence: 99%

High tech meets high touch in upscale hotels

Brochado

Rita

Margarido

2016

JHTT

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Purpose: This paper presents an analysis of the impact of current technologies on customer experiences in upscale hotels and assesses the potential of the latest technologies for enhancing their stay.Design/methodology/approach: A two-step approach was applied in this study. The qualitative phase included an examination of upscale hotel websites, interviews with hotel managers and an Internet search regarding the latest technological innovations in hotels. In the quantitative stage, a questionnaire was developed for hotel guests, generating a sample of 310 valid completed questionnaires. Findings:The results reveal that hotel guests value digital involvement in their hotel experience. Moreover, business travellers and younger generations give greater importance to the latest technologies. Research limitations/implications:Hotel managers need to be aware that installing specific new technologies can significantly enhance guest experiences. Originality/value:This study analyses the most innovative technologies, providing guidance for hoteliers wishing to upgrade or implement new technologies. Based on the findings, hoteliers can achieve greater differentiation by offering the most important and latest technology to guests, enhancing their experience and attracting new customers, which can potentially lead to increased revenues. This study's results are also important because they include the perceptions of both managers and customers.

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“…Friendliness, empathy, knowledge and readiness of the staff Ananth et al (1992); Atkinson (1988); Cadotte and Turgeon (1988); Chaves et al (2012); Knutson (1988); LeBlanc and Nguyen (1996); Rivers et al (1991); Saleh and Ryan (1992) Value for money Atkinson (1988); Choi and Chu (2001) Exterior design / interior decoration Saleh and Ryan (1992) The importance of wi-fi has been mentioned in more recent publications, being something that consumers appreciate and take into consideration in their accommodation choice. In addition, the use of technology by hotels is considered important, having an impact both on consumer choice and satisfaction (Beldona and Cobanoglu, 2007;Cobanoglu et al, 2011). Beldona and Cobanoglu (2007) argue that the hotel industry is usually slow in adopting new technologies, perhaps because it does not perceive its importance in hotel performance.…”

Section: Attributes Studiesmentioning

confidence: 99%

Future Trends in the Hospitality Industry: An Analysis From the Consumers’ Point of View

Breda¹,

Pacheco²,

Dinis³

2019

Tourism in Southern and Eastern Europe

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Purpose -The tourism sector is influenced by many factors, which affect not only the tourism economy but also induce changes in tourists, transforming their behaviour. Hotel establishments, part of the tourism system, operate in an environment which suffers influences and is highly competitive. Due to this, it is important to have strategic planning that allows anticipating changes or threats, namely paying attention to consumers' needs and expectations. The goal of this study is to analyze consumer behaviour regarding Portuguese hotel establishments, identifying trends that are influencing the sector, from the demand perspective. Methodology -An online questionnaire was applied to guests of hotel establishments, with 305 valid answers. The questionnaire was developed in line with the decision-making process, by identifying the motivation, planning process, reservation, satisfaction, recommendation, and perspectives on the future of the hospitality industry. It also includes questions to draw the sociodemographic profile of the consumer. Univariate, bivariate and multivariate analysis of the collected data was performed through the SPSS software. Findings -Results suggest that the Internet is relevant for tourists to plan and book their stay, and the most significant attributes for their decision-making are service quality, price, and location. It was further concluded that technology and personalization are the areas that create more expectations in the consumers concerning the future of hotel establishments. Considering the characteristics of the new generations, namely the millennials, who have higher technology requirements, hotel managers should consider a greater integration of technology in their establishments in order to increase the quality of the guest experience and, consequently, their satisfaction. In addition, it is recommended that hotel establishments not only sell rooms but an experience, which should be more personalized and integrated with the local community. Contribution -The empirical study allowed obtaining a broad view on how consumers behave in the pre and post experience, as well as to know the attributes that they consider important for the choice of accommodation, and their satisfaction. This analysis allows managers to deepen their knowledge about their clients, better understanding how they plan and book their stay, as well as identifying the strengths and weaknesses of the accommodation, useful for understanding where they should allocate or withdraw resources.

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The Impact of Technology Amenities on Hotel Guest Overall Satisfaction

Cited by 68 publications

References 13 publications

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

High tech meets high touch in upscale hotels

Future Trends in the Hospitality Industry: An Analysis From the Consumers’ Point of View

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