What Do Mature Travelers Perceive as Important Hotel/Motel Customer Services?

Wuest, Beth; Tas, Richard F.; Emenheiser, Daniel A.

doi:10.1177/109634809602000206

Cited by 81 publications

(52 citation statements)

References 10 publications

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“…More specifically, results revealed the RV Association's campgrounds were doing a good job concerning these attributes and should keep up the good work. Findings from this study were similar to numerous studies (Fjelstul, Wang, and Li, 2012;Rigall and Fluvia, 2011;Van Heerden, 2011;Lockyear, 2005;Choi and Chu, 2001;Wuest, Tas, and Emenheiser, 1996) where cleanliness, location, and security correlated with guest satisfaction. Findings from the current study were also consistent with the literature (Bilgiham, Cobanoglu, and Miller, 2010;Beldona and Cobanoglu, 2007) with technology rated as an important attribute at RV campgrounds.…”

Section: Discussionsupporting

confidence: 89%

“…To begin, amenities define a hotel/resort and are often the competitive tool that differentiates properties (Kandampully, Mok, and Sparks, 2001). Wuest, Tas, and Emenheiser (1996) correlated the following amenities to satisfaction; cleanliness, location, room rate, guest rooms, service quality, security, employee attitudes, and reputation/brand name of the hotel or chain (p. 123). Lockyear (2005) also reported cleanliness as the most important attribute to guest satisfaction in lodging.…”

Section: Satisfactionmentioning

confidence: 99%

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Evaluating RV Campground Attributes Using IPA Analysis

Severt¹,

Fjelstul²

2015

Journal of Tourism Insights

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Section: Discussionsupporting

confidence: 89%

Section: Satisfactionmentioning

confidence: 99%

Evaluating RV Campground Attributes Using IPA Analysis

Severt¹,

Fjelstul²

2015

Journal of Tourism Insights

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“…Wuest et al (1996) defined the perception of hotel attributes as the degree to which guests may find various services and facilities critical to their stay in the hotel. According to Barsky and Nash (2006), as a result of a survey carried out between 2002 and 2005 in the main hotel chains worldwide, the importance of loyalty programmes for guest's decision on where to stay increased from 32% to 34%.…”

Section: Literature Overviewmentioning

confidence: 99%

The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels

Dominici

Palumbo

2013

IJLTM

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Abstract:Starting from the assessment that hotels need to embrace a managerial approach oriented towards customer satisfaction, we adopt the Kano model to identify the relevant drivers of satisfaction of hotels guest in the main cities of Sicily, Italy. This study analyses the customer satisfaction requirements for Sicilian hotels in order to suggest and weigh a set of key attributes that hotel managers need to consider in order to create an attractive offer. We base our analysis on the qualitative data collected through 600 questionnaires submitted to hotel guests of 20 Sicilian three-star hotels located in city downtowns, in different provinces and locations.

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“…For example, Wuest et al (1996) applied the SERVQUAL model in the hotel industry in United States to evaluate the importance of services provided. The authors reported that five dimensions found to be relevant and appropriate.…”

Section: Perceived Service Qualitymentioning

confidence: 99%

Customer Satisfaction with Luxury Hotel in Bangkok: The Influence of Housekeeping Services Quality

Kawachart¹,

Panichpathom²,

Sriboonjit³

et al. 2013

Proceedings of the 20th Annual European Real Estate Society Conference - Vienna, Austria

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Last but not least, I would like to thank my beloved parents Temdoung Pakornrakpan and Arayah Kawachart, for giving birth to me at the first place and supporting me spiritually throughout my life. Structured Abstract:Purpose -The purpose of this study is to examine the service quality, to represent what factors of housekeeping-service quality make the greatest contribution to customer satisfaction in housekeeping services of luxury hotels in Bangkok. The items of these four dimensions were adapted and reworded based on the LQI model for investigating the specific context. Design/methodology/approach -Data are collected from 200 Thai and foreign respondents who stayed in the luxury hotel located at CBD of Bangkok within six months. The housekeeping-service quality was measured using four LQI dimensions of Tangibility, Reliability, Responsiveness and Communication as a predictor toward customer satisfaction. Hypothesizing these four dimensions has direct effect on the customer satisfaction in housekeeping services. Data are examined by using exploratory factor analysis and multiple regression analysis.Findings -The resulted indicated that two out of four original constructs had direct effects on customer satisfaction. However, this study found two new constructs, which are Understanding and Competency that had direct effect on customer satisfaction. The final model consisted of four constructs, namely Reliability, Responsiveness, Understanding, and Competency which had an influence on customer satisfaction directly. The final model has relatively good explanatory power with R² = 40.6%. The Competency was the most significant in the final model.Implications -The hotel managers of luxury class hotels should recognize the important of "Competency" and "Understanding" in performing the housekeeping services in order to enhance customer satisfaction by training the housekeeping to work efficiently and have friendly manner and effort to anticipating customer's need.Originality/value -This study particularly identified the important factors of housekeeping-services quality, which helped the hotelier to improve the housekeeping services in the right point, thus this helps minimizing cost and time investment. This paper is one of rare study that attentively focused on the context of housekeeping services that has not been developed or operationalized. Type footer information hereType header information here Keywords: Housekeeping, Hotel Service Quality, Lodging Quality Index, Customer satisfaction, Luxury Hotel, LQI AbstractPurpose -The purpose of this study is to examine the service quality, to represent what factors of housekeeping-service quality make the greatest contribution to customer satisfaction in housekeeping services of luxury hotels in Bangkok. The items of these four dimensions were adapted and reworded based on the LQI model for investigating the specific context.Design/methodology/approach -Data are collected from 200 Thai and foreign respondents who stayed in the luxury hotel located at CBD of Bangkok wit...

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What Do Mature Travelers Perceive as Important Hotel/Motel Customer Services?

Cited by 81 publications

References 10 publications

Evaluating RV Campground Attributes Using IPA Analysis

Evaluating RV Campground Attributes Using IPA Analysis

The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels

Customer Satisfaction with Luxury Hotel in Bangkok: The Influence of Housekeeping Services Quality

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