This paper is focused on hotelcustomers' internal and external satisfaction. Some previous studies had only focused on the customers' external satisfaction and only a few studies had managed to link between the two variables. The study also looked into factors which may act as internal variables such as the employer-employee relationship, employee relationship as well as employee- customer relationship. As for the external variables, these may involve looking into other aspects of satisfaction, such as customer satisfaction towards the service and facilities provided by the hotel. The main focus of the study was to view the relationship between the customers' intrinsic satisfaction with the customers' external satisfaction and the factors which may influence the customers. The data had been randomly gathered from 120 samples by questionnaire distribution among hotel guests and employees in Kuala Lumpur, Port Dickson, Penang, Trengganu and Kota Kinabalu. Overall, this study had managed to uncover the factors which influenced customers' internal and external satisfaction and also discovered possible relationship between the two types of satisfaction.
The reasons for choosing hotels in a number of locations is that hotel locations appear to play a significant role in enhancing opportunities for sexual harassment by hotelcustomers, as suggested by Thai tourism industry experts (i.e. hotel executives). In addition, the criteria for selecting hotels include convenience sampling, time and money, and the opportunity to obtain rich qualitative data on sexual harassment by customers in Thai hotels (especially those located in Bangkok, Pattaya, Sriracha, Cha Am, and Khon Kaen which are more associated with sex tourism). Pattaya, Sriracha, and Cha Am are considered major tourist destinations close to Bangkok. Both the questionnaire survey and individual interviews were drawn from these areas. For hotels in Phuket, Samui, and Pattani, which are more than 700 kilometres from Bangkok, only survey data was collected. Data collected from hotels in Pattani and Khon Kaen, which are not considered major tourism destinations, was used to provide an overall picture of sexual harassment incidents in Thailand. Cho (2002) notes that “... data from this convenience sample can convey a much better feeling of realism since this group has clear relevance to the topic under study” (p. 21).
H2: Quality of experience has a positive and meaningful effect on brand loyalty.
3.3. Quality of experience mediates the relationship between service performance and brand loyalty
According to the results of researchers in the service organizations, the quality of services is of the most active, factor in the enhanced satisfaction level of customers, and subsequently, customer loyalty. In the recent years, different economic agents, from the small new-established firms through multinational ones, have distinguished the importance of loyalty to customers. They all have well-understood that preserving the present customers brings about more profitability than attracting new customers; as a result, marketing units have given up investing money and time in useless advertising and focused their attention on the client preservation and maintenance techniques (Ranjbaran 2010).
has statistically significant negative effect toward hotel booking intention via smartphone. The result reveal that the most influential factors on hotel booking intention were perceived behavioral control followed by attitude, subjective norm and perceived benefits. Perceived Behavioral Control is the most influential variable on hotel booking intention. This concludes that perceived benefit control impacts the booking intention of respondents who use smartphone to book the hotel in Thailand. The finding exactly aligns with the studies of Faranak, (2015). Hotelcustomers are relied on technology which electronic word of mouth has been perceived as a standout amongst the most persuasive resources of information transmission. The advances of information technology and the emergence of online social networks sites have changed the way information is transmitted. It is very important for hotel investors to clearly understand how these factors affect consumption behavior of people today. The analysis of mean difference between females and males can conclude that both genders have significance on hotel booking intention via smartphone.
Customer satisfaction is one of the most important factors to lead the organization to be a successful business especially for hotel and tourism industry. However, customer satisfaction is almost impossible to create easily by the staff themselves. They need to have an effective instrument and competent trainer to fulfill the gap and create more working abilities. One of the best ways to fulfill this purpose is “Training Program” which is mostly offered by employers whether it might be internal training by the training department of the company or outsource from professional training organization. As employers have recognized the potential impact of training schemes to increase organizational productivity, this had led an expansion of competence development programs (Managing for training quality Journal). This project aimed to describe how training program will be able to extend the staff efficiency and elevate their work ability to generate more customer satisfaction in the hotel industry. The present research work has focused on Housekeeping and Security departments. The project will start from Planning Consideration, Training Implementation, Evaluation Process, Result of process and lastly the counseling. The English Language training program is used to be a major part of training topic which covers the contents of General English Conversation for daily life that participants could be able to utilize to the hotelcustomers and also more consistent matter of specific vocabulary and topics for Housekeeping and Security Department. Several kinds of training methods were applied such as Pre-test, Lecture, Class room, Simulation, Role play and also Post-test by the end of the training period. Totally of 30 hours for housekeeping training and 15 hours for security department were the duration of this project and it preceded during their working day at the hotel.
Murphy’s (2004) study analyzed previous research investigating information technology themes in the hospitality and tourism area. The study reviewed previous papers published in a dozen hospitality and tourism journals. Their research showed previous research considering information technology in the hospitality industry focused on three areas: the effect of the internet on distribution, the effect of the internet on pricing, and the effect of the internet on customer-organization interactions. They concluded it was important for hoteliers to reconsider their selected distribution; and suggested a good strategy when choosing a proper distribution required knowing what to include in the channels. They also addressed customer ownership as a key point to a good strategy. In terms of pricing, O’Connor (2003) examined the behavior of chain hotel brands by revealing customers often sought multiple channels for the lowest price. It was revealed by O’Connor (2003) that hotel companies were more likely to choose multiple distribution channels and apply different prices for different channels. In conclusion, O’Connor indicated hotel companies did an overall poor job managing their distribution channels, therefore, it was necessary for hotel companies to implement better pricing policies to boost customers’ intentions to make reservations via brand websites. Lastly, in terms of the relationship between hotelcustomers and information technology, O’Connor and Murphy (2004) summarized the findings of previous research, and concluded information searching was one of the first stages in a customer’s decision-making process. Several previous studies examined the effects information technology had on hospitality customers’ decision-making behaviors.
acknowledged in order to establish the boundaries of this study rather than negate the results. Firstly, using surveys as the method of data collection may raise the issue of measurement error. Such measurement error not only can emerge from the scales used to measure the constructs (Aaker et al., 2007; McDaniel & Gates, 2005), but also from respondent inability to accurately report past experience with the hotel brands previously used. Secondly, as the research data of this study were collected via central location intercept, this may result in the narrow distribution of the survey and the difficulty in getting a completely representative sample (McDaniel & Gates, 2005). To address this potential limitation, the data were collected on multiple locations at various times of the day, thereby reducing the issue of narrow distribution. However, as the research was conducted in an urban area, applying the research findings to non- urban areas may be problematic. In addition, in order to measure the quality of the customer’s experience with the company as a key construct of Berry’s (2000) Service- Branding Model, the sample of this study consisted only of hotelcustomers who had direct experience with the hotel brands. It is suggested that careful consideration may be required when generalising the results to customers who have had no experience with a hotel brand.
Kimes and Wirtz (2002) studied customers’ fairness perception of six revenue management practices in the golf industry. However, this study is context-specific and does not consider the implication of customers’ perceptions in terms of behavioural intentions. Moreover, McMahon-Beattie et al. (2002) employed a case study approach to evaluate the impact of variable pricing on the buyer-seller relationship focusing mainly on relationship trust. In addition, Choi and Mattila (2005) conducted a scenario-based survey to investigate the impact that information provided by hotels has on customers’ perception of fairness. In another scenario-based study, Choi and Mattila (2006) compared the perception of pricing fairness between customers in the US and Korea. This study was narrowed to only two cultural groups thus, restricting the findings’ generalisability. The results of all these studies significantly differ and further research is needed in order to gain sound knowledge of the impact of RM strategies and practices on customers’ behavioural intentions. Indeed, Wirtz et al. (2003:217) state that “customers seem to have been forgotten in this stream of research.” The review of previous research revealed that related research into customers’ perceptions of price and behavioural intentions towards RM is inadequate and incomplete. In addition, the research designs tend to rely on scenario-based surveys and experiments and data is collected from undergraduate students. These studies fail to address the realistic challenges and dynamism of real service environments, the conditions of higher involvement, and the behaviours and reactions of real hotelcustomers.
The Hotel System offered by Apice includes a dedicated supervisor software recently entirely redesigned to offer the end user all the features he needs. However, this is not a closed package but allows for multiple cu- stomizations, integrating other devices needed to access control management, anti-intrusion system, general supervision, billing, etc...necessary for the management of rooms and guests.
Este artigo discorre sobre gestão hoteleira, mais especificamente na administração da ocupação. A região escolhida para este trabalho foi a capital paulista. Baseando-se em conceitos fundamentais da hotelaria e sua visão no Brasil, para apoiar este tema foi destacado como caso de estudo o Hotel Staybridge. Buscou estudar ferramentas utilizadas no meio hoteleiro e suas contribuições na gestão deste setor, com destaque a Revenue Management. Por fim, o artigo fez uma conexão das ferramentas com a estratégia diante da baixa ocupação. Os resultados mostram que os fatores econômicos têm impacto direto sobre a ocupação relacionada à ocupação dos hóspedes, de modo que o gerenciamento pelo uso da técnica da Gerência de Receita não é bem sucedido sozinho; só funciona com as outras ferramentas e práticas de estratégias apresentadas.
Our Hotel Properties Team consists of special- ised professionals. The team focuses primarily on lending to first-class hotels in prime loca- tions as well as portfolio transactions across Europe, North America, Asia and selected resort destinations, managed by internationally re- nowned operators.
8 The Center for Real Estate and Finance • Cornell University Walter I. Boudry, Ph.D., is an assistant professor of real estate in the School of Hotel Administration. Prior to joining the School of Hotel Administration, he taught both undergraduate and graduate real estate courses at the University of North Carolina at Chapel Hill’s Kenan-Flagler Business School and New York University’s Leonard N. Stern School of Business. His research interests include real estate and general finance. His most recent works have focused on Real Estate Investment Trusts (REITs) and have examined their repurchase decisions, dividend payout policy, security issuance decisions and price dynamics. A regular presenter and discussant at the annual AREUEA meetings, his papers have been published in Real Estate Economics, Journal of Real Estate Finance and Economics, Journal of Corporate Finance, and Journal of Business Finance and Accounting.
Touch points are defined as those occasions or situations where customers or potential customers connect with your company or brand. The shared experience of that connection – positive or negative – determines the future status of that customer. It better be a positive experience, because customers have long memories. It is only through multiple positive shared experiences that a customer will develop an emotional attachment to your brand. As one marketer puts it: ―falling in love is easy, staying in love requires work‖.
An industry that provides lodging, usually meals and other services that may be containing a public bar to the travelers or to the paying guests (The American Heritage, 2009). According to the British law the Hotel is defined as that commercial place that provides food and shelter to the “bonafied” traveler. In Pakistan the hotel industry is present since 1947, and as plays an important role to contribute a large percentage in the economy of Pakistan and this industry also has a large contribution in the revenue sector of Pakistan. According to Pakistan Hotels Association, during the year 2005-06 the hotel industry of Pakistan showed 9.7% growth rate in hotel and 9.5% in rooms. And during the last 5 years the 5% is the average rate of growth of the establishment of hotels and 3.5% in rooms.At the moment there are many hotels in Pakistan of 4 stars and 5 starsplays a major role in hospitality operations: Pearl Continental, Avari Towers, Ambassador Hotel, Marriot, Sheraton Hotel, Serena Hotel and Carlton Hotel.
The hotel business is rapidly developing due to growing demand for such services as well as the growing opportunities for travel. As a result, hotels face demanding customers, since the requirements for quality grow with an increased use of hotels’ services, in order to increase the competitive ability of a hotel, the issue of customer loyalty is also important. The aim of this article is to assess the impact of the quality of hotel services on the loyalty of customers. In the article the original created methodology SERQUALOYL is presented, where two methodologies were adapted: SERQUAL methodology used in the research of service quality, and the methodology for the determination of customer’s loyalty level stage, applied in loyalty research. The results of research have revealed that the conformity of expected quality with the quality experienced has a significant influence on the customer’s loyalty. The hotels, in order to increase the competitive ability and to obtain a higher number of loyal customers, should firstly make the expectations of customers coincide with the offered service quality.
This paper describes the implementation of the Hotel Scribe system. A commercial Natu- ral Language Generation (NLG) system which generates descriptions of hotels from accom- modation metadata with a high level of con- tent and linguistic variation in English. It has been deployed live by trivago for the purpose of improving coverage of accommodation de- scriptions and for Search Engine Optimisation (SEO). In this paper, we describe the motiva- tion for building this system, the challenges faced when dealing with limited metadata, and the implementation used to generate the highly variate accommodation descriptions. Addi- tionally, we evaluate the uniqueness of the texts generated by our system against compara- ble human written accommodation description texts.
> complete, without neglecting any detail that is significant in terms of cus- tomers’ decisions;
> available on corporate websites.
The commitment to transparent communication also takes the form of making available to customers various channels and instruments to manage issues relat- ing to their supply contract. In Italy and Romania, for example, through the “My- Enel” website, it is possible to undertake various operations, such as requesting changes to contracts or paying bills in installments, checking the details of bills and their status, communicating self-meter readings, making payments with a credit card and viewing the progress of cases. Numerous services can be accessed through an app for smartphones and tablets.
by the round ceiling ... it makes the entire room seem round, even thought it is perfectly square. You have nearly completed your tour through the original, traditional-styled hotel. All that remains is to saunter down the ramp ahead which links the “original” and the “contemporary” wings of the hotel. The � portraits on your right are of
1 Process for a Hotel to Become Green-Star Hotel-Certified Introduction
The Green Star Hotel (GSH) Certificate for tourist accommodation businesses is awarded to tourist accommodations in Egypt for their commitment in the field of environmentally friendly management and social responsibility. It is a national certification and capacity-building programme under the patronage of the Egyptian Ministry of Tourism. It has been developed as a public-private project between the key stakeholders from the German and Egyptian tourism market, the Egyptian tourism authorities and the German International Cooperation to enhance the quality and environmental awareness and raise the competitiveness and the sustainability performance of the Egyptian tourist accommodation industry. Since 2013, the GSH Standard is one of the officially recognized standards by the Global Sustainable Tourism Council ( http://www.gstcouncil.org/sustainable-tourism-gstc- criteria/gstc-recognized-standards.html ).