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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.

Abstract. The spread of digital technologies offers great potential for both the creative industries in general and for the tourism industry. The overall goal of this research is to evaluate the impact of mobile technology in augmenting and streamlining the tourist experience. To this end, we integrate two existing methodologies, the Kano Model (KM) and the Analytic Hierarchy Process (AHP), which allow categorization and ordering of service attributes according to how they are perceived by customers, and we estimate their impact on customer satisfaction. Our analysis is based on qualitative data collected through questionnaires administered to a panel of Italian tourists visiting the cities of Palermo and Rome, over a period of 3 months (March-May 2014). As results in evaluating the impact of mobile technology we propose the Smart Tourist App (STAPP) which is a mobile travel assistant that integrates the functionalities of a traditional city card with the specificities of mobile devices.