Analysis of hotel services by their symmetric and asymmetric effects on overall customer satisfaction: A comparison of market segments

Davras, Özgür; Caber, Meltem

doi:10.1016/j.ijhm.2019.03.003

Cited by 78 publications

(49 citation statements)

References 44 publications

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“…A customer with a positive brand experience tends to have a positive emotional and mental contentment with this brand (Yu and Yuan 2019). Davras and Caber (2019) and Hirata (2019) opined that a customer with a positive experience would be satisfied. Similarly, Gligor et al (2019) stated that brand experience affects customer happiness.…”

Section: The Direct Effect Of Brand Experience On Both Satisfaction and Brand Trustmentioning

confidence: 99%

Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust

et al. 2021

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In Bangladesh, customers are accustomed to electronic home appliances due to family structure, higher income levels, and technological affiliation. The huge customer base, increasing demand, emerging markets, acute competition among the brands, and changing customer behaviour are remarkable; nevertheless customer satisfaction and loyalty are not static, and are somewhat changeable. The lack of extensive research on satisfaction and loyalty in this context is the motivation for this research. This study attempted to inspect the role of customer satisfaction and its predictors on brand loyalty and the role of brand trust in these relationships. The study was conducted in Dhaka, Bangladesh, with 486 respondents. The structured survey questionnaires were selected using the shopping mall-intercept sampling technique, where measurements were adapted from the literature. Elementary analyses were done using SPSS, and hypotheses were tested using PLS-SEM. The findings reveal that customer satisfaction fully mediates the impacts of the product's functional quality, customer perceived value, and customer-brand experience on brand loyalty; and various levels of brand trust signify customer satisfaction and loyalty relationship. The research framework was supported by the stimulus-organismresponse theory, where product quality, customer value, and experience are successful stimuli, and satisfaction and brand trust are strong organisms. Marketing stimuli expose loyalty to the brand through the satisfaction and trust organism. The practising managers might concentrate on satisfaction by developing home appliances to make them loyal to the brand and build customer trust on that brand to strengthen this relationship. The findings signify contextual and methodological contribution.

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Section: The Direct Effect Of Brand Experience On Both Satisfaction and Brand Trustmentioning

confidence: 99%

Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust

et al. 2021

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“…For instance, delighters and satisfiers were mostly found in the attributes of image and attractions, local people, and site environment; dissatisfiers and frustrators were mainly found in the attributes of programs, accessibility, and hotel facilities; and the attributes of sense of achievement were a mixture of delighters, satisfiers and hybrids. Davras and Caber (2019) discovered that "Entertainment Services", "Restaurant Services", "Cleaning of General Areas" and "Foreign Language Knowledge of Staff" were the most critical factors affecting hotel guests' satisfaction. The study also grouped these factors into three types (satisfiers, dissatisfiers if absent, and hybrids) and compared differences among three market segments (Turkish, German and Russian).…”

Section: Satisfaction Studies In Hospitalitymentioning

confidence: 99%

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

Ying

Chan

2020

IJCHM

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Purpose The paper aims to identify the emergent themes of hotel guests’ satisfaction, to compare the distribution of the attributes of the themes between Chinese and North American guests and to compare the importance of the themes for different satisfaction levels between Chinese and North American guests from a cross-cultural perspective. Design/methodology/approach By adopting Python (a computer language), the word-frequency method was used to identify emergent themes of hotel guests’ satisfaction. Topic modeling was adopted to compare the attributes distribution of each theme and the features of satisfaction between Chinese and North American guests. Findings First, three themes were identified including functionality, staff and price. Functionality can be further categorized into five subthemes, namely, room, travel, food, environment and hotel facility. Second, the distribution of the attributes of the themes between Chinese and North American guests was compared from a cross-cultural perspective. Chinese guests tend to mention both lifestyles- and social norms–related attributes and expect personalized service, while North American guests mainly prefer to describe lifestyle-related attributes and prefer standardized service. Third, the study compared the changing importance of the themes (functionality, staff and price) for different satisfaction levels between Chinese and North American guests. As the satisfaction level decreases, the importance of functionality decreases, that of staff increases and that of price remain stable for Chinese guests. In contrast, the importance of each theme has fluctuated mildly from the high to the low satisfaction level for North American guests. Practical implications Proposed managerial implications are to highlight lifestyle- and social norms-related attributes, as well as personalized service for Chinese guests. However, lifestyle-related attributes and standardized service should be facilitated for North American guests. Specific suggestions were made to help improve hotel performance such as the good performance of functional-related attributes, which could enhance satisfaction and better staff performance, which would reduce dissatisfaction. Originality/value By mining big data, this study investigated hotel guests’ satisfaction from a dynamic instead of a static perspective. This study provides some rare insights into differences in key attributes influencing satisfaction levels of Chinese versus North American guests staying in luxury hotels in China. This study also takes a novel approach to examine the dynamics of the importance of the various themes at different satisfaction levels, and contrast these dynamics between Chinese and North American guests. The findings offer valuable insight into market segmentation and management in the hospitality industry.

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“…The works of the following authors are devoted to security issues in hotel enterprises: Hong-bumm Kim, Dong-Soo Lee, SunnyHam, 2013 [1], Eric S. W. Chan, Doris Lam, 2013 [2], Peter E. Tarlow, 2014 [3], Charles Brossman, 2016 [4]. The issues of providing additional services in hotel enterprises are covered in the works of the following authors: Özgür Davras, Meltem Caber 2019 [5], Asunción Beerli-Palacio, Josefa D. Martín-Santana, Crisanto Román-Montoya 2020 [6], Shan Liu, Baojun Gao, Michael Gallivan, Yeming Gong 2020 [7], Seongsoo Jang, Luiz Moutinho 2019 [8]. The research of trends and features of hotel business development in the world and in Russia is devoted to the works of such authors as: A. O. Nabil, Channouf Asma Al-Zaidi, 2016 [9], Mehmet Ali Köseoglu, Mehmet Altin Eric Chan, Omer Faruk Aladag, 2020 [10], 11) R. M. Torres, J. H. Momsen [11], , Ivanov V., Popov S., Dontsov N., Ekinil G., Oleynikova Ju., Denisenko Ju.…”

Section: Methodsmentioning

confidence: 99%

Innovative aspects of ensuring the environmental safety of hotel enterprises in the Rostov region

et al. 2020

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Analysis of hotel services by their symmetric and asymmetric effects on overall customer satisfaction: A comparison of market segments

Cited by 78 publications

References 44 publications

Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust

Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust

Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis

Innovative aspects of ensuring the environmental safety of hotel enterprises in the Rostov region

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