Effectiveness of Electronic Customer Satisfaction Survey in Luxor and Aswan Hotels

Abstract

Electronic Surveys have become one of the recent technological tools used in the hospitality industry. Online customer satisfaction review is a significant type of electronic surveys utilized by marketing departments in hotel establishments. The research aims at identifying the main advantages, disadvantages, and effectiveness of applying an electronic customer satisfaction survey. Seven 5-star hotels in Luxor and Aswan have been selected as the research sample, representing 58.5% of the total number of 5-star hotels in Luxor and Aswan. A questionnaire has been distributed among 35 employees working in the marketing department of the visited hotels and an interview has been conducted with 21 managers working in related departments in the investigated hotels. Advantages are summarized in the fast and easy access of guests, prompt and fast analysis of staff to the survey. On the other hand, disadvantages are briefed in the high cost of installing online systems and the ignorance of some staff and guests in using them. Egyptian Hotel Association, in collaboration with hotel properties, should provide technical assistance for installing an obligatory electronic customer satisfaction survey in Egyptian hotels, including Luxor and Aswan hotels. Finally, hotels have to assign technical staff for installing such a system with a follow-up agenda and provide training sessions to their staff to teach them the knowhow of operation. 'smart'. Rajbhandari (2020) reported that smart hotel classification is mostly related to smart technologies rather than a smart organization. The smart hotel term represents a

Customer Satisfaction and Repurchase Intentions in Hotels During the Exchange Rate Change in Egypt: A Comparative Study Based on Demographic and Tripographic Attributes

“…CS is the most valuable assets for businesses, governments and has a significant role in the consumption process for services and products in the hospitality industry (Perez-Moron et al, 2022). Moreover, Helmy and Magdi (2020) argued that CS positively impacts the hospitality industry, increasing demand, maximizing sales volume, and profitability. Therefore, understanding factors that affect customer satisfaction is crucial to comprehend the reasons behind fostering customer satisfaction for a particular organization (Hanif, Hafeez & Riaz, 2010).…”

“…In response to these challenges, customer behavior becomes imperative for organizational decision-making and correlation with overall profits (Baabdullah & Ansari, 2020). Therefore, understanding the influence of economic factors on customer attitudes and behaviors is crucial for businesses, especially in the hospitality sector (Rady et al, 2023).Within the context of these changes, Helmy and Magdi (2020) asserted that customer satisfaction significantly influences financial profitability and hotel performance in the face of changing business.…”