Improving service management in budget hotels

Peng, Jianping; Zhao, Xinyuan; Mattila, Anna S.

doi:10.1016/j.ijhm.2015.06.005

Cited by 43 publications

(29 citation statements)

References 110 publications

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“…Other factors such as guest experiential value, word of mouth recommendation; private label brand which has been study by past researchers Herstein, Gilboa, Gamliel, Bergera, and Ali (2018) were not included in the scope of this study. Study on lodging services found that customers were often driven to choose a hotel by hospitality speciûc factors, such as the location, facilities, service quality, price, reputation, exterior appearance, and security (Peng, Zhao & Mattila, 2015).…”

Section: Discussionmentioning

confidence: 99%

Measuring Tourist Satisfaction and Revisit Intention Using Lodgeserv in Boutique Hotel

Ali¹,

Chik²,

Sulaiman³

et al. 2020

epra

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Boutique hotel recently gained popularity in Malaysia. However, there is no absolute information on boutique hotel due to unclear segmentation of the type of accommodation for boutique hotel in Malaysia. However, some literature referred boutique hotel as small, luxurious hotels with furnished rooms less than 100 in numbers. Due to its unclear segmentation, the quality of facility and services are also insufficient. Therefore, the objectives of this study includes to determine the relationship between guest satisfaction and customer revisit intention. This study measured consumer service experience using LODGSERV in boutique hotel. This study uses ten items in LODGSERV dimensions to determine guest revisit intention. Respondents are recruited among the guests who checked out from boutique hotels in Malacca. Four hundred local and international tourists in Malacca participated in this study however only 391 usable data were received. Data were collected between the month of October until November 2018, and later processed with SPSS for descriptive and regression analysis. The findings revealed that using LODGSERV, it was showed that there is significant relationship between guest satisfaction and their revisit intention when measured using LODGSERV. Thus hotel managers and owners need to improve boutique hotels physical facility and services should they want to compete with the other accommodation services. KEYWORDS: LODGSERV, SERVQUAL, Boutique Hotel, Revisit Intention, Guest Satisfaction

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Section: Discussionmentioning

confidence: 99%

Measuring Tourist Satisfaction and Revisit Intention Using Lodgeserv in Boutique Hotel

Ali¹,

Chik²,

Sulaiman³

et al. 2020

epra

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show abstract

“…The recent development of accommodation is pointing towards a more affordable option or budget choice, where there is increasing attention to the budget segment in the hospitality industry (Holloway and Humphreys, 2016;Peng, et al, 2015). For example, the development of guest houses allows travellers to have more overnight stay choice.…”

Section: Guest House Businessmentioning

confidence: 99%

The nature and challenges of guest house business in the Maldives: An exploratory study

Chia

Muiz

2020

Tourism and Hospitality Research

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The Maldives has long been perceived as an exclusive and expensive travel destination. However, the political changes have introduced another accommodation option, the guest house. This has provided an opportunity for many locally owned guest house owners to offer accommodation service at an affordable rate. The purpose of this study was to explore the nature of business and the challenges faced by the guest house business in the Maldives. The data were derived from in-depth interviews with nine key informants. The thematic analysis qualitative method was employed in identifying informants’ view of the current guest house business. A total of six themes (i.e. product image, service quality, marketing channel, infrastructure, competition, policies, laws and regulations) were identified. The contribution of the paper lies in growing knowledge within the research niche of guest houses in the Maldives and internationally. Implications of the factors that contribute to successful guest house operations, including customer-oriented and service quality are recommended based on the findings. These recommendations can benefit guest house managers in developing and managing their guest house business. Future research may be expanded to view differences in perception among different stakeholders. Such findings could provide insights into what is missing and what topics require further investigation in the future.

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“…Customers will more likely to spend more and revisit the hotel if hotel improves the core and auxiliary attributes (Wong, 2013). Peng, Zhao, and Mattila (2015) conducted a study to examine how core product and auxiliary attributes of hotels influence customer experiences. In the study, they considered the hotel's room, room cleanliness, bed and facilities as a core product of a hotel while the auxiliary attributes are breakfast menu, internet access and transportation convenience.…”

Section: Introductionmentioning

confidence: 99%

A Study Of Revisit Intention To Boutique Hotels In Melaka

Lim¹,

Yeo²,

Siang³

2018

The European Proceedings of Social and Behavioural Sciences

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The competition in the hospitality industry in Melaka has increased due to the high demand of accommodations in Melaka. Boutiques hotel can be defined as a unique accommodation with less than 100 rooms, without a large chain and emphasised on personal services. This study is adopting SERVQUAL model to study the factors affecting customer revisit intention to boutique hotels in Melaka. A total of 200 guests with experience visited any boutique hotels in Melaka are selected as the targeted respondents. From the multiple linear regression analysis results, it showed that 51.9 % of total variation in the dependent variable (revisit intention) can be explained by all the five independent variables. The hypothesis analysis result also showed that tangibility, reliability and responsiveness have relationship towards revisit intention to boutique hotels in Melaka. Service quality plays a significant role in managing a hotel organization that a good service quality helps the hotel to create a positive image and maintain a good customer relationship within consumers who visited the particular hotel. Therefore, a combination of good service quality and unique theme can be a very strong competitive advantage that helps boutique hotel have a sustainable business in this stiff competition market in Melaka.

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Improving service management in budget hotels

Cited by 43 publications

References 110 publications

Measuring Tourist Satisfaction and Revisit Intention Using Lodgeserv in Boutique Hotel

Measuring Tourist Satisfaction and Revisit Intention Using Lodgeserv in Boutique Hotel

The nature and challenges of guest house business in the Maldives: An exploratory study

A Study Of Revisit Intention To Boutique Hotels In Melaka

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