Measuring customer satisfaction in the hospitality industry: an empirical study of the hotels in the capital cities of Europe
Measuring customer satisfaction in the hospitality industry: an empirical study of the hotels in the capital cities of Europe
Autori:
Izdanje: Sinteza 2014 - Impact of the Internet on Business Activities in Serbia and Worldwide
Apstrakt:
The aim of this paper is to assess the expectations of hotel guests in relation to the services offered by the hotel. For the purpose of this research, data on 6,768 hotels located in 47 capital cities in Europe were collected from the website www.booking.com. We have used all information available on the website regarding the hotels chosen on the basis of previously specified criteria, including ratings given by the registered users. The methods of partial correlation and hierarchical regression analysis were then conducted. Research results indicate that the number of stars is the most important factor that influences overall customer satisfaction in the hotel industry. We find that room price, the presence of air-conditioning in rooms, lobby bar, and free Wi-Fi are variables that positively correlate with customer satisfaction, whereas the number of rooms in hotel and distance from the city center are negatively correlated with customer satisfaction.
Ključne reči: customer satisfaction, hotel industry, expected rating, hotel guests
Zahvaljujemo se što ste preuzeli publikaciju sa portala Singipedia.
Ukoliko želite da se prijavite za obaveštenja o sadržajima iz oblasti ove publikacije, možete nam ostaviti adresu svoje elektronske pošte.
Preuzimanje citata:
BibTeX format
RefWorks Tagged format
Unapred formatirani prikaz citata
BibTeX format
@article{article, author = {T. Radojević, N. Stanišić, N. Stanić and M. Šarac}, title = {Measuring customer satisfaction in the hospitality industry: an empirical study of the hotels in the capital cities of Europe}, journal = {Sinteza 2014 - Impact of the Internet on Business Activities in Serbia and Worldwide}, year = 2014, doi = {10.15308/sinteza-2014-788-795} }
RT Conference Proceedings A1 Tijana Radojević A1 Nemanja Stanišić A1 Nenad Stanić A1 Marko Šarac T1 Measuring customer satisfaction in the hospitality industry: an empirical study of the hotels in the capital cities of Europe AD Međunarodna naučna konferencija Sinteza, Beograd, Srbija YR 2014 NO doi: 10.15308/sinteza-2014-788-795
T. Radojević, N. Stanišić, N. Stanić and M. Šarac, Measuring customer satisfaction in the hospitality industry: an empirical study of the hotels in the capital cities of Europe, Međunarodna naučna konferencija Sinteza, 2014, doi:10.15308/sinteza-2014-788-795