Discovering Hotel's Competitive Edge Through Customer Reviews: The Business Traveler Segment

Le résumé fourni par la source

The chief topic of the paper was the role of customer satisfaction in the hotel industry. Today, customers can leave their reviews about their hotel experience online, which immensely changes the way hoteliers evaluate their service quality. Given that the hotel industry is highly competitive, and the customer expectations are high, hotel owners must not underestimate guest reviews. Instead, they should consider them legitimate sources of service quality assessment. The author became interested in exploring Hotel X’s services and the level of satisfaction within its business traveler segment. \nThe key objective was to examine how Hotel X could better satisfy its customers travelling for business purposes. The author strived to indicate what strengths and flaws the hotel had against its main competitors and determine what business travelers thought about the services that it currently provides. \nThe study was both descriptive and exploratory in nature and required qualitative data to adequately answer the research questions and reach its objectives. Peer-reviewed scholarly articles from academic journals, as well as online publications on hotelier websites were used as sources of secondary data. The primary data consisted of a competitor analysis and 100 business traveler reviews left on the Booking.com and TripAdvisor platforms. \nThe study uncovered important shortcomings in the hotel’s current service offering and revealed the reality of business traveler’s attitudes toward the hotel and its services. Major faults were the lack of kettles and tea sets in the rooms, poor bathroom lighting and a weak Wi-Fi signal. The hotel’s strengths were its location, lake view and attentive staff.

Ce résumé expose les affirmations des auteurs. BNTIC ne l’interprète pas comme une validation indépendante des résultats.