IDEAS home Printed from https://ideas.repec.org/a/prp/jattij/v10y2017i1p57-68.html
   My bibliography  Save this article

Dimensional Structure of Satisfaction with Hotel Services

Author

Listed:
  • Mladen Mitrovic

    (PhD student, University of Primorska, Faculty of Tourism Studies – Turistica, Slovenia)

Abstract

In the promotion and development of services provided by hotels, satisfaction surveys and assessment of the importance of different aspects of hotel services by visitors have an immense importance. Therefore, the aim of this research was to determine which aspects of the hotel are important (in a sample of respondents from Serbia), as well as to determine the dimensional structure of their satisfaction. The sample consists of 200 respondents, visitors to the hotel from the territory of Serbia. In the pilot study, an open-ended questionnaire was constructed for research purposes. Based on the respondents’ answers, two scales, which relate to the satisfaction and importance of hotel services,were constructed in the second phase. The number of facets in the scale is 21, and both constructed scales have good internal reliability. The results showed that the most important aspects of hotel services are safety, responsiveness, price, privacy and the physical characteristics of the hotel. Also, the results of exploratory factor analysis indicate that satisfaction with hotel services in Serbia can be seen as a one-dimensional construct rather than a phenomenon consisting of several different factors. There were no significant differences between the perceived importance of services and satisfaction with hotel services.

Suggested Citation

  • Mladen Mitrovic, 2017. "Dimensional Structure of Satisfaction with Hotel Services," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 10(1), pages 57-68.
    • Handle: RePEc:prp:jattij:v:10:y:2017:i:1:p:57-68
    DOI: 10.26493/2335-4194.10.57-68
    as

    Download full text from publisher

    File URL: http://www.hippocampus.si/ISSN/2335-4194/10.57-68.pdf
    File Function: full text in English
    Download Restriction: no
    File URL: https://libkey.io/10.26493/2335-4194.10.57-68?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Chen, Chun-Chih & Chuang, Ming-Chuen, 2008. "Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design," International Journal of Production Economics, Elsevier, vol. 114(2), pages 667-681, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Edwin Chigozie Nwokorie & Polycarp Igbojekwe, 2019. "Security Challenges for the Hotel Industry: Implications for Selected Hotels in Owerri, Nigeria," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 12(2), pages 193-205.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Meinel, Martin & Eismann, Tobias T. & Baccarella, Christian V. & Fixson, Sebastian K. & Voigt, Kai-Ingo, 2020. "Does applying design thinking result in better new product concepts than a traditional innovation approach? An experimental comparison study," European Management Journal, Elsevier, vol. 38(4), pages 661-671.
    2. Olimpia I. BAN & Ioana T. MESTER, 2014. "Using Kano Two Dimensional Service Quality Classification And Characteristic Analysis From The Perspective Of Hotels' Clients Of Oradea," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 18(18), pages 30-36, December.
    3. Xiaolun Wang & Xinlin Yao, 2020. "Fueling Pro-Environmental Behaviors with Gamification Design: Identifying Key Elements in Ant Forest with the Kano Model," Sustainability, MDPI, vol. 12(6), pages 1-17, March.
    4. Xin Chen & Chengxie Ma & Chengyu Tao, 2022. "Factors Influencing the Sustainability of Stroke Rehabilitation Services in Community: An Analysis Based on Kano Model," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    5. Julia Troll & Ivo Blohm & Jan Marco Leimeister, 2019. "Why Incorporating a Platform-Intermediary can Increase Crowdsourcees’ Engagement," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(4), pages 433-450, August.
    6. Damjan Vavpotič & Marko Robnik-Šikonja & Tomaž Hovelja, 2020. "Exploring the Relations Between Net Benefits of IT Projects and CIOs’ Perception of Quality of Software Development Disciplines," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(4), pages 347-360, August.
    7. A. M. M. Sharif Ullah & Jun'ichi Tamaki, 2011. "Analysis of Kano‐model‐based customer needs for product development," Systems Engineering, John Wiley & Sons, vol. 14(2), pages 154-172, June.
    8. Xin Bao & Tao Zhang & Bart Julien Dewancker & Jiahao He & Siyuan Liu, 2023. "Exploring the Unit Spatial Layout Preference for Urban Multi-Unit Residential Buildings: A Survey in Beijing, China," Sustainability, MDPI, vol. 15(15), pages 1-23, August.
    9. Nam, Seungju & Song, Woon-Kyung & Yoon, Heekweon, 2023. "An maintenance, repair, and overhaul (MRO) safety oversight system analysis: A case in Korea," Journal of Air Transport Management, Elsevier, vol. 107(C).
    10. Fang Wang & Hua Li & Aijun Liu, 2018. "A novel method for determining the key customer requirements and innovation goals in customer collaborative product innovation," Journal of Intelligent Manufacturing, Springer, vol. 29(1), pages 211-225, January.
    11. Ebadi Jokandan , Mohsen & Shahbahrami , Asadollah, 2013. "A Solution for the Allocation of Customers Authentication Methods (The Case of Multimedia Contact Center in Agriculture Bank of Iran)," Journal of Money and Economy, Monetary and Banking Research Institute, Central Bank of the Islamic Republic of Iran, vol. 8(2), pages 103-124, April.
    12. Runliang Dou & Yubo Zhang & Guofang Nan, 2019. "Application of combined Kano model and interactive genetic algorithm for product customization," Journal of Intelligent Manufacturing, Springer, vol. 30(7), pages 2587-2602, October.
    13. Zhuojie Xie & Yuhui Wang & Qingxian Wu, 2018. "Battle damage assessment of surface warship formation based on improved gray relational analysis," The Journal of Defense Modeling and Simulation, , vol. 15(3), pages 269-278, July.
    14. Chao He & Zhongkai Li & Dengzhuo Liu & Guangyu Zou & Shuai Wang, 2023. "Improving the functional performances for product family by mining online reviews," Journal of Intelligent Manufacturing, Springer, vol. 34(6), pages 2809-2824, August.
    15. Anning Wang & Qiang Zhang & Shuangyao Zhao & Xiaonong Lu & Zhanglin Peng, 2020. "A review-driven customer preference measurement model for product improvement: sentiment-based importance–performance analysis," Information Systems and e-Business Management, Springer, vol. 18(1), pages 61-88, March.
    16. Yongchuan Li & Raja Ariffin Raja Ghazilla & Salwa Hanim Abdul-Rashid, 2022. "QFD-Based Research on Sustainable User Experience Optimization Design of Smart Home Products for the Elderly: A Case Study of Smart Refrigerators," IJERPH, MDPI, vol. 19(21), pages 1-22, October.
    17. Chen, Li-Fei, 2012. "A novel approach to regression analysis for the classification of quality attributes in the Kano model: an empirical test in the food and beverage industry," Omega, Elsevier, vol. 40(5), pages 651-659.
    18. Hong-Bin Yan & Van-Nam Huynh & Yoshiteru Nakamori, 2012. "A group nonadditive multiattribute consumer-oriented Kansei evaluation model with an application to traditional crafts," Annals of Operations Research, Springer, vol. 195(1), pages 325-354, May.
    19. Jangwook Kwon & Kyunghwan Lim, 2023. "Using Kano Model to Understand an Effect of Specialization and Perceived Risk on Demand for Services in Marine Tourism," Sustainability, MDPI, vol. 15(14), pages 1-19, July.
    20. Hong-Bin Yan & Tieju Ma & Songsak Sriboonchitta & Van-Nam Huynh, 2017. "A stochastic dominance based approach to consumer-oriented Kansei evaluation with multiple priorities," Annals of Operations Research, Springer, vol. 256(2), pages 329-357, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:prp:jattij:v:10:y:2017:i:1:p:57-68. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Alen Jezovnik (email available below). General contact details of provider: http://academica.turistica.si .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.