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The study of factors affecting customer’s satisfaction with the three star hotels in Dubai( Vol-2,Issue-2,February 2016 ) |
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Author(s): Mohammad Darini, Fatemeh Khozaei |
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Keywords: |
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satisfaction, three star hotels, Middle East, online survey, service quality |
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Abstract: |
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Previous studies has supported the relationship between customer satisfaction and customer loyalty. Accordingly, understanding the factors affecting customer satisfaction is very important for those who are involved in hotel industry. Despite the abundant studies conducted on tourist satisfaction there is very little known about the customers satisfaction of Middle East hotels. Filling a part of this gap, the current study attempts to examine factors affecting travelers’ satisfaction of three star hotels in Dubai. Unfortunately the website doesn’t support online booking from any of hotels in Iran, so the comments and reviews on these hotels are not available. On the other hand Dubai has the greatest number of registered hotels in Agoda website, hence this city was chosen as case study. Accordingly comments of travelers on each three star hotel was collected from the Online booking website of Agoda (www.Agoda.com), on October 2015. The study relied on text mining and content analysis of over 2500 online traveller reviews covering 3-star hotels in Dubai. ). The website categorizes the hotels based on the stars and rankings (figure 2) and website only publishes reviews of a hotel from travelers who have booked and paid for a reservation and most probably has stayed in the hotel. The website also provides databases of customer evaluations of their experiences of hotels. This study applied content analysis of the reviews. The collected data was exported into the Nvivo 7 qualitative data analysis software. The comments on each hotel were categorized in terms of positive and negative feedback. Content analysis of collected data revealed that the main factors affecting the tourists’ satisfaction were hotel location, food management , cleanliness, facilities, design and staff behaviors. |
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