Hotel Customer Satisfaction: A Comprehensive Analysis of Perceived Cleanliness, Location, Service, and Value


  • Yerik Afrianto Singgalen * Mail Atma Jaya Catholic University of Indonesia, Jakarta, Indonesia
  • (*) Corresponding Author
Keywords: Customer; Satisfaction; Hotel; Service; Cleanliness; Location; Value

Abstract

This research investigates the key determinants of customer satisfaction in the hospitality industry, focusing on cleanliness, service quality, location, and value. Analyzing guest reviews, the study reveals that 85% of guests consider cleanliness a primary factor influencing their overall experience, while 78% highlight service quality, particularly staff responsiveness and professionalism, as crucial components. Location is identified as a significant contributor by 65% of guests, emphasizing convenience and accessibility to local attractions, and 72% of guests evaluate their satisfaction based on the perceived value of the stay, which balances price and service quality. Additionally, digital engagement, health and safety perceptions, and sustainability practices play an increasing role in shaping guest satisfaction. Specifically, 60% of guests appreciate digital features such as contactless check-in and personalized communication. Meanwhile, 70% note that visible health and safety measures, including enhanced cleaning protocols, positively impact their comfort and trust. Furthermore, 58% of guests prefer hotels adopting sustainability practices, such as reducing plastic use and promoting eco-friendly amenities. The study concludes that 90% of guests rated cleanliness, service quality, and value highly were more likely to recommend the property and return in the future. In contrast, properties lacking in these areas saw a 45% decline in repeat visit intentions. These findings underscore hospitality providers' need to prioritize these factors and integrate digital, health, and sustainability considerations to optimize service delivery, enhance guest satisfaction, and establish a sustainable competitive advantage.

Downloads

Download data is not yet available.

References

Ajina, A. S., Joudeh, J. M. M., Ali, N. N., Zamil, A. M., & Hashem, T. N. (2023). The effect of mobile-wallet service dimensions on customer satisfaction and loyalty: An empirical study. Cogent Business and Management, 10(2). https://doi.org/10.1080/23311975.2023.2229544

Aksu, A., Albayrak, T., & Caber, M. (2022). Hotel customer segmentation according to eco-service quality perception: the case of Russian tourists. Journal of Hospitality and Tourism Insights, 5(3), 501–514. https://doi.org/10.1108/JHTI-10-2020-0188

Alvarez Leon, I., Cavallin, A., & Louzao, N. (2021). City or beach hotel? Location as a determinant of customer satisfaction and room rate. International Journal of Tourism Cities, 7(2), 278–293. https://doi.org/10.1108/IJTC-07-2020-0142

Awan, M. I., Shamim, A., & Ahn, J. (2020). Implementing ‘cleanliness is half of faith’ in re-designing tourists, experiences and salvaging the hotel industry in Malaysia during COVID-19 pandemic. Journal of Islamic Marketing, 12(3), 543–557. https://doi.org/10.1108/JIMA-08-2020-0229

Braimah, S. M., Solomon, E. N. A., & Hinson, R. E. (2024). Tourists satisfaction in destination selection determinants and revisit intentions; perspectives from Ghana. Cogent Social Sciences, 10(1). https://doi.org/10.1080/23311886.2024.2318864

Cabral, A. M., & Marques, J. P. C. (2023). How innovation can influence customer satisfaction – case study of the Saccharum Hotel in Madeira. International Journal of Innovation Science, 15(1), 80–93. https://doi.org/10.1108/IJIS-03-2021-0061

Chawla, G., Lugosi, P., & Hawkins, R. (2024). Evaluating localized conceptions and embedded applications of the Food Waste Hierarchy in luxury hotels. Current Issues in Tourism, 1–14. https://doi.org/10.1080/13683500.2024.2304119

Cheong, F., & Law, R. (2023). Human employees versus robotic employees: Customers and hotel managers’ perceived experience at unmanned smart hotels. Cogent Social Sciences, 9(1). https://doi.org/10.1080/23311886.2023.2202937

Demetriou, P. (2022). Hotel food waste in Cyprus: An exploratory case study of hotels in Limassol. Cogent Social Sciences, 8(1). https://doi.org/10.1080/23311886.2022.2026556

El Hajal, G., & Rowson, B. (2020). The future of hospitality jobs. Research in Hospitality Management, 10(1), 55–61. https://doi.org/10.1080/22243534.2020.1790210

Falatouri, T., Brandtner, P., Nasseri, M., & Darbanian, F. (2024). Service quality dimensions in Austrian food retailing–a text mining approach for physical retail stores. International Review of Retail, Distribution and Consumer Research, 00(00), 1–36. https://doi.org/10.1080/09593969.2024.2371456

Gopal Vasanthi, M., Soundrarajan, V., Nawaz, N., Gajendran, V., & Parayitam, S. (2023). Passenger satisfaction with cleanliness and other service quality dimensions and gender as a moderator: Evidence from Indian Railways. Cogent Business and Management, 10(1), 2183568. https://doi.org/10.1080/23311975.2023.2183568

Han, C., Zhou, L., & Zhou, T. (2024). How does the built environment affect hotel prices? A study using multiscale GWR and deep learning. Journal of Asian Architecture and Building Engineering, 23(5), 1717–1734. https://doi.org/10.1080/13467581.2023.2270027

Iloranta, R., & Komppula, R. (2022). Service providers’ perspective on the luxury tourist experience as a product. Scandinavian Journal of Hospitality and Tourism, 22(1), 39–57. https://doi.org/10.1080/15022250.2021.1946845

Jabid, A. W., Abdurrahman, A. Y., & Amarullah, D. (2023). Empowering leadership and innovative behaviour in the context of the hotel industry: Knowledge sharing as mediator and generational differences as moderator. Cogent Business and Management, 10(3). https://doi.org/10.1080/23311975.2023.2281707

Kanaan, K., Abuhjeeleh, M., Darabseh, F., Taha, O., & Aljawarneh, N. M. (2023). How digital marketing and innovative performance contribute to hotel restaurant revenue growth: The mediating role of knowledge sharing. Cogent Social Sciences, 9(1). https://doi.org/10.1080/23311886.2023.2209985

Kool, S., Westerlaken, R., & Suleri, J. (2022). Dynamic pricing and perceived fairness: a case study at a hotel on the West Frisian island of Vlieland, The Netherlands. Research in Hospitality Management, 12(2), 143–150. https://doi.org/10.1080/22243534.2022.2133071

Ledi, K. K., Dumeda, R. B., Bandoma, S., & Ameza-Xemalordzo, E. (2024). Strategic thinking and innovation as panaceas for hotel performance in turbulent business environments. Cogent Business and Management, 11(1). https://doi.org/10.1080/23311975.2024.2328330

Li, H., Liu, Y., Tan, C. W., & Hu, F. (2020). Comprehending customer satisfaction with hotels: Data analysis of consumer-generated reviews. International Journal of Contemporary Hospitality Management, 32(5), 1713–1735. https://doi.org/10.1108/IJCHM-06-2019-0581

Liang, W. H. (2024). Cultural friction during intercultural service encounters with Chinese tourists: perspectives from hotel employees in Australia. Cogent Social Sciences, 10(1). https://doi.org/10.1080/23311886.2024.2318868

Moise, M. S., Gil-Saura, I., & Ruiz Molina, M. E. (2021). The importance of green practices for hotel guests: does gender matter? Economic Research-Ekonomska Istrazivanja , 34(1), 3508–3529. https://doi.org/10.1080/1331677X.2021.1875863

Moliner-Velázquez, B., Fuentes-Blasco, M., & Gil-Saura, I. (2023). Effect of motivations and engagement with eWOM on hotel queries. Economic Research-Ekonomska Istrazivanja , 36(3), 2218475. https://doi.org/10.1080/1331677X.2023.2218475

Nkwede, M.-F. C., Ogba, I.-E., & Nkwede, F. E. (2022). Determinants of customer satisfaction in a high-contact service environment: a study of selected hotels in Abakaliki metropolis, Nigeria. Research in Hospitality Management, 12(2), 183–190. https://doi.org/10.1080/22243534.2022.2133191

Olorunsola, V. O., Saydam, M. B., Lasisi, T. T., & Eluwole, K. K. (2023). Customer experience management in capsule hotels: a content analysis of guest online review. Journal of Hospitality and Tourism Insights, 6(5), 2462–2483. https://doi.org/10.1108/JHTI-03-2022-0113

Özen, İ. A., & Özgül Katlav, E. (2023). Aspect-based sentiment analysis on online customer reviews: a case study of technology-supported hotels. Journal of Hospitality and Tourism Technology, 14(2), 102–120. https://doi.org/10.1108/JHTT-12-2020-0319

Paisri, W., Ruanguttamanun, C., & Sujchaphong, N. (2022). Customer experience and commitment on eWOM and revisit intention: A case of Taladtongchom Thailand. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2108584

Palazzo, M., Foroudi, P., & Ferri, M. A. (2021). Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York. TQM Journal, 33(7), 193–221. https://doi.org/10.1108/TQM-09-2020-0203

Parapanos, D., & Michopoulou, E. (2023). Innovative Mobile Technology in Hotels and the Use of Gamification. Tourism Planning and Development, 20(2), 162–187. https://doi.org/10.1080/21568316.2022.2107563

Pytharoulakis, M., & Zouni, G. (2020). Lobbyscape: A framework about the effect of hotel lobbies’ atmospheric elements on customer satisfaction. Research in Hospitality Management, 10(2), 107–115. https://doi.org/10.1080/22243534.2020.1869465

Quang, T. D., Tran, N. M. P., Sthapit, E., & Garrod, B. (2024a). Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam. International Journal of Hospitality and Tourism Administration, 1–25. https://doi.org/10.1080/15256480.2024.2350005

Quang, T. D., Tran, N. M. P., Sthapit, E., & Garrod, B. (2024b). Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam. International Journal of Hospitality and Tourism Administration, 00(00), 1–25. https://doi.org/10.1080/15256480.2024.2350005

Stamolampros, P., & Dousios, D. (2023). Employee satisfaction during the pandemic in the tourism and hospitality industries. Current Issues in Tourism, 1–15. https://doi.org/10.1080/13683500.2023.2268798

Sthapit, E., Stone, M. J., & Björk, P. (2024). Sources of Value co-creation, co-destruction and co-recovery at Airbnb in the Context of the COVID-19 Pandemic. International Journal of Hospitality and Tourism Administration, 25(2), 249–276. https://doi.org/10.1080/15256480.2022.2092249

Suleri, J., Meijer, R., & Tarus, E. (2021). Exploring hotel identity by focusing on customer experience analysis. Research in Hospitality Management, 11(2), 113–120. https://doi.org/10.1080/22243534.2021.1917178

Vo, N. T., Hung, V. V., Tuckova, Z., Pham, N. T., & Nguyen, L. H. L. (2022). Guest Online Review: An Extraordinary Focus on Hotel Users’ Satisfaction, Engagement, and Loyalty. Journal of Quality Assurance in Hospitality and Tourism, 23(4), 913–944. https://doi.org/10.1080/1528008X.2021.1920550

Wang, P. Q. (2024). Personalizing guest experience with generative AI in the hotel industry: there’s more to it than meets a Kiwi’s eye. Current Issues in Tourism, 1–18. https://doi.org/10.1080/13683500.2023.2300030

Wireko-Gyebi, S., Baah, N. G., Nustugbodo, R. Y., Zaazie, P., Senya, E. K., Bosomefi, V., & Amankona, S. (2024). Service quality, satisfaction and loyalty among sharing economy vehicle users. Cogent Social Sciences, 10(1). https://doi.org/10.1080/23311886.2024.2327130

Zarezadeh, Z. Z., Rastegar, R., & Xiang, Z. (2022a). Big data analytics and hotel guest experience: a critical analysis of the literature. International Journal of Contemporary Hospitality Management, 34(6), 2320–2336. https://doi.org/10.1108/IJCHM-10-2021-1293

Zarezadeh, Z. Z., Rastegar, R., & Xiang, Z. (2022b). Big data analytics and hotel guest experience: a critical analysis of the literature. International Journal of Contemporary Hospitality Management, 34(6), 2320–2336. https://doi.org/10.1108/IJCHM-10-2021-1293

Zhou, J., Xiang, K., Cheng, Q., & Yang, C. (2021). Psychological and behavioural consistency value seeking of tourists in niche tourism: Nostalgia, authenticity perception, and satisfaction. Psychology Research and Behavior Management, 14, 1111–1125. https://doi.org/10.2147/PRBM.S322348


Bila bermanfaat silahkan share artikel ini

Berikan Komentar Anda terhadap artikel Hotel Customer Satisfaction: A Comprehensive Analysis of Perceived Cleanliness, Location, Service, and Value

Dimensions Badge
Article History
Submitted: 2024-10-02
Published: 2024-10-16
Abstract View: 535 times
PDF Download: 181 times
Section
Articles

Most read articles by the same author(s)

1 2 3 4 > >>