As the hospitality industry continues to grow and evolve, it’s important for hotel managers to understand what factors contribute to guest satisfaction and dissatisfaction and how preferences of guests from different countries and cultures differ. Analysis of Chinese and North American guest reviews highlights different levels of satisfaction from various aspects of hotel services and facilities
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As the hospitality industry continues to grow and evolve, it’s important for hotel managers to understand what factors contribute to guest satisfaction and dissatisfaction and how preferences of guests from different countries and cultures differ. Analysis of Chinese and North American guest reviews highlights different levels of satisfaction from various aspects of hotel services and facilities, as follows:
· Chinese guests place a higher emphasis on the cleanliness and maintenance of hotels, while North
American guests prioritize location and the overall comfort of the hotel room.
· Chinese guests are more likely to be dissatisfied with hotels that have poor maintenance and
cleanliness, while North American guests are more likely to be dissatisfied with hotels that are not conveniently located or do not offer comfortable rooms.
· Chinese guests are more likely to leave a review if they had a negative experience, while North
American guests are more likely to leave a review if they had a positive experience.
· Hotel managers in China should prioritize maintaining high standards of cleanliness and maintenance in order to ensure guest satisfaction, while hotel managers in North America
should focus on providing comfortable rooms in convenient locations.
Overall, understanding the specific needs and preferences of different customer groups in the hospitality industry is significant for the success of businesses and for the provision of positive customer experience. By using big data analysis to identify key factors that contribute to guest satisfaction and dissatisfaction, hotel managers can make informed decisions to improve the guest experience and drive business success.
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(Source: Ying, S., Chan, J.H. and Qi, X. (2020), “Why are Chinese and North American guests satisfied or
dissatisfied with hotels? An application of big data analysis”, International Journal of
Contemporary Hospitality Management, Vol. 32 No. 10, pp. 3249–3269)
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