Consumer perceptions, satisfaction and notions of quality

Authored by: Irina Labeja

The Routledge Handbook of Hospitality Management

Print publication date:  March  2014
Online publication date:  March  2014

Print ISBN: 9780415671774
eBook ISBN: 9781315814353
Adobe ISBN: 9781317804246


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For many years hotels have been classified into segments according to their room price and amenities. Customers have a wide choice of hotels depending on their needs and preferences. Every guest has his own perceptions of hotel segments and what to expect from a hotel stay. All aspects of a hotel — tangible and intangible, including interactions between provider and receiver — are evaluated by each guest during each stay (Ariffin and Maghzi, 2011). As was highlighted by Ariffin et al., ‘guest perceptions of hospitality are also expected to be influenced by the hotel characteristics such as the star rating’ (Ariffin and Maghzi, 2011). Every customer when booking a hotel has his own expectations. It was found by Knutson (1988) that guests' expectations are already established even before they arrive at the hotel. Aspects such as the amenities that will be in the room and services that will be used during their stay are already determined by the guest before visiting the hotel (Knutson, 1988). Additionally, in the research conducted by Ariffin and Maghzi it was found that customer expectations can be influenced by personal factors such as gender, purpose of stay and nationality (Ariffin and Maghzi, 2011, p 1).

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