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To Understand Customers Perception towards Hotel Amenities, Services Quality and Online Reviews while Booking Hotels

ANWESH: International Journal of Management & Information Technology

Volume 6 Issue 1

Published: 2021
Author(s) Name: Surabhi Mittra and Prajakta Ravindra Khamkar | Author(s) Affiliation: Assistant Prof., School of Hotel Mgt., Ajeenkya DY Patil University, Pune, Maharashtra, India.
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Abstract

It is well known fact that hospitality is contributing substantially to the economic growth of any country. Tourism industry is an important component for the same which includes number of sectors such as lodging, catering, transportation, visitors, attraction, entertainment, etc. Customers are the major stakeholders towards the hospitality industry. The purpose of this study is to understand the significance of amenities, service quality and role of online reviews in the hotel industry by developing a conceptual framework and measurement scale. It is a descriptive research, analysis of data from a total of 110 customers revealed their views which helped us reach a conclusion. Online intermediaries in hospitality and tourism industry provide various options and comparison of hotels, tourist products, travel destinations, brand choices, prices and most importantly convenience to the consumer. This research helps us to understand consumer behavior and motivators based on hotel services, amenities and reviews as criteria to search and book hotel deals through online travel intermediaries. Following research was employed to measure the perceptive, emotional and social factors that influenced motivation and also how motivation mediated these factors toward booking intention. The result indicates consumers’ attitudes and perception towards the hotel amenities, service quality and online reviews.

Keywords: Amenities, Customer, Hospitality industry, Online reviews, Service quality.

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