Business Guests Accommodation Selection: A Gender-Based Study on Factors Affecting the Selection of Star Category Business Hotels in Mumbai City

Abstract

The guest rooms are the main revenue earning product for the hotel. A study was carried out to assess which in-room facilities were important for the business customers in the hotel. The study was carried out on 132 customers which included 91 Male Customers and 41 Female Customers in four-star and five-star hotels in Mumbai city. The various attributes considered by the researcher include Hygiene and Cleanliness, Services and amenities provided, Customized services, Quiet and private environment, Design and Décor, Ecological aspect (Eco Friendly Hotel), Updated technology/IT Amenities, Room category, e.g. Smoking rooms, Nonsmoking rooms, Rooms for disabled, Theme room. It was observed that Hygiene and Cleanliness and Information Technology Amenities were ranked the highest important factors by both genders in the selection of a Business Hotel. The quiet and private environment was more important to Male customers compared to Female customers. The factors related to Services and Amenities provided, Customized services and Ecological aspect (Eco Friendly Hotel) were perceived important by the Female Customers while choosing a hotel.

Keywords: Amenities, Facilities, Business Trip, Customer Loyalty, Customer Satisfaction

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