IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i11p6476-d823912.html
   My bibliography  Save this article

Distribution Differentiation and Influencing Factors of the High-Quality Development of the Hotel Industry from the Perspective of Customer Satisfaction: A Case Study of Sanya

Author

Listed:
  • Yong Ma

    (School of Tourism, Hainan University, Haikou 570228, China
    Tourism Development and Management Research Center, Key Research Institute of Humanities & Social Sciences of Hubei Provincial Department of Education, Wuhan 430062, China
    Tourism Development Institute, Hubei University, Wuhan 430062, China
    Hainan Provincial Tourism Research Base, Haikou 570228, China)

  • Hang Li

    (School of Tourism, Hainan University, Haikou 570228, China
    Hainan Provincial Tourism Research Base, Haikou 570228, China)

  • Yun Tong

    (School of Tourism, Hainan University, Haikou 570228, China
    Hainan Provincial Tourism Research Base, Haikou 570228, China)

Abstract

Achieving customer satisfaction is an important goal of the high-quality development (HQD) of the hotel industry. The purpose of this study is to summarize the spatial distribution characteristics and influencing factors of the HQD of the hotel industry to better help improve hotel customer satisfaction and realize the HQD of the hotel industry. Taking Sanya as an example, this study applied kernel density analysis, grid analysis and a geographically weighted regression (GWR) model to reveal the distribution characteristics and influencing factors of the HQD of the hotel industry. The research results show that (1) from 2010 to 2020, both budget hotels and luxury hotels showed an increasing trend year by year and the degree of spatial agglomeration was continuously strengthened. (2) The overall HQD of the hotel industry in Sanya is at a medium to high level, but the development between different regions is unbalanced. The HQD level of the hotel industry in the eastern part of the city is better than that in the western region. (3) There are significant differences in the HQD level and its spatial distribution characteristics of budget hotels and luxury hotels. (4) Hardware facilities, price levels, market popularity and traffic conditions have a positive impact on the HQD level of the hotel industry, while hotel scale and business prosperity have a negative impact on the HQD level of the hotel industry. The public service level does not pass the significance test. The conclusions of this study can provide theoretical reference for the decision-making of HQD of urban tourism.

Suggested Citation

  • Yong Ma & Hang Li & Yun Tong, 2022. "Distribution Differentiation and Influencing Factors of the High-Quality Development of the Hotel Industry from the Perspective of Customer Satisfaction: A Case Study of Sanya," Sustainability, MDPI, vol. 14(11), pages 1-20, May.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:11:p:6476-:d:823912
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/11/6476/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/11/6476/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Edward Boon & Michelle Bonera & Alessandro Bigi, 2013. "Measuring Hotel Service Quality from Online Consumer Reviews: A Proposed Method," Springer Books, in: Zheng Xiang & Iis Tussyadiah (ed.), Information and Communication Technologies in Tourism 2014, edition 127, pages 367-379, Springer.
    2. Ariana Furtado & Ricardo F. Ramos & Bruno Maia & Joana Martinho Costa, 2022. "Predictors of Hotel Clients’ Satisfaction in the Cape Verde Islands," Sustainability, MDPI, vol. 14(5), pages 1-13, February.
    3. Shibo Gao & Chenggu Li & Yuefang Rong & Qing Yan & Wei Liu & Zuopeng Ma, 2022. "The Places–People Exercise: Understanding Spatial Patterns and the Formation Mechanism for Urban Commercial Fitness Space in Changchun City, China," Sustainability, MDPI, vol. 14(3), pages 1-22, January.
    4. Rozenn Perrigot & Gérard Cliquet & Isabelle Piot-Lepetit, 2009. "Plural form chain and efficiency: Insights from theFrench hotel chains and the DEA methodology," Post-Print halshs-00422241, HAL.
    5. Rong-Chang Jou & Yeong-Jia Day, 2021. "Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking," Sustainability, MDPI, vol. 13(4), pages 1-18, February.
    6. Moro, Sérgio & Lopes, Rui J. & Esmerado, Joaquim & Botelho, Miguel, 2020. "Service quality in airport hotel chains through the lens of online reviewers," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    7. Xiaobin Zhang & Hak-Seon Kim, 2021. "Customer Experience and Satisfaction of Disneyland Hotel through Big Data Analysis of Online Customer Reviews," Sustainability, MDPI, vol. 13(22), pages 1-17, November.
    8. Bo-Rui Yan & Qian-Li Dong & Qian Li & Fahim UI Amin & Jia-Ni Wu, 2021. "A Study on the Coupling and Coordination between Logistics Industry and Economy in the Background of High-Quality Development," Sustainability, MDPI, vol. 13(18), pages 1-24, September.
    9. Jassim Ahmad Al-Gasawneh & Khalid N. AlZubi & Marhana Mohamed Anuar & Siti Falindah Padlee & Adnan ul-Haque & Jumadil Saputra, 2022. "Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality," Sustainability, MDPI, vol. 14(2), pages 1-25, January.
    10. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    11. Deepakshi Jaiswal & Rajib Lochan Dhar, 2016. "Impact of perceived organizational support, psychological empowerment and leader member exchange on commitment and its subsequent impact on service quality," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 65(1), pages 58-79, January.
    12. Ziqiang Peng & Shisong Cao & Mingyi Du & Meizi Yang & Linlin Lu & Yile Cai & You Mo & Wenji Zhao, 2022. "Spatiotemporal Patterns and Dominant Factors of Urban Particulate Matter Islands: New Evidence from 240 Cities in China," Sustainability, MDPI, vol. 14(10), pages 1-19, May.
    13. Perrigot, Rozenn & Cliquet, Gérard & Piot-Lepetit, Isabelle, 2009. "Plural form chain and efficiency: Insights from the French hotel chains and the DEA methodology," European Management Journal, Elsevier, vol. 27(4), pages 268-280, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Gengzhi Huang & Hang Li & Siyue Chen & Hongou Zhang & Biao He, 2024. "Dynamic Analysis of Regional Integration Development: Comprehensive Evaluation, Evolutionary Trend, and Driving Factors," Land, MDPI, vol. 13(1), pages 1-26, January.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Alberca-Oliver, Pilar & Rodríguez-Oromendía, Ainhoa & Parte-Esteban, Laura, 2015. "Measuring the efficiency of trade shows: A Spanish case study," Tourism Management, Elsevier, vol. 47(C), pages 127-137.
    2. Dusan Borovcanin & Ivan Cuk & Miha Lesjak & Emil Juvan, 2020. "The Importance of Sport Event on Hotel Performance for Restarting Tourism After COVID-19," Societies, MDPI, vol. 10(4), pages 1-13, November.
    3. Zhang, Linjia & Botti, Laurent & Petit, Sylvain, 2016. "Destination performance: Introducing the utility function in the mean-variance space," Tourism Management, Elsevier, vol. 52(C), pages 123-132.
    4. Eleni Dimitriadou & Thomas Bournaris & Theodoros Stavrinoudis & Olga Iakovidou, 2021. "The Efficiency Score of Small Accommodation Businesses in Non-Coastal Rural Areas in Greece," Sustainability, MDPI, vol. 13(19), pages 1-15, October.
    5. Muriel Fadairo & Cyntia Lanchimba & Miguel Yangari, 2016. "Optimal Monetary Provisions and Risk Aversion in Plural Form Franchise Network. A Model of Incentives with Heterogeneous Agents," Working Papers 1602, Groupe d'Analyse et de Théorie Economique Lyon St-Étienne (GATE Lyon St-Étienne), Université de Lyon.
    6. Juan Carlos Martin, 2017. "Regional Spanish Tourism Competitiveness. A DEA-MONITUR approach," REGION, European Regional Science Association, vol. 4, pages 153-173.
    7. Athanasia Karakitsiou & Markos Kourgiantakis & Athanasia Mavrommati & Athanasios Migdalas, 2020. "Regional efficiency evaluation by input-oriented data envelopment analysis of hotel and restaurant sector," Operational Research, Springer, vol. 20(4), pages 2041-2058, December.
    8. José M. Ramírez-Hurtado & Ignacio Contreras, 2017. "Efficiency of travel agency franchises: a study in Spain," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 717-739, December.
    9. Constantino J. Garcia Martin & Amparo Medal-Bartual & Marta Peris-Ortiz, 2014. "Analysis of efficiency and profitability of franchise services," The Service Industries Journal, Taylor & Francis Journals, vol. 34(9-10), pages 796-810, July.
    10. Pulina, Manuela & Detotto, Claudio & Paba, Antonello, 2010. "An investigation into the relationship between size and efficiency of the Italian hospitality sector: A window DEA approach," European Journal of Operational Research, Elsevier, vol. 204(3), pages 613-620, August.
    11. Frédéric Perdreau & Anne-Laure Le Nadant & Gérard Cliquet, 2010. "Plural Form and Franchisors Performance : Early Empirical Findings From Europe," Post-Print halshs-00522601, HAL.
    12. Sainaghi, Ruggero & Phillips, Paul & Zavarrone, Emma, 2017. "Performance measurement in tourism firms: A content analytical meta-approach," Tourism Management, Elsevier, vol. 59(C), pages 36-56.
    13. Melih Madanoglu & Gary J. Castrogiovanni, 2018. "Franchising proportion and network failure," Small Business Economics, Springer, vol. 50(4), pages 697-715, April.
    14. Juan Manuel Maqueira‐Marín & Pedro Victor Nuñez‐Cacho‐Utrilla & José Fernández‐Menéndez & Beatriz Minguela‐Rata, 2022. "Fast‐track talent to compete in the short term. Looking at the soccer mirror: Atlético de Madrid FC versus FC Barcelona," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(8), pages 3479-3497, December.
    15. Muriel Fadairo & Cintya Lanchimba & Miguel Yangari, 2016. "Optimal Monetary Provisions and Risk Aversion in Plural Form Franchise Networks A Model of Incentives with Heterogeneous Agents," Working Papers halshs-01251344, HAL.
    16. Rozenn Perrigot & Thierry Pénard, 2012. "Determinants of E-commerce adoption by franchisors: Insights from the U.S. market," Economics Working Paper Archive (University of Rennes 1 & University of Caen) 201206, Center for Research in Economics and Management (CREM), University of Rennes 1, University of Caen and CNRS.
    17. Luis César Herrero-Prieto & Mafalda Gómez-Vega, 2017. "Cultural resources as a factor in cultural tourism attraction," Tourism Economics, , vol. 23(2), pages 260-280, March.
    18. Alexandros Apostolakis & George Datseris & Constantine Manasakis, "undated". "Using data envelopment analysis to measure hotel efficiency in Crete," Working Papers 1203, University of Crete, Department of Economics.
    19. Eleni Dimitriadou & Asimina Kouriati & Sofia Karampela & Anna Tafidou & Thomas Bournaris, 2023. "The Three Dimensions of Small Accommodation Businesses and Their Efficiency," Tourism and Hospitality, MDPI, vol. 4(3), pages 1-16, August.
    20. Brookes, Maureen & Roper, Angela, 2012. "Realising plural-form benefits in international hotel chains," Tourism Management, Elsevier, vol. 33(3), pages 580-591.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:14:y:2022:i:11:p:6476-:d:823912. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.