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Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry

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  • Radojevic, Tijana
  • Stanisic, Nemanja
  • Stanic, Nenad

Abstract

This study provides insight into the hotel characteristics that have a significant association with customer satisfaction. Data related to a sample of 6768 hotels located in 47 capital cities in Europe are analysed by using a linear mixed model technique. The results confirm the findings of previous studies, which state that hotel star rating is the single most important factor that influences customer experience. Furthermore, the presence of air-conditioning devices in rooms, a bar located within the hotel area, access to Wi-Fi Internet free of charge, membership in a branded hotel chain and price have significant positive associations with customer satisfaction (ceteris paribus). Variables that appear to be adversely associated with customer satisfaction are distance from the city centre, size of the hotel, and general hotel price level in the city where the hotel is located.

Suggested Citation

  • Radojevic, Tijana & Stanisic, Nemanja & Stanic, Nenad, 2015. "Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry," Tourism Management, Elsevier, vol. 51(C), pages 13-21.
    • Handle: RePEc:eee:touman:v:51:y:2015:i:c:p:13-21
    DOI: 10.1016/j.tourman.2015.04.002
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    6. Miroslav Kneževic & Slobodan Cerovic & Vladimir Džamic & Tijana Radojevic, 2017. "Total Quality Management Implementation and Guest Satisfaction in Hospitality," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 124-124, February.
    7. Tseng, Aihua, 2017. "Why do online tourists need sellers' ratings? Exploration of the factors affecting regretful tourist e-satisfaction," Tourism Management, Elsevier, vol. 59(C), pages 413-424.
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    10. Jesús J. Cambra-Fierro & María Fuentes-Blasco & Rocío Huerta-Álvarez & Ana Olavarría, 2021. "Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 467-491, September.
    11. Geetha, M. & Singha, Pratap & Sinha, Sumedha, 2017. "Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis," Tourism Management, Elsevier, vol. 61(C), pages 43-54.
    12. Serkan AK & Mithat Zeki DINCER, 2019. "Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 5(2), pages 171-183, December.
    13. Alcalde-Giraudo, Alberto & Fernández-Hernández, Ruth & Paradinas-Márquez, Carmen & Sánchez-González, Pilar & García-Muiña, Fernando E., 2021. "Marketing approach to Nordic tourism," Technological Forecasting and Social Change, Elsevier, vol. 163(C).
    14. Godbersen, Hendrik & Wenzel, Daniel, 2022. "Optimising commercial cleaning services based on customer expectations and their fulfilment: An empirical analysis with the means-end theory of complex cognitive structures," KCMS Schriftenreihe, FOM Hochschule für Oekonomie & Management, KCMS KompetenzCentrum für Marketing & Sales Management, volume 8, number 8 edited by FOM Hochschule für Oekonomie & Management, KCMS KompetenzCentrum für Marketing & Sales Management.
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