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An Evaluation of Green Ryokans through a Tourism Accommodation Survey and Customer-Satisfaction-Related CASBEE–IPA after COVID-19 Pandemic

Author

Listed:
  • Gangwei Cai

    (College of Civil Engineering and Architecture, Zhejiang University, Hangzhou 310058, China
    Faculty of Environmental Engineering, University of Kitakyushu, Fukuoka 8080135, Japan)

  • Yan Hong

    (School of Civil Engineering and Architecture, Zhejiang Sci–Tech University, Hangzhou 310018, China)

  • Lei Xu

    (College of Civil Engineering and Architecture, Zhejiang University, Hangzhou 310058, China)

  • Weijun Gao

    (Faculty of Environmental Engineering, University of Kitakyushu, Fukuoka 8080135, Japan
    iSMART, Qingdao University of Technology, Qingdao 266061, China)

  • Ka Wang

    (College of Civil Engineering and Architecture, Zhejiang University, Hangzhou 310058, China)

  • Xiaoting Chi

    (College of Hospitality and Tourism Management, Sejong University, Seoul 143-747, Korea)

Abstract

Following the outbreak of the COVID-19 pandemic, it became significant to study how to improve the customer satisfaction for Japanese tourist accommodations for restart and recovery in the future, and in preparation for the 2021 Japan Olympics. Therefore, the current paper attempts to evaluate ryokans through descriptive statistics from a tourism accommodation survey and customer-satisfaction-related comprehensive assessment system for built environment efficiency (CASBEE) importance–performance analysis (IPA). Through three progressive studies, three findings were obtained: (1) ryokans are more flexible than hotels, have strong anti-risk capabilities, and have received more and more attention from tourists and support from the Japanese government; (2) improvement strategies for customer satisfaction after COVID-19 were provided from IPA; and (3) a dynamic evaluation model of green ryokans was discussed and may be employed in other countries and regions experiencing the same situation.

Suggested Citation

  • Gangwei Cai & Yan Hong & Lei Xu & Weijun Gao & Ka Wang & Xiaoting Chi, 2020. "An Evaluation of Green Ryokans through a Tourism Accommodation Survey and Customer-Satisfaction-Related CASBEE–IPA after COVID-19 Pandemic," Sustainability, MDPI, vol. 13(1), pages 1-24, December.
    • Handle: RePEc:gam:jsusta:v:13:y:2020:i:1:p:145-:d:468438
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    References listed on IDEAS

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    Cited by:

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    2. Jun Li & Byunghyun Lee & Jaekyeong Kim, 2025. "Analyzing the Asymmetric Effects of COVID-19 on Hotel Selection Attributes and Customer Satisfaction Through AIPA," Sustainability, MDPI, vol. 17(19), pages 1-30, September.
    3. Gangwei Cai & Binyan Xu & Zehuan Hu & Zhenwei Guo & Sheng He & Feidong Lu & Yiping Xia & Ziming Ren & Bart Julien Dewancker & Weijun Gao, 2026. "Multidimensional ergonomic latent modeling of prefabricated adaptive decoration by robotic 3D printing," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 13(1), pages 1-11, December.
    4. Dong-Shang Chang & Wei-De Wu, 2021. "Impact of the COVID-19 Pandemic on the Tourism Industry: Applying TRIZ and DEMATEL to Construct a Decision-Making Model," Sustainability, MDPI, vol. 13(14), pages 1-28, July.

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