Attendance
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Appearance of staff or hosts |
Minciotti, Santolia and Kaspar (2008)Minciotti, S., Santolia, F., & Kaspar, C. (2008). Identificação de fatores críticos de sucesso para monitoramento do nível de satisfação de hóspedes de hotéis. Revista Turismo em Análise, 19(1), p 155-173. http://dx.doi.org/10.11606/issn.1984-4867.v19i1p155-173. https://doi.org/10.11606/issn.1984-4867....
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Helpfulness and kindness of staff or hosts |
The ability of attendants or hosts to communicate with guests |
Friendliness and helpfulness of location information, sights, convenience stores, etc. |
Service flexibility according to guests' demands |
Installation
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Facility design and appearance |
Minciotti, Santolia and Kaspar (2008)Minciotti, S., Santolia, F., & Kaspar, C. (2008). Identificação de fatores críticos de sucesso para monitoramento do nível de satisfação de hóspedes de hotéis. Revista Turismo em Análise, 19(1), p 155-173. http://dx.doi.org/10.11606/issn.1984-4867.v19i1p155-173. https://doi.org/10.11606/issn.1984-4867....
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Conditions and functionalities of the establishment's facilities |
Cleanliness and hygiene of rooms, bathrooms, and common areas |
The comfort of the facilities during your stay (beds, chairs, rooms, etc. are comfortable, clean, and restful) |
Reliability
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Accuracy of invoice during check-out |
Tussyadiah (2016)Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55, p. 70–80. https://doi.org/10.1016/j.ijhm.2016.03.005 https://doi.org/10.1016/j.ijhm.2016.03.0...
; Minciotti, Santolia and Kaspar (2008)Minciotti, S., Santolia, F., & Kaspar, C. (2008). Identificação de fatores críticos de sucesso para monitoramento do nível de satisfação de hóspedes de hotéis. Revista Turismo em Análise, 19(1), p 155-173. http://dx.doi.org/10.11606/issn.1984-4867.v19i1p155-173. https://doi.org/10.11606/issn.1984-4867....
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Absence of problems |
Execution of the promised in the combined period |
Assistance with the services promised in the advertising |
Service
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Variety of leisure, entertainment, and additional services (wake-up service, laundry, room service, taxi call, sale of tickets for events, etc.) |
Tussyadiah (2016)Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55, p. 70–80. https://doi.org/10.1016/j.ijhm.2016.03.005 https://doi.org/10.1016/j.ijhm.2016.03.0...
; Möhlmann (2015)Möhlmann, M. (2015). Collaborative consumption: determinants of satisfaction and the likelihood of using a sharing economy option again. Journal of Consumer Behaviour, 14(3), p. 193-207. https://doi.org/10.1002/cb.1512. https://doi.org/10.1002/cb.1512...
; Minciotti, Santolia and Kaspar (2008)Minciotti, S., Santolia, F., & Kaspar, C. (2008). Identificação de fatores críticos de sucesso para monitoramento do nível de satisfação de hóspedes de hotéis. Revista Turismo em Análise, 19(1), p 155-173. http://dx.doi.org/10.11606/issn.1984-4867.v19i1p155-173. https://doi.org/10.11606/issn.1984-4867....
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Extra comfort offered (amenities such as beauty products, softer towels, personalized services) |
Regarding the availability of meals |
Speed and stability of the internet connection |
Efficiency and speed at check-in or check-out |
How do you agree with the following statements?
|
Value
|
This establishment is worth what I charge |
Tussyadiah (2016)Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55, p. 70–80. https://doi.org/10.1016/j.ijhm.2016.03.005 https://doi.org/10.1016/j.ijhm.2016.03.0...
. |
The price of this establishment is within the expected |
I am satisfied with the value of the service |
The price charged for the establishment was fair |
Loyalty
|
I recommend using this establishment to my friends and relatives |
Tussyadiah (2016)Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55, p. 70–80. https://doi.org/10.1016/j.ijhm.2016.03.005 https://doi.org/10.1016/j.ijhm.2016.03.0...
; Santos (2007)Santos, C. P. A. (2007). Recuperacao de Serviços e seu efeito na Confianca e Lealdade do Cliente. RAC-Eletrônica, 1(3), 35-51.; Larán and Espinoza (2004)Larán, J. A., & Espinoza, F. S. (2004). Consumidores satisfeitos, e então? Analisando a satisfação como antecedente da lealdade. Revista de Administração Contemporânea, 8(2), 51-70. https://doi.org/10.1590/S141565552004000200004. https://doi.org/10.1590/S141565552004000...
; Hallowell (1996)Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7 (4), p. 27-42. https://doi.org/10.1108/09564239610129931. https://doi.org/10.1108/0956423961012993...
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I intend to continue using this establishment more than other services available |
I prefer to use this option whenever I can |
Satisfaction
|
The service has quality |
Zeithaml, Bitner, and Gremler (2018)Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. 7th ed. McGraw-Hill Education.
|
I am satisfied with the service I used |
The establishment's service meets my expectations |
Profile
|
Age |
Mody, Suess and Lehto (2017)Mody, M. A., Suess, C., & Lehto, X. (2017). The accommodation experience scape: a comparative assessment of hotels and Airbnb. International Journal of Contemporary Hospitality Management. 29(9), p. 2377-2404. https://doi.org/10.1108/IJCHM-09-2016-0501 https://doi.org/10.1108/IJCHM-09-2016-05...
; Minciotti, Santolia and Kaspar (2008)Minciotti, S., Santolia, F., & Kaspar, C. (2008). Identificação de fatores críticos de sucesso para monitoramento do nível de satisfação de hóspedes de hotéis. Revista Turismo em Análise, 19(1), p 155-173. http://dx.doi.org/10.11606/issn.1984-4867.v19i1p155-173. https://doi.org/10.11606/issn.1984-4867....
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Gender |
Salary |
Education |