Exploring customer experience with budget hotels: Dimensionality and satisfaction

Lianping Ren; Hanqin Qiu; Peilai Wang; Ming Chu Lin

doi:10.1016/j.ijhm.2015.09.009

Exploring customer experience with budget hotels: Dimensionality and satisfaction

Lianping Ren, Hanqin Qiu, Peilai Wang, Ming Chu Lin

Research output: Journal article publication › Journal article › Academic research › peer-review

178 Citations (Scopus)

Abstract

The budget hotel sector in China has rapidly developed in the past decade. However, very little is known about consumer behavior in this sector. This exploratory study addresses this knowledge gap by adopting a mixed method of in-depth interviews and questionnaire survey. It specifically aims to explore the dimensionality of customer experience with budget hotels and to further examine the influencing factors for customer satisfaction. The results of exploratory factor analysis reveal four factors or dimensions of customer experience, namely, tangible and sensorial experience, staff aspect, aesthetic perception, and location. Multiple regression analysis shows that these four factors significantly influence customer satisfaction in a positive manner.

Original language	English
Pages (from-to)	13-23
Number of pages	11
Journal	International Journal of Hospitality Management
Volume	52
DOIs	https://doi.org/10.1016/j.ijhm.2015.09.009
Publication status	Published - 1 Jan 2016

Keywords

Budget hotel
Customer experience
Dimensionality
Satisfaction

ASJC Scopus subject areas

Tourism, Leisure and Hospitality Management
Strategy and Management

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

More information

10.1016/j.ijhm.2015.09.009

Cite this

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title = "Exploring customer experience with budget hotels: Dimensionality and satisfaction",

abstract = "The budget hotel sector in China has rapidly developed in the past decade. However, very little is known about consumer behavior in this sector. This exploratory study addresses this knowledge gap by adopting a mixed method of in-depth interviews and questionnaire survey. It specifically aims to explore the dimensionality of customer experience with budget hotels and to further examine the influencing factors for customer satisfaction. The results of exploratory factor analysis reveal four factors or dimensions of customer experience, namely, tangible and sensorial experience, staff aspect, aesthetic perception, and location. Multiple regression analysis shows that these four factors significantly influence customer satisfaction in a positive manner.",

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AU - Ren, Lianping

AU - Qiu, Hanqin

AU - Wang, Peilai

AU - Lin, Ming Chu

PY - 2016/1/1

Y1 - 2016/1/1

N2 - The budget hotel sector in China has rapidly developed in the past decade. However, very little is known about consumer behavior in this sector. This exploratory study addresses this knowledge gap by adopting a mixed method of in-depth interviews and questionnaire survey. It specifically aims to explore the dimensionality of customer experience with budget hotels and to further examine the influencing factors for customer satisfaction. The results of exploratory factor analysis reveal four factors or dimensions of customer experience, namely, tangible and sensorial experience, staff aspect, aesthetic perception, and location. Multiple regression analysis shows that these four factors significantly influence customer satisfaction in a positive manner.

AB - The budget hotel sector in China has rapidly developed in the past decade. However, very little is known about consumer behavior in this sector. This exploratory study addresses this knowledge gap by adopting a mixed method of in-depth interviews and questionnaire survey. It specifically aims to explore the dimensionality of customer experience with budget hotels and to further examine the influencing factors for customer satisfaction. The results of exploratory factor analysis reveal four factors or dimensions of customer experience, namely, tangible and sensorial experience, staff aspect, aesthetic perception, and location. Multiple regression analysis shows that these four factors significantly influence customer satisfaction in a positive manner.

KW - Budget hotel

KW - Customer experience

KW - Dimensionality

KW - Satisfaction

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SP - 13

EP - 23

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

ER -

Exploring customer experience with budget hotels: Dimensionality and satisfaction

Abstract

Keywords

ASJC Scopus subject areas

UN SDGs

More information

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