Evaluation of customer experience and satisfaction in luxury resort hotels of the Maldives
Popp L. Mukhambetova Z. Matayeva B. Kunafina G. Nurgaliyeva A. Volokhina V. Zhansagimova A.
Winter 2021ASERS Publishing House
Journal of Environmental Management and Tourism
2021#12Issue 82099 - 2108 pp.
In todays environments, defining, analyzing, evaluating and managing customer experiences is a significant part of hotel marketing for effective positioning and differentiation. The customer experience in interacting with a hotel is linked to the overall satisfaction, as well as the desire to come back and recommend a hotel (Nobar & Rostamzadeh 2018). Feedback of customers is an important source of information for hospitality industry and a powerful tool that can help to analyze and understand customer satisfaction, it’s contributing factors and improve service quality. This was a time-consuming task during pre-digital era. Today, social media and the websites such as tripadvisor, booking.com, agoda.com etc., have made data about customer experience and impression available and easy to access. There are a few research papers which study impact of service quality and attributes on customer satisfaction in Maldives hotel industry, those studies were mainly based on the results of surveys conducted in one or a few hotels. As per the author’s best knowledge there is no comprehensive research on relationship between overall customer’s satisfaction and specific attributes in Maldives luxury hotels as well research, based on reviews and rating available at the web-sites using as Four Realms experience model. For the purpose of this research totally 81 four-and five-stars hotels at Maldives were studied, hotel’s overall scores based on 23808 customers feedbacks were reviewed and analyzed. The booking.com site has been used as the primary source of the data.
Categories , Client , Experience , Luxury , Maldives hotels , Management , Tourism
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NAO Toraigyrov University, Kazakhstan
Saken Seifullin Kazakh Agrotechnical University, Kazakhstan
Karaganda Economic University of Kazpotrebsoyuz, Kazakhstan
Saken Seifullin Kazakh Agrotechnical University, Kazakhstan
Kazakh University of Technology and Business, Kazakhstan
Orenburg State University, Russian Federation
Kazakh Academy Sport and Tourism, Kazakhstan
NAO Toraigyrov University
Saken Seifullin Kazakh Agrotechnical University
Karaganda Economic University of Kazpotrebsoyuz
Saken Seifullin Kazakh Agrotechnical University
Kazakh University of Technology and Business
Orenburg State University
Kazakh Academy Sport and Tourism
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