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What do customers value in a hotel?

We claim that customer perceived value dimensions of hotels (i.e., self-gratification, aesthetics, price, prestige, transaction, hedonic, and quality) are antecedents of both customer satisfaction and customer loyalty. We also argue that customer satisfaction has direct positive influence on customer loyalty.



People Also Ask

What are the three most important expectations of guests in a hotel? The three most important expectations of guests in a hotel are convenience, autonomy, and personalization.

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Cornerstones
  • Delivering Quality.
  • Living Integrity.
  • Supporting Community.
  • Growing Profitability.
  • Having Fun.


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Cleanliness is paramount, as it ensures guests feel safe and comfortable throughout their stay. Contactless check-in helps guests feel at ease when they arrive, while room comfort is essential to a good night's rest.

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The most common criteria that affect customer choices are, as such, reviews, hotel facilities, unique experiences, brand trust, location, and personalized marketing.

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