Guest satisfaction and guest loyalty study for hotel Industry

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Guest satisfaction and guest loyalty study for hotel Industry Guest satisfaction and guest loyalty study for hotel Industry

Danijel Carev

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Rochester Institute of Technology

The Graduate School

College of Applied Science and Technology

GUEST SATISFACTION AND GUEST LOYALTY STUDY

FOR HOTEL INDUSTRY

Danijel Carev

Submitted in Partial Fulfillment of the

Requirements of the

Master of Science in Hospitality-Tourism Management

November 2008

Rochester Institute of Technology

Department of Hospitality and Service Management

Graduate Studies

M.S. Hospitality-Tourism Management

PRESENTATION OF THESIS/PROJECT FINDINGS

Name: Danijel Carev Date: 11/28/2008 UID#

Title of Research: GUEST SATISFACTION AND GUEST LOYALTY

STUDY FOR HOTEL INDUSTRY

Thesis Committee: (1) Dr. James Jacobs, Jr. (Chairperson)

(2) Dr. Thomas Maier

OR (3)

Number of Credits Approved: 4

cc. Department Student Record File – Original Student

iii

ABSTRACT

Common perception by practitioners in the hotel industry today that

a satisfied guest would become a repeat customer was considered as a

major subject of this research. It determined the extent to which

satisfaction fostered loyalty. Interviewing guests and demonstrating the

expression of visual experience through photography illustrated the

guests´ propensity for recommending and returning to the hotel as a

repeat customer. Using a provided digital camera, participating guests

were asked to photograph whatever caught their eye to illustrate the

hotel as being meaningful. In examining factors such as ambience,

service, as well as with the guest’s overall satisfaction with the hotel

along with their loyalty behavior, this study analyzed the relationship

between customer satisfaction and customer loyalty. Additionally, this

study explored factors promoting guest loyalty with the purpose of

proposing a method to assist hotels in identifying attributes increasing

customer loyalty.

ACKNOWLEDGEMENTS

First, I thank the Ron Brown Fellowship program, which is

sponsored by the U.S. Department of State and administered by the

Institute of International Education (IIE), for giving me the opportunity to

study in the U.S.A. and to experience so many wonderful things. Without

them, this journey would not be possible.

In the same way, I sincerely thank Rochester Institute of

Technology and the School of Hospitality and Service Management for

welcoming me as one of the first Croatians involved full-time in the

Master of Science Program in Hospitality-Tourism Management.

Next, my sincere gratitude to Dr. James W. Jacobs Jr., my mentor

and Chair of Committee, who believed in, encouraged, and supported

me in successfully completing this thesis. With an open mind, he always

felt very comfortable in sharing valuable information with me. I especially

value his train of thoughts along with his encouragement to question my

logic and to change my perceptions in positive ways. I feel very fortunate

to have had the opportunity to work with him as a student of his classes.

I am very grateful to Dr. Thomas Maier, who served as a member

of my Thesis Committee and for his invaluable comments on final drafts

of this paper.

Finally, I wish to express my gratitude to my parents as well as to

my brother for their unreserved support thought my career.

TABLE OF CONTENTS

ABSTRACT ................................................................................................................ iii

ACKNOWLEDGEMENTS........................................................................................... iv

LIST OF TABLES ...................................................................................................... vii

LIST OF EXHIBITS.................................................................................................... vii

CHAPTER 1 – INTRODUCTION .................................................................................1

Common Perception ............................................................................................... 2

Problem Statement ................................................................................................. 4

Purpose of the Study............................................................................................... 4

Hypothesis .............................................................................................................. 5

Methodology ........................................................................................................... 6

Significance of the Study......................................................................................... 7

Summary................................................................................................................. 8

CHAPTER 2 – LITERATURE REVIEW .....................................................................10

Introduction ........................................................................................................... 10

The Importance of Customer Loyalty in the Hotel Industry ................................... 10

A Definition of Customer Loyalty........................................................................... 12

Loyalty Prerequisites............................................................................................. 16

Guest Satisfaction................................................................................................. 16

Confirmation-Disconfirmation Theory.................................................................... 19

Comparison-Level Theory..................................................................................... 20

Dimensions of Customer Satisfaction ................................................................... 21

Photo- elicitation ................................................................................................... 22

A Better Understanding of Guest Loyalty .............................................................. 25

Summary............................................................................................................... 26

CHAPTER 3 – METHODOLOGY ..............................................................................27

Qualitative Study Design....................................................................................... 27

Method .................................................................................................................. 29

Construction of the Information Sheet................................................................... 31

Measurement of Satisfaction and Loyalty Scales.................................................. 32

Data Analysis Procedures..................................................................................... 35

Summary............................................................................................................... 35

CHAPTER 4 – DATA ANALYSIS AND RESULTS ....................................................36

Sample.................................................................................................................. 36

Analysis of the Guest Survey ................................................................................ 39

Loyalty................................................................................................................... 42

Photo-Elicitation .................................................................................................... 45

Historic Heritage ................................................................................................... 46

Design Functionality.............................................................................................. 48

Guestroom Experience ......................................................................................... 51

Negative Impact .................................................................................................... 54

Final Input ............................................................................................................. 56

Hypothesis Discussion .......................................................................................... 56

Summary............................................................................................................... 60

CHAPTER 5 – CONCLUSIONS AND RECOMMENDATIONS..................................62

Management Implications ..................................................................................... 62

Limitations of the Study......................................................................................... 65

Framework for Loyalty Research .......................................................................... 67

Direction for Future Research ............................................................................... 68

Recommendations ................................................................................................ 69

vii

REFERENCES ..........................................................................................................72

APPENDIX A - THE GUEST SURVEY LETTER .......................................................82

APPENDIX B - THE MODEL OF SURVEY QUESTIONNAIRE.................................83

APPENDIX C - THE SURVEY QUESTIONNAIRE USED IN STUDY........................85

LIST OF TABLES

Table 4-1 Description of the Respondents................................................................ 37

Table 4-2 Source of Information ............................................................................... 38

Table 4-3 The Reason of Arrival............................................................................... 38

Table 4-4 Satisfaction Ratings from the Guest Survey ............................................. 40

Table 4-5 Indication of the Guest Agreement or Disagreement with the Statements 43

Table 4-6 Summary of Hypotheses .......................................................................... 58

Table 4-7 Guest Propensity to Repurchase This Hotel............................................. 60

LIST OF EXHIBITS

Exhibit 1. Historic Heritage ....................................................................................... 47

Exhibit 2. Design Functionality.................................................................................. 49

Exhibit 3. Guestroom Experience ............................................................................. 53

Exhibit 4. Negative Impact ........................................................................................ 55

CHAPTER 1 -

INTRODUCTION

The concept of delivering quality service for ensuring guests

satisfaction to achieve guests’ loyalty and subsequent repeat business

has always been a normal assumption on the part of many theorists and

practitioners (Bowen and Chen, 2001). What value does a satisfied guest

really return to the hotel industry? Further, is guest loyalty really critical to

a successful business in the hotel industry?

The main discussion is whether high quality service actually

encourages to satisfied guests to return for repeat visits to the same

hotel, and conversely, whether low quality service leads to low

satisfaction, discouraging guests from returning. This assumption is a

widely-held belief, provided the hotel offers quality service to gain guest

satisfaction and, in return guest loyalty.

Due to increasing global market competition, many hotel

companies are facing challenges in retaining customers. Some market

researches have proven that most hotel companies in Europe and in the

U.S. will lose half their customers over a span of five years (Ganesh,

Arnold and Raynolds, 2000). By raising satisfaction or quality standards,

companies gradually raise guests’ expectation level, which then makes it

more difficult and more costly to please them. Holding onto a returning

guest is important to a hotel because over time they reduce the cost of

service. A returning guest knows the product; requires less information;

purchases more services; is will to pay higher prices for those services;

and willingly offers word-of-mouth recommendations to others (Ganesh,

Arnold, and Reynolds, 2000).

Researchers and marketers have begun to question the actual

return on the hotel’s investment; specifically, spending more on quality

improvements with the purpose of satisfying customers (Zeithaml, Berry,

and Parasuraman, 1996). This question continues to surface even

though the market clearly demonstrates that customer always seeks

quality regardless of how much he or she pays (Gitomer, 1998). In this

light, some researches argue that improving service quality alone does

not achieve desired customer loyalty. Rather, improvement of overall

customer satisfaction is what leads to greater loyalty and repeat

customer (Rungting, 2004).

For this reason and for the purpose of this work, research on

customer loyalty focused primarily on customer satisfaction.

Common Perception

Common dimensions of service satisfaction include: service quality,

product quality, price, and location. Researchers suggest the “people

factor” (i.e., service quality) may be the most salient of these dimensions

in determining overall satisfaction and in securing repeat business in the

service industries (Ganesh, Arnold, and Reynolds, 2000; Yüksel and

Yüksel, 2002). Therefore, satisfaction with a product or service offered

has been identified as a key determinant for loyalty and, perhaps more

important, a company’s profitability.

It is also commonly known that there is a positive relationship

between customer loyalty and profitability. Reichheld and Sasser (1990)

found that when a company retains just 5 percent more of its customers,

profits increase by 25 percent to 125 percent. Gould (1995) helped

consolidate the interest in loyalty through his research in support of

Reichheld and Sasser’s work. Along that line, marketers are seeking

information on how to build customer loyalty.

The increased profit from loyalty comes from reduced marketing

cost, increased sales, and reduced operational cost (Bowen and Chen,

2001). Loyal customers are less likely to switch because of price. In

addition, they make more purchases than similar non-loyal customers

(Reichheld and Sasser, 1990). Raman (1999) states, loyal customers

serve as a “fantastic marketing force” by providing recommendations and

by spreading positive word-of-mouth, forming the best available

advertising activities a company can get.

Loyal customers increase sales by purchasing a wider variety of

the hotel’s products and by making more frequent purchases. Bowen

and Shoemaker (1998) found loyal hotel guests had higher food and

beverage purchases than non-loyal guests. They also found loyal guests

cost less to serve; in part because they know the product and require

less information. They even serve as part-time employees. The authors

have collected anecdotes from service employees, stating how loyal

guests are eager to serve as employees, and in a way, act as positive

Public Relations Agents for the hotel by, telling other guests about the

great restaurants in the hotels. Therefore, loyal customers represent an

information source for the other guests.

Therefore, in this study focusing on the reasons why guests rate

higher scores for satisfaction may lead to better understanding of the

customer loyalty.

Problem Statement

Improving customer satisfaction is a critical component of the

hospitality industry’s value proposition to the guests (Siguaw a. Enz,

1999). Consequently, the hospitality industry spends millions of dollars

per year to better assess guest satisfaction and understand the elements

of loyalty. With an understanding of what causes guests to stay and to

return, hoteliers can act to increase loyalty.

Purpose of the Study

The main purpose of this study is to examine the relationship

between customer satisfaction and customer loyalty in the hotel industry

in Croatia. The main objectives are to develop and implement a method

for hotels to identify attributes increasing customer loyalty. A second

purpose is to produce a methodology, which can be replicated by other

hotels. Finally, this study re-examines the antecedents of loyalty to

determine what creates loyalty towards a hotel.

Hypothesis

For the purpose of this study, a loyal guest is defined as a

customer who holds favorable attitudes towards the company; commits

to the repurchase of the product or service; and recommends the product

or service to others.

This research addresses a number of questions, which examine

the relationship between guest satisfaction and guest loyalty in the hotel

context. Accordingly, we can offer the following hypotheses:

• H1: Hotel service system design elements are positively related to

guest loyalty.

• H2: Guest satisfaction with reception, guestroom, food and beverage,

ambience, and price is positively related to guest loyalty.

• H3: Satisfied guests exhibit higher levels of purchase involvement

than dissatisfied guests.

• H4: Satisfied guests provide stronger positive word-of-mouth

advertising than dissatisfied guest.

Methodology

To test these hypotheses, research has been conducted at Hotel

Bristol in Opatija, which is located in northwestern part of Croatia. The

hotel is a 4-star property, located in the city centre, across the central city

park and only a few steps from the sea side.

The photo-elicitation technique has been used as a way of

soliciting guest feedback. This technique encourages guests to use

images and descriptions in responding to a hotel’s design and amenities.

In a photo-elicitation assessment, the hotelier simply gives participating

guests the use of a digital camera to photograph whatever catches their

eye as being meaningful; both inside and outside of the hotel area. This

new image-based approach in guest feedback in contrast with traditional

written surveys has been introduced in the hotel property for the first

time.

Guest participants have been taking the photographs of hotel’s

service system design elements they consider important then discussed

those photographs in a personal interview. Along with use of a digital

camera, guests were asked to complete an information sheet. This

information sheet requested contact information, demographic

information, the use of the hotel (e.g., frequency of stays, length of

relationship, factors considered in making a reservation, and type of

traveler), as well as responses to a brief set of satisfaction and loyalty

scales. In addition to three items for ambience, service, and overall

satisfaction, scale items measure the loyalty behavior items such as

commitment to repurchase the product/service and recommendation the

product to others.

Significance of the Study

To identify attributes increasing customer loyalty, hotel companies

need to consider what happens before, during, and after the guest

interacts with the property. In that light, it is important to look closely at

what is measured and the way it is measured.

Customer satisfaction is a crucial part of loyalty, but customer

loyalty cannot be achieved by satisfaction alone. An enterprise can offer

satisfaction without loyalty, but not loyalty without satisfaction (Kirkby et

al., 2003). Thus, this study provides insights into customer loyalty by

examining customer satisfaction and service quality.

The primary goal of the present study was to provide a framework

for other hotels to use in replicating this research process for their own

marketing research.

The short-range consequences of this study were to better

understand current service quality, guest satisfaction, and loyalty of the

hospitality industry with participant observation from visitors of a subject

hotel. It provided managers with insights as to why guests leave satisfied

or dissatisfied from their property and where short-term improvements

need to be made to retain business and guests.

As a result of this study, long-range consequences were that hotels

should use survey-based feedback on a continuing basis. This result

helps managers make effective operational decisions. In addition, it aids

managers in adjusting service system design elements and amenities so

as to meet or even exceed guest demands.

Summary

Customer satisfaction has been heavily emphasized in the

hospitality industry. Most recently, more and more researches have

reported that even though customers had been satisfied or very satisfied

with their original provider, they still switch to a different provider

(Skogland & Siguaw, 2004). Thus, if the companies want to increase

customer loyalty, then they need to consider ways to build a relationship

with customers, including the way satisfaction influences their decision to

return to the same hotel.

Chapter One of this paper delineated the purpose and objectives of

the study. It presented research questions, definitions, assumptions, and

delimitations of the study. A review of literature in support of the research

questions follows. The researcher determined that the primary areas of

the study were customer satisfaction and customer loyalty. These areas

were identified as a result of current marketing literature, which strongly

suggests a connection between customer satisfaction and customer

loyalty.

CHAPTER 2 -

LITERATURE REVIEW

Introduction

This chapter reviews the literature on loyalty and customer

satisfaction. Although the major focus is on customer satisfaction in

service organizations, this chapter begins with a brief review of the

importance of customer loyalty in the hotel industry. This is followed by a

review of loyalty literature, which results in the construction of a definition

of service loyalty for use in this study. Next, factors thought to influence

the development of loyalty are discussed. In particular, emphasis is on

customer satisfaction as the most important determinant for loyalty.

Afterwards, the photo-elicitation approach is explained as a method for

collecting guest feedback. This chapter concludes with a discussion of

how services differ from each other and how customer satisfaction may

differ across services.

The Importance of Customer Loyalty in the Hotel Industry

The hotel industry today has been recognized as a global industry,

with producers and consumers spread around the world (Kandampully et

al., 2000). The use of hotel facilities such as: guestroom, restaurant, bar,

spa or wellness services, is no longer considered a luxury. For many

people, these services have become an integral component of their

lifestyle. Moreover, in the last two decades, demand for supply of

hospitality services beyond that of traditional services intended for

travelers have escalated the growth of the hospitality industry globally,

leading to intense competition in the marketplace (Kandampully et al.,

2000).

According to Kandampully and Suhartanto (2000), one of the

greatest challenges facing hotel organizations today is the ever-growing

volume and pace of competition. Competition has major implications for

the customer, providing increased choice, greater value for money, and

augmented level of service. Additionally, there is little to distinguish one

hotel’s products and services from another. Thus, it is imperative for

hotel organizations to gain a competitive advantage.

To gain a competitive advantage, hotel operators are using two

commonly-known strategies. They are:

1. Providing low-cost leadership through price discounting, and

2. Developing customer loyalty by providing unique benefits to

customers.

Hotels that attempt to improve their market share by discounting price

run the serious risk of having a negative impact on hotel’s medium- and

long-term profitability. Thus, it is quality of service rather than price that

has become the key to a hotel’s ability to differentiate itself from its

competitors and to gain customer loyalty (Kandampully et al., 2000).

Due to the importance of customer loyalty, companies are trying to

enhance their customers’ loyalty through retention programs and

relationship marketing strategies (Hallowell, 1996). Customer loyalty is

important because loyal customers bring many benefits to a firm.

According to Reichheld and Teal (1996), the various advantages of

customer loyalty include: a continuous stream of profit, reduction of

marketing cost, growth of per-customer revenue, decrease in operating

cost, increase in referral, increase in price premium, and switching

barriers among loyal customers who do not easily surrender to the

competitors’ promotion efforts. Considering these benefits, customer

loyalty is a necessary prerequisite for the future survival of hotel

organizations (Reichheld and Teal, 1996; Reinartz and Kumar, 2000; Yi

an Jeon, 2003).

A Definition of Customer Loyalty

Customers display varying degrees of loyalty, commitment, or

allegiance in various aspects of their daily interactions. Loyalty also

occurs in consumption situations, and has received much attention in the

marketing literature (Kandampully et al., 2000). Generally, the term,

customer loyalty, has been described as occurring when customers:

1. Repeatedly purchase a good service over time, and

2. Hold favorable attitudes towards a good service.

Customer loyalty consists of three separate dimensions:

behavioral, attitudinal, and composite. Behavioral loyalty considers

measurements of consistent, repetitious purchase behavior as an

indicator of loyalty. In particular, it interprets a form of customer behavior

directed towards a particular brand over time (Bowen and Shoemaker,

1998).

Researchers (Ehrenberg, Goodhardt, and Barwise, 1990;

Krishnamuthi and Raj, 1991) measured loyalty exclusively on behavioral

dimensions. The problem with this type of measurement, as Dick and

Basu (1994) pointed out, is that it provides limited understanding of the

factors underlying repeat purchase. Another problem with the behavioral

approach is that repeat purchases are not always the result of a

psychological commitment towards the brand (TePeci, 1999). For

example, a traveler may stay at a hotel because it is the most convenient

location. When a new hotel opens across the street, they switch because

the new hotel offers better value. Thus, repeat purchase does not always

mean commitment (Bowen and Chen, 2001).

The attitudinal measurements of loyalty use attitudinal data to

reflect the emotional and psychological attachment inherent in loyalty.

The attitudinal measurements are concerned with the sense of loyalty,

engagement, and allegiance. There are instances when a customer

holds a favorable attitude towards a hotel, but he/she does not stay at

the hotel (Toh et all., 1993). Attitudinal dimensions refer to a customer’s

intention to repurchase and recommend, which are good indicators of a

loyal customer (Getty and Thompson, 1994). A guest could hold a hotel

in high regard, recommend the hotel to others, but feel the hotel was too

expensive for him/her to use on regular basis.

The third approach, composite measurement of loyalty, combines

the first two dimensions (behavioral and attitudinal) and measures loyalty

by customers’ products preferences, propensity of brand-switching,

frequency of purchase, and total amount of purchase (Pritchard and

Howard,1997; Hunter, 1998; Wong at al., 1999). The use of both attitude

and behavior in loyalty definition substantially increases the predictive

power of loyalty hence, composite measurement has been generally

acknowledged as a two-dimensional construct that enables researchers

to understand customer loyalty in several fields, such as retailing,

recreation, upscale hotels, and airlines (Pritchard and Howard, 1997).

Based on the review of loyalty concepts, composite approach to

customer loyalty, which includes attitudinal and behavioral aspects, was

adopted for this study. Customer loyalty consists of both an attitudinal

commitment to the relationship (such as price insensitivity), as well as

other, more-overt loyalty behavior (such as positive word of mouth and

repeat patronage) (Oliver, 1999). Therefore, loyal customers or loyal

guests are guests who hold favorable attitudes towards the hotel, commit

to repurchase the product/service, and recommend the hotel to others.

This definition of guest loyalty suggests that the loyal guest is a

matter of degree, ranging from the completely loyal to one who never

considers using a hotel in the future. According to this definition, an

extremely loyal guest would be described as one who:

1. Regularly uses a hotel,

2. Really likes the hotel and thinks very highly of it, and

3. Does not ever consider using another hotel in this region.

Conversely, at the other end of the continuum, an extremely

“non-loyal” guest:

1. Does not use the hotel again,

2. Has negative feelings towards the hotel, and

3. Welcomes suggestions about other hotels and is willing to try any

other hotel.

This three-dimensional definition is consistent with Zeithaml, Berry,

and Parasuraman’a (1995) “loyalty to company” factors in their

behavioral-intensions battery. In their study, the five items measuring the

loyalty factor included:

1. Saying positive things about the company;

2. Recommending the company to someone who seeks advice;

3. Encouraging friends and relatives to do business with the company;

4. Considering the company the first choice to buy service; and

5. Doing more business with the company in the next five years.

Thus, in effect, their measure includes items from all three

dimensions of the proposed customer loyalty dimension.

Loyalty Prerequisites

Practitioners and researchers have not clearly identified a

theoretical framework, which identify factors leading to the development

of customer loyalty (Gremler and Brown, 1997). However, there is

consensus among practitioners and academics that customer

satisfaction and service quality are prerequisites of loyalty (Gremler and

Brown, 1997; Cronin and Taylor, 1992). Their thinking is that a satisfied

customer, as a result of his/her satisfaction, naturally becomes a loyal

customer with satisfaction as the only catalyst necessary for developing

such loyalty (Ostrowski, O’Brien and Gordon, 1993). That is, satisfaction

is a necessary and sufficient condition for developing service loyalty.

Guest Satisfaction

The global service marketplace continues to be very competitive.

Lodging business have been challenged to increase their levels of quality

and service, improve their product design, and decrease their product

development cycle times. Significant progress has been made in these

areas, but one of the most important objectives in the hotel marketplace

today is providing total customer satisfaction (Skogland a. Siguaw,

2004).

Customer satisfaction is considered to be one of the most

important outcomes of all marketing activities in a market-oriented firm.

The obvious need for satisfying the firm’s customer is to expand the

business, to gain a higher market share, and to acquire repeat and

referral business - all of which lead to improved profitability (Barsky,

1992).

The services-marketing literature suggests that satisfied customer

purchase more each time they visit and purchase more often. The

satisfied customer also refers their family and friends. The link between

sales, service, satisfaction, and profits is direct. The more customers are

satisfied, the more they spend (Gerson, 1993). The more customers

spend, the more is sold. And usually, when more is sold, profits are

greater (Gerson, 1993). In addition, satisfied customers are less likely to

seek the lowest prices and the cost of selling to them is much less than

the cost of capturing new customers from the competition. Happy

customers are the cheapest and most effective form of advertising.

Conversely, a disappointed customer not only takes their business

elsewhere, but most likely tells several others about the experience too.

While it may take many positive encounters to create customer loyalty, it

usually takes only two negative encounters to make an enemy for life

(Hill and Alexander, 2000). Thus investment in customer satisfaction

does bring improvements in profitability.

Moreover, customer satisfaction has been used to refer to the

satisfaction with an individual consumption experience or service

encounter (e.g. Bitner, Booms, and Tetreault, 1990; Oliver and Swan,

1989). It has also been described as a summary evaluation of a

customer’s overall experience with an organization or its products

(Cronin and Taylor, 1992).

In many customer satisfaction studies, repurchase intention is often

included as a consequence of satisfaction (e.g. Boulding et al., 1993).

Satisfying experiences influence future purchase intention; hence,

customer loyalty. Scholars argue that customer loyalty depends critically

on the overall level of satisfaction (e.g., Anderson and Fornell, 1994).

Several studies have found empirical evidence to support the notion that

satisfaction is, if not, the leading factor in determining customer loyalty

(Bolton, 1994; Rust and Zahorik, 1993). Other studies have linked

customer satisfaction to repurchase intentions (Cronin and Taylor, 1992;

Oliver, 1980). However, as Anderson and Fornell (1994) point out, it is

not well-understood how predictive repurchase intentions are of actual

purchase behavior; nevertheless, a satisfied customer is likely to

repurchase the product/service simply because it minimizes risk

associated with an unknown product offering.

Researchers are still attempting to determine both conceptual and

empirical distinctions between customer satisfaction and service quality

(e.g. Bitner and Hubert, 1993; Oliver, 1993; Taylor and Baker, 1994). To

date, however, the relationship “is not universally agreed upon” (Zahorik

and Rust, 1992). In fact, in many instances, customer satisfaction and

service quality are used interchangeably (Iacobucci, Grayson and

Ostrom, 1994). Liljander and Strandvik (1995) after reviewing the

literature on service quality and customer satisfaction suggested that

satisfaction is more closely related to future behavior than service

quality. Quality and service are the means to the ends of satisfaction and

retention.

Following previous findings confirmation-disconfirmation paradigm

and comparison level theory (Oliver, 1980) serve as underpinnings for

examining guest satisfaction in this study:

Confirmation-Disconfirmation Theory

Customer satisfaction is defined as a post-purchase evaluative

judgment concerning a specific buying decision (Homburg and Giering,

2001). According to the confirmation-disconfirmation paradigm,

customers assess their levels of satisfaction by comparing their actual

experiences with their previous experiences, expectations, and

perceptions of the product’s performance (Oliver, 1980).

The theory postulates that three outcomes of this evaluation are

possible:

1. Conformation occurs when the actual performance matches the

standard, leading to a neutral feeling;

2. Positive disconfirmation occurs when the performance is better than

the standard, which then leads to satisfaction; and

3. Negative disconfirmation occurs when the performance is worse than

the standard which then leads to dissatisfaction.

Comparison-Level Theory

This theory proposes that consumers use comparison levels for the

relationship under consideration. In addition, they use comparison levels

for alternative relationship to determine satisfaction with and propensity

to remain in a relationship (Thibaout and Kelley, 2001). The comparison

level is “the standard against which a member evaluates the

attractiveness of the relationship” (Skogland and Siguaw, 2004). These

consumer standards reflect what the brand is to achieve, not just what it

does achieve (Cadotte, Woodruff and Jenkis, 1987). If product

performance exceeds expectations derived from past experience the

consumer had with the product, then that experience leads to

satisfaction. Otherwise, it results in dissatisfaction. As soon as the

current level of outcomes drops below the perceived comparison level for

alternatives, the customer is motivated to leave the relationship (Rust

and Zahorik, 1993). Previous research has found a positive relationship

between prior experiences and current levels of expectations related to

satisfaction of the firm (Zeithaml, Berry and Parasuraman, 1993).

Dimensions of Customer Satisfaction

Although an investigation of overall satisfaction with services

provides relevant insight regarding loyalty, even greater knowledge can

be obtained by distilling satisfaction into its various dimensions,

especially in an industry where switching behavior and customer loyalty

are paramount (Rust and Zahorik, 1993). Indeed, some dimensions of

satisfaction may be more important antecedents of repeat-purchase

behavior and loyalty than others are.

Common dimensions of satisfaction with service components

include: service quality, product quality, price, and location. Researchers

suggest that the “people factor” (i.e., service quality), in terms of

tangibility, reliability, responsiveness, assurance, and empathy (Zeithaml

et al., 1994), may be the most silent in determining overall satisfaction

and repeated purchasing in service industry (Ganesh et al, 2000; Yüksel

and Yüksel, 2002). The argument for the importance of the “people

factor” is further supported by the services-marketing literature, which,

emphasize the intangibility of services, advances service encounters as

predominantly interpersonal interactions (Czepiel, 1990). Consequently,

as with other social relationships, the bond between the hotel

representative and the guest is more heavily weighed when the guest

makes a satisfaction judgment than when the guest makes no such

judgment. Crosby, Evans, and Cowles (1990) found that the quality of

the relationship between the hotel representative and the guest

determines the probability of continued interchange (i.e., loyalty)

between those parties in the future. These and other studies seem to

suggest that having an interpersonal relationship with someone in the

organization can lead a customer to become more committed, or loyal, to

that firm. Thus, in this study, we examine not only the effects of overall

satisfaction but also the effects on loyalty of both satisfaction with the

people factor and satisfaction with hotel ambience.

Photo- elicitation

In this study, the photo-elicitation technique is used as a tool for

measuring guest propensity to recommend the hotel. This approach has

focused attention on how hotel interior looks, as well as on how it

performs in the light of guest satisfaction/dissatisfaction.

The photo-elicitation approach was first described by Collier 1967.

At first, it was used to conduct research in anthropology, education,

community health, psychology, and sociology (Carlsson, 2001; Harper,

2002).

Photo- elicitation introduces photographs into a research interview;

thereby bringing images into the center of the research agenda (Harper,

2002). By doing so, it redefines the essential relationships of research

through a reduction of the asymmetry in power between the researcher

and participant because the interview focuses on the photographs rather

than on the research participant (Carlsson, 2001; Harper, 2002). Photo-

elicitation is a collaborative process whereby the researcher becomes a

listener as the participant interprets the photograph for the researcher.

This process invites research participants to take the leading role in the

interview and to make full use of their expertise. In some cases, this

collaboration occurs at an even bigger level when the research

participants make the photographs themselves (Van der Does, Edelaar,

Gooskens, Liefting & van Mierlo, 1992).

Harper (2002) advocates the use of photo- elicitation because

images evoke deeper elements of human experiences than words alone.

Collier and Collier (1986) suggested that photographs, when used in

interviews, “sharpen the memory and give the interview an immediate

character of realistic reconstruction" and that "photographs are charged

with psychological and highly emotional elements and symbols". The

emotional content extracted from and projected onto the photographs

affords the researcher a greater understanding of participant's

experiences than from the spoken or written word alone (Carlsson,

2001).

A photograph preserves a moment in time. Photographs, then, are

an emanation of a past reality (Cronin, 1998). Walker and Kimball-

Moulton (1989) noted that photography is about time in that "the act of

photography anticipates the future by ripping the appearance of a

moment out of its time, creating a tangible image for the future of what

will be the past".

Photographs are a reflection of the photographer's point of view,

biases, and experiences. Both the photographer and the viewer of a

photograph construct its meaning because both bring their social

position, personality and personal history to the interpretive act (Harper,

2000). In addition, the meaning of a photograph can change when it is

viewed in different contexts (Carlsson, 2001). In this light, Cronin (1998)

suggests that "the function of photographs is the creation and

maintenance of meaning, and to this end an interpretative approach, [in

research] which concentrates on the meaning woven around a

photograph, is desirable."

Prosser (1998) noted that the status of image-based research has

been disproportionately low relative to word-based research. As a result,

image-based research has been undervalued and under applied. Harper

(1998) repeated this sentiment and suggested that photo- elicitation

technique is an underutilized methodology with nearly limitless potential.

Given this potential, this study utilizes participant's photographs to

establish relationship, share in the narrative of the experiences, and to

delve into the meanings of both the photographs and the experiences.

A Better Understanding of Guest Loyalty

The focus of this study is on overall guest satisfaction. By focusing

specifically on guest satisfaction, the study provided a better

understanding of guest loyalty in general.

Research literature proved that satisfaction is extremely important,

because without satisfaction, there is no way customers are loyal

(Kandampully et al., 2000; Gremler a Brown, 1997). Studies also show

that satisfaction of “a single” service encounter is not enough to achieve

high overall satisfaction, nor is it enough to ensure guest loyalty. Rather,

service encounter counts towards an overall perception of satisfaction

(Skogland a. Siguaw, 2004).

The proposed definition of customer loyalty describes guests who

hold favorable attitudes toward the hotel, commit to repurchase the

product/service, and recommend the hotel to others (Kandampully et al.,

2000). The intent of this definition, and this study, is to understand the

role satisfaction plays in the overall development of guest loyalty. As

more is learned in this study about this subset of guest loyalty, the

following chapters provide some improved understanding of guest loyalty

in general. It is the researchers’ hope that it serves as a springboard for

further research on the topic.

Summary

This chapter provided a review of several literatures. Prior to the

discussion on customer loyalty, the importance of guest loyalty in the

hotel industry was considered. This was followed by a review of

customer loyalty approaches to measure loyalty in three distinctive ways;

behavioral, attitudinal, and composite measurements. Based on the

review of loyalty concepts, a composite approach to guest loyalty was

adopted.

Next, factors influencing the relationship between guest loyalty and

guest satisfaction were discussed. Satisfaction with a product or service

offered was identified as a key determinant for loyalty. As a result of the

literature review and for the purpose of this study, guest satisfaction was

defined as an overall evaluation of performance based on all prior

experiences with the hotel. Furthermore, two theoretical bases in which

to examine guest satisfaction were explored. Comparison-level theory

and the patronage literature provided the theoretical underpinnings for

the guest or customer loyalty construct. Photo-elicitation was presented

as a method aiding understanding in how guests perceive their

environment, their service encounter, as well as in determining factors

making them more or less satisfied. This chapter concluded with a

discussion of how services differ from each other and how customer

satisfaction may differ across services.

CHAPTER 3 -

METHODOLOGY

In this chapter, the major aspects of the methodology for the

qualitative phase of the study are addressed. This includes a discussion

of the research design, methods, the information sheet construction,

measures used, and data analysis procedures.

Qualitative Study Design

There is a saying, “a picture is worth a thousand words”. Photo-

elicitation, as quality research method, is all about providing a picture

and until recently, it was done without words. Now that cameras and

optical technology have become more sophisticated, words can be

provided along with pictures. The combination of images and text provide

a rich source of information with the purpose of examining the

relationship between guest loyalty and guest satisfaction.

Collier, (1967) first described the photo- elicitation interview. Since

then this technique has been used to conduct research in anthropology,

education, community health, psychology, and sociology (Carlsson,

2001; Harper, 2002). Until today, little work has been done in the hotel

industry “per se”, and from that point of view, this research represents a

quite unique approach. Traditionally, hotel operators typically receive

feedback about guest experiences through three approaches:

1. Comment cards and surveys (either paper-based, phone-based, or

online),

2. Mystery shopping, and

3. Focus groups or depth interviews with guests to find out about their

expectations and experience.

While these techniques give the operator certain types of

information, they don’t allow assessment of design elements beyond

verbal comments or a simple rating scale (Pullman a Robson, 2006).

Since the above feedback methods are not necessarily the most

effective way of evaluating guest perception of hotel design issues, it

was the idea of the researcher to use an image-based guest-research

tool known as photo- elicitation.

Previous researchers indicated that photographic images can act

as a “can opener” for deeper reflection and discussion; both being

enormously helpful in communicating guests’ impressions of design

elements that may be hard to put into words (Pullman a Robson, 2006).

In photo-elicitation, guests were asked to take photographs of

physical elements they considered important then discussed these

images in an interview. As discussed in the previous chapter, the

standard by which someone determines guest satisfaction with hotel’s

service system design along with whether that person switches or

remains in that relationship was founded on comparison-level theory.

The manner in which a hotel service system design experience is

assessed is largely based on the next-best alternative relationship. As

soon as the current level of outcomes drops below the perceived

comparison level for alternatives, the customer is motivated to leave the

relationship (Thibaut and Kelley, 2001). Thus, the assumption being

made is that guests who are satisfied with a service design when

compared with available alternatives report greater loyalty to that service

design than dissatisfied guests.

Method

Data collection and analysis for this study were taken from June

2007 until May 2008. Data for this qualitative study was gathered using

photo-elicitation and interviews with 15 participants of the Hotel Bristol in

Opatija, Croatia.

Hotel Bristol is a 78-room, four star property located in the Northern

Adriatic, in the well known city of Opatija. The city of Opatija is situated in

the Kvarner Bay, the point where the Mediterranean cuts deepest into

Central Europe, into the foot of the Učka Mountain (1.401 m / 4.596 feet).

Due to its relatively stable temperatures (winter average: 9°C / 48.2°F,

summer average: 28°C / 82.4°F), its high pressure and constant

circulation of air, Opatija´s climate is calming and refreshing. The

contrast of the sea and mountains, the greenery of its parks along with

the blueness of the water, the old buildings and modern comfort, fun

amusement parks and quiet resorts make Opatija and its surroundings

captivating for tourists all year long. Hotel Bristol is located in the city

centre, across the central city park and only a few steps from the sea

side. Originally build in 1906, and recently renovated, today represents

one of the best examples of the former imperial glory. The hotel is

affiliated with the hotel chain, Vienna International Hotels and Resorts; is

managed by the same company; and is positioned as a historic hotel

with modern day charm. It has a restaurant and a Viennese-style Café

Palme, as well as three conference rooms and wellness area. Room

rates range from € 72 to € 223.

A pool of potential interview participants has been generated; first

by contacting hotel’s front office personal about upcoming guest arrivals.

Upon their arrival, a guest is approached and asked whether they would

be willing to participate in the study.

The participants were handed a digital camera for use,

accompanied with a token gift, an instruction letter, and an information

sheet to complete. The instruction letter requested guests to use the

camera to take photographs of anything in the hotel that made an

impression on them, whether favorable or unfavorable. Participants were

encouraged to take the pictures anywhere on the hotel property. They

would then meet with a researcher after a day or two for an interview.

For the interview, the participants were asked to pick five photographs

illustrating the most significant aspects of their stay then to sort those

images from most to least positive. The participants and the researcher

then reviewed the photographs using in-depth interviewing techniques, in

which the researcher asked the participants for specific explanations of

the images, including the meaning(s) they ascribed to their experience,

and the value of the photographs in explaining their experience. The

interviews were transcribed for each accompanying photograph

discussed.

Construction of the Information Sheet

The information sheet requests contact information, demographic

information, the use of the hotel (e.g., frequency of stays, length of

relationship, factors considered in making a reservation, and type of

traveler), as well as responses to a brief set of satisfaction and loyalty

scales. In addition to three items for overall satisfaction, ambience and

service, scale items measured the following loyalty behavior items:

commitment to repurchase the product/service and recommendation the

product to others.

Guest loyalty and guest satisfaction were measured using Likert-

type scale, ranging from 1 to 5 (Appendix B). The questionnaire items

were based primarily from studies anchored in marketing and social

psychology. These items were intended to be generally applicable to the

hotel environment.

Measurement of Satisfaction and Loyalty Scales

The items used in the scale were primarily extracted from those

developed by Rust and Zahorik (1993) and by Ganesh, Arnold, and

Reynolds (2000). That is, the measurements of guest satisfaction and

guest loyalty we used in this study followed previous studies, but the

scales were modified for this specific study.

The guest satisfaction scales were designed to measure the

guest’s evaluation of the hotel together with the photographs taken by

the participants. Responses were based on a 5-point scale ranging from

“very dissatisfied” to “very satisfied”.

Overall satisfaction was measured by asking the respondents to

rate the following question: “Overall, how satisfied are you with the

hotel?” The purpose is to obtain an overall understanding of the

performance evaluation.

Following this was the measurement of guest satisfaction with the

reception, food and beverage, guestroom, and hotel price. It is believed

by literature that these variables are important factors in determining

guest loyalty; simply because customers tend to repurchase and

recommend a business with a favorable image in the belief that it

provides an assurance of high quality goods and services (Kandampully

et al., 2000).

In this study, ambience is another variable of measurement;

especially in terms of hotel location, interior design, hotel’s atmosphere

and external appearance as it affects guest satisfaction.

To understand guest satisfaction in a different way, participants

were asked how they perceive the performance of hotel service

compared to their other hotel experiences. This item is implicitly similar

to the overall satisfaction question, except it is also asks the participants

to explicit take other hotel experiences into consideration.

To capture the multi-dimensionality of loyalty behavior, the

questionnaire contained multiple items including: price insensitivity,

repeat-patronage intentions, and the propensity to spread positive word

of mouth. Adapting these items to the lodging business, related items are

used to better understand the guest-loyalty construct. Loyalty items are

assessed on 5-point scale, ranging from “strongly disagree” to “strongly

agree”.

The discussion in Chapter 2 proposed three dimensions of loyalty:

behavioral, attitudinal, and composite. For the purpose of this study, the

composite approach to guest loyalty, which includes attitudinal and

behavioral aspects, was adopted.

The behavioral dimension of loyalty is described as repeat

purchase behavior; when the customer continues to return to the service

provider for service on a regular basis over an extended period of time.

For the hotel sample, these measures include: guest propensity to say

positive things about the hotel to others; recommendation to friends and

family; and intent to repurchase the product. If the guests say positive

things about the hotel and recommend the hotel to others, then the third

question becomes increasingly important because it is necessary to

cover the possibility that even if a participant answered positively to

recommend the hotel, he/she might not have wanted to choose the same

hotel again, given other choices. Then we argue, in some sense, he/she

could not be judged as behaviorally loyal as the item would suggest.

The second dimension of loyalty, the attitudinal dimension, is

described as the positive feelings a customer has about a particular

service provider. This dimension basically includes a positive attitude

towards the provider with two items used to measure this dimension.

The composite dimension of customer loyalty is concentrated with

choice or selection. That is, the loyal customer may be aware of other

opinions, but chooses to make the service provider his/her first choice

whenever considering purchase of this type of service. One item is used

to measure this dimension.

Data Analysis Procedures

The researcher conducted an inductive thematic analysis using

both the participant's photographic images and the interview transcripts.

The interview transcripts were read repeatedly until four categories

emerged from the data. These four categories formed the basis from

which we stored and retrieved the interview and photographic data. The

basic unit of analysis was a quote or photograph. A quote was defined as

a statement made by a participant that expressed a single feeling or idea

about hotel’s service system design elements.

Summary

In summary, data analysis began when data collection began; it

was a "simultaneous process" (Merriam, 1988). This chapter described

details of the design, sampling method, and survey instrument employed

in the qualitative phase of this study.

CHAPTER 4 -

DATA ANALYSIS AND RESULTS

Results of the data analysis are presented in this chapter. As this

study was designed to determine to which extent satisfaction fosters

loyalty, photo-elicitation techniques, questionnaire, and interview

techniques were used to demonstrate guests´ propensity to recommend

the hotel and to come again.

This chapter:

• Presents characteristics of the sample.

• Analyzes results of the guest survey, which includes loyalty questions.

• Evaluates the photo-elicitation technique.

• Discusses the results of the hypotheses.

Sample

The sample population in this study was composed of guests who

stayed in the Hotel Bristol between July 2007 and May 2008. The

questionnaire was distributed to 15 individuals when they checked into

the hotel. Table 4-1 presents the description of the respondents.

An analysis of the data revealed that the 53.3% of the respondents

were female, 40% between age 31-40 with the majority of them

experiencing the Hotel Bristol for the first time. Business travelers

constituted 6.6% of the respondents, leisure travelers totaled 66.6%, and

conference travelers count for 13.3% percent, representing the same

number of travelers with personal reasons.

Table 4-1 Description of the Respondents

Number %

Gender:

Female

Male

53.3

46.6

Age:

30 or less

31 – 40

41 – 50

51 – 60

61 – 70

71 or more

6.6

40.0

13.3

26.6

13.3

Visited hotel Bristol before:

Yes

Never before

13.3

86.6

Primarily purpose of stay:

Business

Leisure

Both business/leisure

Conference

Personal

6.6

66.6

13.3

Nationality:

Austria

Bosnia & Herzegovina

Italy

Germany

Slovenia

Spain

United Kingdom

Australia

USA

Croatia

13.3

6.6

13.3

6.6

13.3

Also, data analysis in Table 4-2 showed that most of the

respondents found necessary information about the hotel using the

Internet. When asked the reason for choosing that particular hotel, 34%

of the respondents indicated the favorable hotel category, as showed in

Table 4-3.

Table 4-2 Source of Information

Source of information

Travel

Agency

Advertisement Family &

friends

Previous stay Internet Other

Table 4-3 The Reason of Arrival

The reason of arrival

34%

13%

20%

13%

Price

Category

Recommendation

Vacation & relaxation

Traffic accessibility

Other

Analysis of the Guest Survey

Table 4-4 summarizes the key satisfaction measures obtained from

the guest survey. Mean scores based on a scale of 1 to 5 are indicated,

with 5 equaling a high degree of satisfaction. As in service quality

studies, the most important factor is the percentage of guests expressing

dissatisfaction. Table 4-4 reveals the percentage of respondents who

selected 1 or 2 on the scale of 5; thereby, revealing a high degree of

dissatisfaction with the item.

Results showed in Table 4-4 also point out several potential

problems under site elements; all of which can be considered essential

services. Quality of the food and beverages is perceived to be

inadequate (20% reporting dissatisfaction) and are the ambience of the

food and beverage area (20%), the room amenities (6.67%), and the

room comfort (6.67%). Staff members were not a source of

dissatisfaction, with the majority of guests mostly satisfied with the

personnel performance.

Table 4-4 Satisfaction Ratings from the Guest Survey

Satisfaction Elements Means

(out of 5)

Dissatisf. Neutral Satisfied

Front desk / Reception

Q1. Courtesy and friendliness of

associates

Q2. Quickness and efficiency of

associates

Q3. The physical appearance of the

reception area

Q4. The ambience of the reception

area

4.53

4.40

4.73

4.40

0.00

6.67

0.00

93.33

100.00

Guestroom

Q5. The willingness and ability of

the personnel to provide service

Q6. The room amenities

(e.g. TV, lamp, phone, mini-bar etc.)

Q7. The room comfort

Q8. Room cleanliness

4.07

3.87

4.53

0.00

6.67

0.00

33.33

20.00

26.67

20.00

66.67

73.33

66.67

80.00

Restaurant and Bar

Q9. Courtesy and friendliness of

associates

Q10. Quickness and efficiency of

associates

Q11. Quality of food and beverages

Q12. The ambience of the F&B

area

4.60

4.40

4.07

4.00

0.00

20.00

6.67

0.00

6.67

93.33

100.00

73.33

Ambience

Q13. Hotel location

Q14. Interior design

Q15. Hotel's atmosphere

Q16. External appearance

4.53

4.87

4.47

4.87

0.00

13.33

0.00

6.67

86.67

100.00

93.33

Service Quality

Q17. Quality of service compared to

other hotels of the same category

4.33

0.00

6.67

93.33

Guest satisfaction

Q18. Overall, how satisfied are you

with the hotel?

Q19. How satisfied are you of the

value for the price you paid?

4.13

4.33

0.00

13.33

6.67

86.67

93.33

→ in red the lowest mean

→ in blue the highest mean

Findings from Table 4-4 suggest guest satisfaction with reception,

guestroom, food and beverage, ambience, and price are important

factors in determining customer loyalty. Previous studies showed that the

image of the location, employee attitude, facilities, and services of a hotel

constitute important factors in determining customer loyalty (Ostrowsky

et al., 1993). Therefore, customers tend to carefully examine all

satisfaction elements since they are important indicators in determining

whether to repurchase and/ or to recommend. In this study, a finding

indicated in Table 4-4 customer satisfaction with the guestroom has the

lowest mean, particularly in the room comfort score of 3.87. Taking into

consideration the results from the Table 4-3, where guests indicated that

hotel category is one of the most important attribute for their arrival, this

brings us to a conclusion that guestroom elements are highly important

in their perception. One possible explanation is that from a customer

perspective, the guest room represents the core benefit of a hotel

(temporary accommodation), while reception, food and beverage,

ambience, and price are regarded as supporting factors (factors assisting

the delivery of the hotel’s core benefit). Consequently, hotel guests

perceive satisfaction with the room category and room comfort to be

more important than satisfaction with other hotel elements; although the

most dissatisfaction was shown to be with the Food and Beverage

Department. This means the guestroom is most important element in

deciding whether to return, recommend, and demonstrate loyalty to the

hotel. This conclusion is totally opposite from what hoteliers perceived

until today, where food and beverage along with hotel amenities were

kept highly on their list of importance.

When the satisfaction elements in Table 4-4 were analyzed, it

indicated hotel image and customer satisfaction with the reception, along

with guestroom, food and beverage, ambience, and price are important

factors in determining a customer’s intention to repurchase, to

recommend, and exhibit loyalty. Among these determinant factors,

customer satisfaction with the guestroom could be perceived as a major

consideration when guest repurchase, recommend, and exhibit loyalty.

This finding certainly helps us in the analysis that follows; particularly

with photo-elicitation.

Loyalty

The discussion in Chapter 2 proposed three dimensions of loyalty:

behavioral, attitudinal, and composite. For the purpose of this study, the

composite approach to customer loyalty, which included attitudinal and

behavioral aspects, was adopted. Six measures of guest loyalty used in

this study were the respondent’s intent to return and their willingness to

perform marketing activities, such as recommending the hotel to others.

Table 4-5 Indication of the Guest Agreement or Disagreement with

the Statements

Statements Means

(out of

Disag. Neutral Agree

Q20. I say positive things about this

hotel to others

4.53 0.00 6.67 93.33

Q21. I would highly recommend the

hotel to my friends and family

4.53 0.00 6.67 93.33

Q22. I am considering repurchasing

this hotel

4.40 0.00 26.67 73.33

Q23. I really like staying in this hotel 4.53 0.00 13.33 86.67

Q24. I believe this is a good hotel 4.40 0.00 13.33 86.67

Q25. I consider this hotel to be my first

choice when I travel next time

4.13 0.00 20.00 80.00

Results from Table 4-5 verified the nonlinear and asymmetric

relationship between guest satisfaction and guest loyalty. Namely, if the

guest expressed satisfaction below 4.50 with the hotel elements, then in

most cases this meant she/he would not consider repurchase of this

hotel’s services again. Based on the research presented by Bowen and

Chen (2001), two critical thresholds affects the link between satisfaction

and loyalty. On the high side, when satisfaction reaches a certain level,

loyalty increases dramatically. At the same time, when satisfaction

declined to a certain point, loyalty dropped equally dramatically. In this

study, as the guest satisfaction measurements raises one unit from 4 to

5, the guest loyalty indices increase by over 100%.

Furthermore, the results of this study were somewhat consistent

with Bowen and Chen (2001) study, where a minor change in satisfaction

can lead to a substantial change in loyalty increment. With a total of

93.33% of the respondents very satisfied (5) and 6.67% of the

respondents scoring a (4), strongly agreed that they would recommend

the hotel they were loyal to when the topic of the hotel came up in the

interview. Nevertheless, the results showed that as the statement’s value

declined from “strongly agreed” (5) to a 4, the willingness to

communicate a positive message of the hotel dropped more than 50%.

This led to the conclusion that there exists a very thin, but

distinctive linkage between guest perception of satisfaction, ultimately

affecting guest loyalty. Therefore, it is important for today’s Hotel

Managers to realize that having satisfied guests is not good enough; they

must have extremely satisfied guests. Moreover, findings in this study

indicated a small increase in guests’ satisfaction boosted guest loyalty

dramatically. In addition, understanding the extremely satisfied guests

repeat patronage, Hotel Managers can save on marketing expenses due

to the marketing power of the extreme satisfied guests. In other words,

Hotel Managers must not be content with just having satisfied guests;

rather they need guests who are very satisfied. Unfortunately, today’s

practice in Croatia indicates that the majority of Hotel Managers express

little or no interest in this distinction.

Taking into consideration Question Q22 of this study, which

determined the relationship between overall satisfaction and repeat-

purchase behavior, findings indicate it as the last favorable attitude of the

guest regarding the hotel. Although, marketers have long advanced the

presence of guest satisfaction as instrumental in ensuring repeat

business, guest satisfaction does not appear to have the substantive and

sweeping effect on guest loyalty, which was previously assumed. This

means that the key for greatly improving loyalty in the number of

repeated purchases is not in guest satisfaction; nor did this study support

the “people factor” (i.e., service quality) in terms of tangibility, reliability,

responsiveness, assurance, and empathy as being the most salient in

determining repeat purchases (Skogland and Siguaw, 2004).

Incremental improvements in customer satisfaction may improve

consideration, but based on the evidence presented in this study showed

it does not improve loyalty “per se”.

Photo-Elicitation

Based on the notion that the typical survey fails to capture all the

details of how guests view a hotel’s design and operation, photo-

elicitation technique was used as a tool for acquiring more in-depth

images. This provided a better understanding of guest reflection on the

property and impressions of design elements, which may be hard to put

into words and ultimately favorably affecting guest satisfaction.

The idea behind photo-elicitation was to simply ask guests to take

photographs of the hotel’s design elements along with their impressions

of experiences then to discuss those photographs in a personal

interview.

The participants brought a total 56 photographs to the interviews,

resulting in a mean of 3.73 photographs per participant with a range of 3

to 6 photographs. Many of the images taken by guests suggested design

elements that don’t directly relate to the delivery of a specific service, but

rather contribute to the guest’s total impression of the environment and

the level of services provided or implied by that environment. In that

regard guests’ responses fell into the following four categories:

Historic Heritage

Historic heritage describes elements providing a sense of location,

time, or culture. In the case of this study, the hotel attempts to capitalize

on its distinctive heritage; namely, the hotel’s architecture reflecting its

former imperial glory. The magnificent details of the façade and

moldings, wrought-iron balcony and large windows are just some

elements distinguishing this hotel from its competitors. Historic heritage

for this hotel included the view from outside of hotel (Plate 1, in Exhibit 1)

and side facing the main road (Plate 2, in Exhibit 1) showing beautiful

façade ornaments and details capturing the attention of the each hotel

visitor and pedestrian passing by.

Exhibit 1. Historic Heritage

Almost all the guests who participated in the research took the

picture of the hotel façade. With those pictures, guests tended to mention

the emotional impact of design, such as feelings of history (hotel built in

1906), past imperial glory of Austro-Hungarian Empire, beautiful façade

details that attract them to visit the hotel, all allowing them to feel like

royalty. According to the guest feedback from the personal interview, this

favorable external look was the major reason for their visit to this hotel. In

this way, it increased their satisfaction.

Plate 1

(left) capture the outer

facade of the hotel

with its

distinctive yellow color.

Plate 2

(down) present hotel

front side facing the main road

which attracted the guest

on the

first sight.

The plates in Exhibit 1 are examples of depictions of historical

heritage attracting guests.

Plate 1. The hotel appearance made a huge impression on the

guest; particularly for its distinctive yellow color. Since they where

looking for hotel over the Internet, (in our study 38% of the respondent

booked the hotel over the Internet), they immediately decided to stau at

this hotel as a result of seeing the hotel pictures.

Plate 2. “Hotel looks really nice with the palm trees in front of it and

with colorful background” (D. Carev, Personal Communication, April 22,

2008).

Design Functionality

While similar to historic heritage, design functionality relates to the

effectiveness of an element in terms of achieving a specific goal.

Previous research by Pullman and Robson (2006) identified design

functionality images, which depicted practical elements and impression

elements guests expected to be present and fully functional as part of

any hotel stay at a similar property. Guests in this study confirmed this

conclusion and explained during interviews why certain images were

taken in regard to their satisfaction. Examples of design functionality are

shown in Exhibit 2, including a flower vase in the hotel entrance (Plate 3)

and hotel Café (Plate 4). Following that were Bar Lamp (Plate 5) and the

hotel elevator (Plate 6). The last two plates (Plates 7 and 8 in Exhibit 2)

represent hotel hallway with its distinctive details.

Exhibit 2. Design Functionality

According to the researcher, Plate 3 and Plate 4 are similar in that

both plates invoke an emotional impact of design, influencing the guests’

notion of a warm welcome and a feeling of friendliness in the public

areas.

Plate 3. Guests expressed the notion that the flower vase, large in

size, gives them a feeling of great welcome when entering the hotel

premises, stating, “nice and large vase for welcoming party” (D. Carev,

Personal Communication, March 8, 2008). Also they noted the vase has

a nice contrast with the white background wall, which makes it easy to

observe. Based on the customer input, it is the researchers’ conclusion

that this influenced their satisfaction level in a positive way.

Plate 3

, Flower vase on the

entrance for guest presents a

warm welcome.

Plate 4

, Interior of hotel Cafe

captures the sense of warmth

and friendliness.

Plate 4. Café is usually the center point in every hotel as guests

tend to spent their relaxing time in a pleasant atmosphere while enjoying

coffee and reading their favorite daily newspaper. In the interviews,

guests explained they highly appreciated the Café area because of

design, which gave them a sense of warmth and friendliness. Some

stated, “Colors are so relaxing” (D. Carev, Personal Communication,

April 18, 2008) and “I love the feeling of history” (D. Carev, Personal

Communication, October 8, 2007).

Plate 5 and Plate 6 represent design functionality in its essence as

both elements are expected to be present in the hotel. As a result of the

design, greatly improved guest experience.

Plate 5

(below) Bar Lamp

represents the typical element of

design functionality because it

improves the hotel experience.

Plate 6

(at right) Guest depicts

the functionality of the hotel

elevator in two words – spacious

and modern.

Plate 5. Guests find the lamp with the unusual shape as modern in

style, while at the same time providing additional ambience to the hotel’s

historical flair.

Plate 6. The guest wanted to depict the elevator as spacious and

modern, one of the hotel advantages. He pointed out that he particularly

liked that more people with their luggage can fit into the elevator. He

mentioned this was not the case in other competiting hotels.

Plate 7 and 8 draw the attention to hotel’s corridors. This study

confirms that guests do notice details and as exampled above, express

their opinion, which influences their satisfaction level.

Guestroom Experience

While guests took images in almost all parts of the public areas of

the hotel as well as of the exterior of the building, guestrooms were the

most commonly photographed areas. This makes sense because

guestrooms are places where the guest feels most comfortable taking

photos. That is why this category was formed alone in hope of capturing

The guests appreciated

the hotel corridor

plate

(at left) because of

decoration and the fact

that the corridor goes in

a circle.

Plate 8

(at right) nice

details in the corridor

depicts wall paintings

and flower vase.

the guest experience with the room features. It refers to the elements

guests find in the room from room amenities, comfort, and other

guestroom accessories making anyone’s stay more enjoyable. Examples

of guestroom experience showed in Exhibit 3 include hotel bed and

describing lack of comfort (Plate 9). The Plate 10 shows massive room

armoire with appropriate design that fits into the hotel image. In Plate 11

wires that connect the standing lamp could be folded in a better way in

order for the lamp switch to be more accessible. Plate 12 guests

expressed dissatisfaction for not having slippers in the room. The

bathroom experience is depicted in Plate 13 and Plate 14 showing large

and spacious sink on one side and on the other side of the room the

bathtub with the glass door covering only half of it. The last two pictures

(Plate 15 and Plate 16) shows guest satisfaction with the authentic

balcony doors and the Hotel Bristol view on the park, Kvarner bay, and in

a distance the island of Krk.

Exhibit 3. Guestroom Experience

Plate 9

(at far left)

depicts the guest

dissatisfaction with the

bed comfort.

plate 10

(at left)

guest likes the design of

the armoire, and

thought it perfectly fits

in the hotel image.

Plate 11

(at far left)

wire

that connect the room

lamp is messy, and

guest t

hought the tangle

of electrical cords

reflected badly on the

hotel image.

Plate 12

(at left) depicts

guest dissatisfaction for

not having slippers.

Guest wanted to

express his satisfaction

with the bathroom sink,

she thought it is large

enough to place

cosmetic accessories

for two people (

plate

, at far left). Glass

door in bathtub is too

small (

plate 14

, at left).

Plate 15

(at far left)

commands a view to

Opatija’s central park

and in a distance sea

side of Kvarner bay.

Guest though that

balcony doors truly

depict the time when

hotel was originally

build (

plate 16

, at left).

Negative Impact

Although photographs taken by hotel guests largely demonstrate

positive attitude towards the hotel itself, several potential problems stand

out under the site elements which are considered as essential services.

Parking was perceived to be inadequate (2/4 reporting dissatisfaction),

followed by toilets (1/4), and comfort (1/4). Exhibit 4 includes

photographs of the elements guest have expressed their dissatisfaction.

Plate 17 described the Internet corner placed in the public area,

near the reception and hotel bar. In our study, only 1 guest expressed

purpose of stay to be the business reasons; nevertheless, few of the

guests were dissatisfied with the fact that they could not find the USB

connector to use.

Plate 18 shows the milk jug, made of china used during the

breakfast time and was damaged. Guests expressed discontent with a

four-star hotel, saying it should not permit dishes that do not match the

standards of a high class hotel.

Plate 19 depicts the element of most dissatisfaction with the hotel

services; that is, the parking facilities. Although nothing of the kind

revealed in the written form from the questionnaire, the personal

interview showed that guest complaints about the lack of parking space

to the front desk personal regularly. While hotel management was mostly

aware of the situation, space limitations surrounding the hotel’s location

did not permit a satisfactory resolution. Plate 19 depicts the back side of

the hotel, where Front Desk Personnel sent guests to park their vehicles.

The parking lot was always crowded. With limited space and uneasy

access, the parking lot wa not easy to manage.

Exhibit 4. Negative Impact

The last plate, Plate 20 depicts bad quality maintenance work with

clearly noticeable paint on the guestroom wall of different colors.

Although this does not directly affect any major service factors such us

satisfaction with the reception, housekeeping, food and beverage,

ambience and price, it this does affect guest perception of the quality

Plate 17

(above at left) show the Internet

desk, and lack of connection ports for

business people.

Plate 18

(above in the middle) was taken

to depict damaged china served during

breakfast.

Plate 19

(above at right) represent the

most dissatisfied element of the hotel

services – parking space.

Plate 20

(at left) present bad quality

maintenance work on the guestroom wall.

expected of 4-star hotels. Ultimately, it constituted an important factor in

determining his loyalty.

Final Input

As previously mentioned, the photo-elicitation exercise provided

more in-depth information demonstrating guest satisfaction with hotel

elements such as: exterior and interior, and ambience, which was

consistent with the results from the survey. However, it also revealed

dissatisfaction elements not seen in questionnaires (such as lack of

parking space). In this sense, it was an “eye opener”.

This study demonstrated that photo-elicitation could be used as a

viable and helpful guest feedback tool in conjunction with interviewing

techniques for a future hotel research projects. Primarily, it showed

participants were focused on details not often captured in standard guest

surveys or comment cards. It certainly helped in securing a better

understanding of the total guest experience.

Hypothesis Discussion

The hypothesis results summarized in the Table 4-6 were based on

the results from the guest survey and the photo-elicitation technique.

These results demonstrated that Hypothesis H1 was partly supported

while Hypothesis H2 and H4 largely supported. Hypothesis H3 of this

study was not supported.

Regarding hypothesis H1, the study results explained previously in

the text indicated guest satisfaction with hotel service design elements

are positively related to customer loyalty. This study showed this

hypothesis to only be partially true. The reason for that is well-explained

with photo-elicitation. The guests were enthusiastic about the design

elements in the hotel which attracted their attention and made their stay

more enjoyable. Not all guests, however, were impressed with the design

elements. Their arguments were that a favorable hotel façade and a nice

interior design were simply not enough; especially if they had trouble

finding the parking space, or if the service design element does not

match hotel standards. For example, the photo of the milk jug (Plate 18).

Although, there was evidence the hotel service design elements

influenced positively on guest satisfaction (and consequently on guest

loyalty), this study showed this influence was weak if service standards

did not mach the quality expected.

The next hypothesis (H2), indicated that customer satisfaction with

the performance of reception, food and beverage, guestroom, ambience,

and price were important factors in determining whether a guest

repurchased and/or recommended the hotel to others. In this study, it is

particularly important to note that guest satisfaction with their guestroom

was found to be significant factor in determining guest loyalty. One

possible explanation for this is that from a customer’s perspective, the

guestroom, represents the core benefit of a hotel (temporary

accommodation), while reception, food and beverage, ambience, and

price were regarded as supporting factors (factors assisting the delivery

of the hotel’s core benefit).

Our study supported this explanation as most of the photographs

by guests described guestroom amenities and comfort. Also, the guest

survey revealed that the guestroom average mean of 4.14 represented

the lowest score with guests being most involved in analyzing the Rooms

Division Department. This led us to a conclude that hotel guests

perceived satisfaction with their guestroom to be more important than

other departments and that satisfaction with their guestroom largely

influenced their decision to return, recommend, and demonstrate loyalty

to the hotel.

Table 4-6 Summary of Hypotheses

H1: Hotel service system design elements are positively related to

guest loyalty.

Partly

supported

H2: Guest satisfaction with reception, guestroom, food and

beverage, ambience and price is positively related to guest

loyalty.

Supported

H3: Satisfied guests will exhibit higher levels of purchase

involvement than will dissatisfied guests.

Not

Supported

H4: Satisfied guests will provide stronger positive word-of-mouth

than dissatisfied ones.

Supported

Hypotheses H3 and H4 were introduced in belief that satisfied

guests were positioned to be loyal to the hotel because the guests’

comparison levels should be positively disposed towards the hotel as

described in Ganesh, Arnold, and Reynolds (2002) work. Surprisingly,

however, this study showed that guest overall satisfaction was not a

determinant of repeat-purchase behavior, but it did influence positive

word-of-mouth loyalty.

In examining loyalty (Questions Q22 and Q25) in Table 4-7, it was

interesting to note that although 10 guests strongly considered

repurchasing this hotel again, this number dropped to just 5 when

considering this hotel as their first choice when they travel again. Thus,

although marketers have long advanced the presence of guest

satisfaction as instrumental in ensuring repeat business, guest

satisfaction does not appear to have the substantive and sweeping effect

on guest loyalty as previously assumed. In this case, H3 is not supported

Knowing that positive word-of-mouth is highly beneficial for any

hotel property, we used Hypothesis H4 to confirm the assumption that

satisfied guests provide stronger and more positive word-of-mouth

advertising than dissatisfied customers. This study showed that 9 of 15

guests (Questions Q20 and Q21) would say positive things about this

hotel to others and would highly recommend the hotel to their friends and

family. In this regard, Hypothesis H4 was supported. Due to its

limitations, however, the study could not explain what would happen to

word-of-mouth advertising if the guest expressed their dissatisfaction.

Namely, would the negative experience generate a stronger response

than the positive one? In this study, however, guest dissatisfaction did

not appear to be particularly dominant in terms of word-of-mouth

advertising. Rather, this study revealed that satisfaction with hotel

ambience did positively affect word-of-mouth loyalty, which supported

the findings from a prior study from Siguaw and Enz (1999) that

underscored the importance of hotel design and amenities as drivers of

guest satisfaction.

Table 4-7 Guest Propensity to Repurchase This Hotel

Overall Q22: I am considering

repurchasing this hotel

Q25: I consider this hotel

to be my first choice

when

I travel next time

Strongly disagreed Ø Ø

Disagreed Ø Ø

Neutral 4 3

Agreed 1 7

Strongly agreed 10 5

Summary

The findings from this study suggest that hotel service system

design elements and customer satisfaction with the reception,

guestroom, food and beverage, ambient, and price are important factors

in determining customer loyalty. However, the customer’s decision to

repurchase and recommend a business is only based on this belief if

assurance was given that design elements equated to high quality goods

and services.

The study also showed that guest satisfaction with the guestroom

played the most important role in determining whether a guest returned

to the same hotel again.

Further, the photo-elicitation technique proved to be a very helpful

guest feedback tool as it allowed participants to focus on details that may

not have been captured in the standard guest surveys or comment

cards.

CHAPTER 5 -

CONCLUSIONS AND RECOMMENDATIONS

Chapter 5 includes conclusions and recommendations for future

research. The conclusion of this chapter contains a discussion of

managerial implications, limitations of the study, the applicability of this

study results to other hotel properties, and direction for future research.

Management Implications

A first implication resulting from this study is that hoteliers should

not assume that by just merely satisfying their guest it will undoubtedly

ensure repeat purchases. Instead, this study showed the connection

between satisfaction and loyalty is not that strong as previously

assumed. Although, there is evidence to suggest that hotel service

design elements influence positively on guest satisfaction, and

consequently on guest loyalty, this study showed this influence is weak if

the service standards do not mach the quality expected. Thus, it is vital

for a hotel to maintain consistency in service standards.

Findings from this research also highlight that developing guest

loyalty not only depends on the hotel’s ability to increase guest

satisfaction in terms of service performance, but also on its ability to

establish a favorable attitude towards hotel design and amenities.

Hoteliers may better serve their own financial interest if invest much of

their money on developing more innovative and comfortable hotel rooms

and public spaces, thereby creating more memorable guest experiences.

Results from this study indicated that all aspects of the hotel

operation were not equally important to the guest. It was found that the

hotel room as well as the ability and willingness of the Rooms Division

Staff to offer superior service were the most important factors

determining guest loyalty. This research suggested that efforts towards

quality improvement in a hotel should focus primarily on ensuring guest

satisfaction with the guestroom. While acknowledging the importance of

all aspects of hotel operations, Managers must recognize the

significance of the guestroom to overall guest satisfaction. Thus, it is

important for management to redirect their resources into updating guest

services in the room in accordance with the requirements of their

clientele. At Hotel Bristol, there was a significant change in the guest

structure in certain months. In some months, there were more group

arrivals and business people staying in the hotel while at other times

more leisure customers were in the hotel.

Different customers have different expectations. To better serve

their needs, hoteliers must provide improved service to their targeted

guests. For group guests, this means making separate beds available.

For business guests, it means providing better communication

technology in the room; For leisure guests, it means providing a large

armoire with a sufficient number of hangers and a TV with a wide

selection of channels (preferably from their home country).

Another benefit of this study was the photo-elicitation technique, as

it provided an unusual perspective on how guests viewed a hotel. The

results showed that design elements influenced the quality of experience

and provided evidence that the hotel cared about its guests. More

importantly, participants also commented on functionality. Additionally,

results showed that leisure guests were more positive about the hotel’s

ambience than business guests.

In general, results from photo-elicitation were for the most part

consistent with the results received from the questionnaire. There were,

however, some photographs that depicted issues not obtained from the

questionnaires. These additional issues, played an important role in the

guests’ overall satisfaction with the hotel property. For example, limited

parking space, poor maintenance work in the room, etc. In this regard,

photo-elicitation providing a missing, but important visual component of

the guest’s stay, revealing dissatisfaction elements unforeseen in the

survey itself. This additional information can aid Hotel Managers in

understanding guest needs and expectations.

Limitations of the Study

Several limitations are associated with the present study. First of

all, time. While the original target for this study was 15 participants, the

process of collecting data and performing personal interviews with each

participant was found to be more time-consuming than expected.

Working as the Sales and Marketing Manager for the same company

proved to be advantageous as guests were generally happy to

participate in the research when approached by the Management Staff.

On the other hand, holding such a demanding position did not provide

sufficient time to conduct the research covering seasonality fluctuations

in business. Also time-consuming was the selection of guests staying in

hotel more than two days as this time was needed to take photographs.

Following guest selection, personal interviews were arranged. This task

was also demanding as interviews needed to be made around guest

plans and the researcher’s work obligations. Overall, the research was

successfully completed using only one digital camera and a great

amount of patience. If another similar test was to be conducted in the

future, it would be very useful to include active involvement of Front

Office Personnel in finding potential guest participants. This would save

time in their selection.

The second limitation deals with the image quality. In this study, the

digital camera proved to be a perfect tool for the photo-elicitation

technique because it allowed use for repeatedly different participants and

taking a number of picture images. Although the camera used in this

study was easy to use, the quality of the photographs the guests took

was highly variable. For example, some photographs were

underexposed, while others were overexposed or blurry. Unfortunately,

this was a factor any researcher needed to consider and did not

influence the end result of the study itself. Since digital camera models

have controls that may not be considered intuitive, the researcher

suggests that hoteliers using this technique provide instructions on how

to use whatever camera they hand out.

Finally, although little work has been conducted on the effects of

demographics on satisfaction, the initial findings of the study suggest that

hoteliers should not overlook demographic factors. Instead, Managers

are asked to analyze their own guests to gain an understanding of how

these guests differ by gender, age, purpose of stay, source of

information and the reason of arrival. For example, in this study, when

taking photographs, women paid particular attention to form, interpreted

here as the positive home-like attributes of design and the evidence of

thoughtfulness revealed through design. In contrast, men paid more

attention to the functionality of design and were more critical of it.

Framework for Loyalty Research

One purpose of this study was to provide a framework for other

hotels to replicate this research process for their own marketing

research. This study could be replicated in different hotels, chains,

restaurants and/ or in other service industry sectors. Based on the

results from this study, the following methods are recommended. The

hotel should use its database to select participants for selected targeted

groups (leisure, business, group guests’ and etc.). Due to its targeted

group, initiate the sample for a survey based on desired characteristics.

Apply photo-elicitation in cases where more information is needed on

how guests perceive their environments; particularly in terms of design

functionality and ambience to better serve their needs. Use survey

research on a continuing basis, as Managers cannot make any

conclusive decision based on one-time result. Hotel Managers are asked

to focus their research on hotel service quality level then provide service

levels meeting or even exceeding guest demand to enhance guest

loyalty.

Direction for Future Research

This study was directed to examine the connection between

satisfaction and loyalty as well as to identify attributes increasing

customer loyalty for guests visiting the City of Opatija and Hotel Bristol.

The results from this study were drawn from a small sample size of 15. A

larger sample size is desirable. The following studies can also examine

the same connection in different tourist regions and cities with different

backgrounds. Also, these studies can be focused on service quality of a

hotel industry with permanent collection of information. It is important to

emphasize that this study found service system design elements affected

service delivery and quality of the service. In that regard, future research

can also focus on commitment of employees to the organizations and job

satisfaction as direct or indirect influences on service quality of hotel

industry.

Additionally, the photo-elicitation technique proved to be a helpful

guest feedback tool with the researcher believing it could be even more

useful when used by hotel designers. Hotel designers rarely have an

opportunity to observe how guests perceive and interact with

environments once they are created; therefore, they may not be fully

aware of how some design decisions affect the guest experience

(Plate14 depicted the bathtub with the glass door covering only half of it,

and when in use, only as a shower tub. It does not prevent the sprinkle of

the water on the rest of the bathroom). This tool can really help

designers to incorporate key features such as accessible, but screened

electrical outlets, convenient and flattering lighting, and half of glass door

in the bathtub into their plans, and make informed decisions about

product sizes, finishes, and features for furnishings and fixtures.

Recommendations

The strength of this research lies in the fact that it provides an

actionable focus for Hotel Managers in their pursuit of competitive

advantage. The hotel long-term success on the market is determined by

its ability to recognize that the guest loyalty as time specific and non-

permanent; thus, requires continuous and consistent investment.

Unfortunately, it seems that in the hotel industry, it is not at the

forefront to take advantage of the disconnection between satisfaction

and loyalty. There is considerable emphasis on guest satisfaction

surveys focused on quality assurance and performance management.

This focus on quality assurance coupled with housing these programs in

Quality Departments may have inadvertently contributed to long surveys,

poor participation rates, etc. While quality assurance is important in itself,

it may have been the motivation for the surveys to include questions that

are important for protecting internal standards while straying away from

issues that are important to guest experiences during a hotel stay. For

example, quality of surroundings and the emotional aspects of staying

away from home.

The participants in our study appreciated hotel exterior and interior

of public area, design elements of lamps or large vases. Service

concerns catching guests’ attention included: poor maintenance in

guestrooms, damaged milk-jugs and shortage of parking spaces. Noting

these issues can help guide Hotel Operators in planning day-to-day

operations.

Even if a hotel seems to improve a guest’s experience with his/her

hotel stay, there is no guarantee they will return in the future and become

loyal guests. Even a satisfied hotel user is likely to be attracted by

competitive offerings on a future choice (whether they are exposed to

them in their own search process or through the bookings of a travel

agent) based on product, price, brand and service expectations. As such,

building guest loyalty requires investments on all of these service areas

to retain profitable guests.

This study confirmed that establishing loyal guests is critical for the

hotel industry. That leads to the question, How can Hotel Managers build

guest loyalty? The results presented here are just the beginning for

understanding consumers’ interaction with service design via photo-

elicitation combined survey results. The combination of images and text

provide a rich source of information for Hotel Operators for the

improvement of existing spaces and procedures. The scores of loyal

guests indicating they would definitely return serve as guidelines for

Managers for improving service quality and increasing guest loyalty. The

most important factor is to maintain focus on providing the service level

meeting or even exceeding guest demands as it has a most positive

influence on guest loyalty.

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APPENDIX A - THE GUEST SURVEY LETTER

Dear Hotel Guest:

There is more competition today among hotels than ever before. As a result,

customer loyalty is a major factor in determining which properties are successful. This

research is being conducted in an effort to examine customer loyalty and how it relates to

satisfaction and retention.

Your opinion as a hotel customer is important. This research, conducted in partial

fulfillment of the requirements for a Master Degree in Hospitality Management, will help

improve the customer service visitors like you receive. You, our guest, will be participating

in research using a digital camera to take photographs of tangible and intangible

elements in and around the Hotel you consider important. Discussion of these images will be

conducted in a follow up personal interview. Furthermore, you will also be asked to complete

the enclosed survey.

Your decision to participate is voluntary. However, to ensure results are truly

representative, it is important to complete each survey prior to the personal interview.

The results will be kept confidential. This survey will be used to determine the primary

factors contributing to customer loyalties.

In advance, thank you for taking time out of your busy schedule to respond to my

request. If you have any questions, please feel free to contact me. I will be happy to answer

any questions or concerns you my have.

Respectfully,

Danijel Carev

MS Candidate

“Your opinion makes us different”

GUEST SURVEY QUESTIONNAIRE

Bristol Hotel **** HR-51410 Opatija, Ulica Maršala Tita 108

Tel.: +385 51 706 300, Fax: +385 51 706 301, in[email protected], www.hotel-bristol.hr

APPENDIX B - THE MODEL OF SURVEY QUESTIONNAIRE

Each questionnaire item is grouped by the construct it is intended to measure.

All items are measured on 5-point scale.

The following sections pertain to how satisfied/dissatisfied participant are with

the various aspects of the hotel.

Satisfaction with reception/front desk

Q1. Courtesy and friendliness of associates

Q2. Quickness and efficiency of associates

Q3. The physical appearance of the reception area

Q4. The ambiance of the reception area

Satisfaction with guestrooms

Q5. The willingness and ability of the personnel to provide service

Q6. The room amenities (e.g. TV, lamp, phone, mini-bar etc.)

Q7. The room comfort

Q8. Room cleanliness

Satisfaction with food and beverage

Q9. Courtesy and friendliness of associates

Q10. Quickness and efficiency of associates

Q11. Quality of food and beverages

Q12. The ambiance of the food and beverage area

Satisfaction with the ambience

Q13. Hotel location

Q14. Interior design

Q15. Hotel’s atmosphere

Q16. External appearance

Satisfaction with service quality

Q17. Quality of service compared to other hotels of the same category?

Guest satisfaction

Q18. Overall, how satisfied are you with the hotel?

Q19. How satisfied are you of the value for the price you paid?

Please indicate how strongly you are agree or disagree with each of the

statement presented below.

Loyalty

Behavioral loyalty

Q20. I say positive things about this hotel to others

Q21. I would highly recommend the hotel to my friends and family

Q22. I am considering repurchasing this hotel

Attitudinal loyalty

Q23. I really like staying in this hotel.

Q24. I believe this is a good hotel.

Composite loyalty

Q25. I consider this hotel to be my fist choice when I travel next time.

APPENDIX C - THE SURVEY QUESTIONNAIRE

USED IN STUDY

Front desk / Reception

Courtesy and friendliness of associates

Quickness and efficiency of associates

The physical appearance of the

reception area

The ambiance of the reception area

Guestroom

The willingness and ability of

the personnel to provide service

The room amenities

(e.g. TV, lamp, phone, mini-bar etc.)

The room comfort

Room cleanliness

Restaurant and Bar

Courtesy and friendliness of associates

Quickness and efficiency of associates

Quality of food and beverages

The ambiance of the food and

beverage area

Ambience

Hotel location

Interior design

Hotel’s atmosphere

External appearance

Service Quality

Quality of service compared

to other hotels of the same category?

Guest satisfaction

Overall, how satisfied are you

with the hotel?

How satisfied are you of

the value for the price you paid?

Please indicate how strongly you agree or

disagree with each of the statement

presented below.

I say positive things about this hotel

to others.

I would highly recommend the hotel

to my friends and family.

I am considering repurchasing this hotel.

I really like staying in this hotel.

I believe this is a good hotel.

I consider this hotel to be my fist choice

when I travel next time.

And You, our Guest

Room nr. Arrival date

1. Gender:



Female



Male

2. Age: 30 or less ____ 31 – 40 ____ 41 – 50 ____

51 – 60 ____ 61 – 70 ____ 71 or more____

3. Have you ever stayed in h. Bristol before?

(a) Yes. (b) No.

4. Which of the following best describe your trip?

____ (a) Business ____ (b) Leisure

____ (c) Both business/leisure ____ (d) Conference

____ (e) Personal

5. How many times do you stay at a hotel a year on

average? ____ times.

6. Do you usually stay with a particular hotel chain when you travel?

(a) Yes. (b) No. (c) sometimes/depen.

(d) N/A

7. How did you find out about hotel Bristol?

8. For what reason did you choose hotel Bristol?

9. Country of origin

10. If you like in the future to receive news about hotel Bristol,

Opatija, Vienna International, kindly provide us with your e-mail

address in the box below.

THANK YOU VERY MUCH!

Travel agency Advertisement Family & friends

  

Previous stay Internet Other

  

Price Category Recommendation

  

Vacation & relaxation Traffic Other

accessibility

  

Your suggestions & comments

Very Very

Dissatisfied

Satisfied

Please rate the following questions on a scale of

(Very Dissatisfied) to

(

Very Satisfied

Disagree

Agree

Reservation service

Tel: +385 (0)51 711 671

Fax: +385 (0)51 271 317

info@hotel-bristol.hr

reservation@hotel-opatija.hr

www.hotel-bristol.hr

Bristol Hotel







Croatia

Ulica Maršala Tita 108

HR – 51410 Opatija

Your opinion

makes us different

Quality program