What Do Guests Look for in a Hotel? a Multi-Attribute Approach
This study assesses the relative strengths and weaknesses of a hotel, Holiday Inn, as viewed by two customer segments: business travelers and vacationers. The evaluation is based on the analytical framework of importance-performance analysis using 28 hotel attributes. Despite some differences, there are a number of similarities between the two segments in terms of the attributes they rely on when choosing a hotel and how they evaluate Holiday Inn on these attributes. These insights are important to the management in designing pointed strategies to better serve the needs of their guests.
Yavas, Ugur; and Babakus, Emin. 2003. What Do Guests Look for in a Hotel? a Multi-Attribute Approach. Services Marketing Quarterly. Vol.25(2). 1-9. https://doi.org/10.1300/J396v25n02_01 ISSN: 1533-2969