What an ideal hotel would be like according to couples in luxury hotels?
Anferova, Anastasia (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020120426265
https://urn.fi/URN:NBN:fi:amk-2020120426265
Tiivistelmä
Due to continuous technological developments more and more people prefer searching for information through Internet. Online customer reviews play an essential role for customers´ decision making. Electronic word of mouth is also considered as an important tool for hoteliers to get to know better their customers´ needs and wants.
This thesis is research orientated. The main purpose is to describe what an ideal hotel would be like based on online customer reviews. The topic was narrowed down in the way that the research is concentrated only on couples´ experiences in luxury hotels. Luxury hotels were chosen because they are the most challenged in creating an outstanding experience for their guests as the customers´ expectations are often higher comparing to other types of hotels. Couples were chosen because they seem to be an interesting segment for analysis. Couples have different motives why they travel together, for instance, improving relationship, reconnection, and romance. They are looking for specific experiences and, thus, they are likely to spend more money than other guest segments. The theoretical part considers the most important concepts related to the topic. It is
explained the importance of analysis of online customer reviews. It is given the definition of customer satisfaction. It is reflected about the meaning of luxury as well as its lately trends in hotel industry. It is also considered couples as a segment and their motives why they travel together. In the end of the chapter there is presented literature review about previous studies related to the topic. The study uses the qualitative content analysis for the research. This method allows to concentrate more deeply on the meaning of the data and analyse it in more details. In order to describe an ideal luxury hotel for couples there were a need to analyse the main determinants of couples´ satisfaction and dissatisfaction. The data was analysed through
the coding frame where the information units were divided into four main categories: hotel service, hotel staff, hotel room, and hotel location. The empirical part is concentrated mostly on the results of the research. There are discussed the findings in relation to the determinants of couples´ satisfaction as well as their dissatisfaction in luxury hotels. Both was found with respect to the main categories depending on couples´ expectations. Based on the analysed material an ideal luxury hotel for couples was described through the couple´s experience in the ideal hotel X. An ideal luxury hotel for couples would be perfect in its services. It would have professional staff who genuinely cares about each individual guest. The room would be big and spacious with beautiful view of the city. It would be centrally located. In the end there are discussed the results of the research with respect to previous studies as well as given suggestions for future development.
This thesis is research orientated. The main purpose is to describe what an ideal hotel would be like based on online customer reviews. The topic was narrowed down in the way that the research is concentrated only on couples´ experiences in luxury hotels. Luxury hotels were chosen because they are the most challenged in creating an outstanding experience for their guests as the customers´ expectations are often higher comparing to other types of hotels. Couples were chosen because they seem to be an interesting segment for analysis. Couples have different motives why they travel together, for instance, improving relationship, reconnection, and romance. They are looking for specific experiences and, thus, they are likely to spend more money than other guest segments. The theoretical part considers the most important concepts related to the topic. It is
explained the importance of analysis of online customer reviews. It is given the definition of customer satisfaction. It is reflected about the meaning of luxury as well as its lately trends in hotel industry. It is also considered couples as a segment and their motives why they travel together. In the end of the chapter there is presented literature review about previous studies related to the topic. The study uses the qualitative content analysis for the research. This method allows to concentrate more deeply on the meaning of the data and analyse it in more details. In order to describe an ideal luxury hotel for couples there were a need to analyse the main determinants of couples´ satisfaction and dissatisfaction. The data was analysed through
the coding frame where the information units were divided into four main categories: hotel service, hotel staff, hotel room, and hotel location. The empirical part is concentrated mostly on the results of the research. There are discussed the findings in relation to the determinants of couples´ satisfaction as well as their dissatisfaction in luxury hotels. Both was found with respect to the main categories depending on couples´ expectations. Based on the analysed material an ideal luxury hotel for couples was described through the couple´s experience in the ideal hotel X. An ideal luxury hotel for couples would be perfect in its services. It would have professional staff who genuinely cares about each individual guest. The room would be big and spacious with beautiful view of the city. It would be centrally located. In the end there are discussed the results of the research with respect to previous studies as well as given suggestions for future development.