Antecedents of Business Travelers’ Satisfaction

Abstract

The concept of business travelers’ satisfaction is acknowledged as the most important component to the success of hoteliers around the globe. Yet, the extant literature is largely focused on the context of Western countries. A better awareness of business travelers’ satisfaction in non-Western countries could help scholars and hoteliers to understand the full picture of business travelers’ satisfaction. This study, therefore, investigates and discusses the antecedents of business traveler’s satisfaction in Latin America, specifically Panama. A total of 216 business travelers’ reviews and feedback on the TripAdvisor website were reviewed and content analyzed. The findings suggest that physical hotel facilities, bedroom attributes, hotel facilities, staff attributes, restaurant attributes, hotel location, and price factors are responsible for generating business travelers’ satisfaction in the Panamanian context. Limitations of this study and the avenues for future study are also discussed.

摘要

“商务旅客满意度”概念被视为全球酒店经营者成功的最重要指标。然而，现存的相关论述主要集中在西方国家背景下。更好地认识非西方国家的商务旅客满意度可帮助学者和酒店经营者全面了解商务旅客的满意程度。因此，本研究调查和讨论了商务旅客在拉丁美洲（特别是巴拿马）的满意度情况。本调查审阅了总共216位商务旅客的评论和在TripAdvisor网站上的反馈并进行了内容分析。研究结果表明，酒店硬件设施、卧室配置、酒店设施、工作人员素质、餐厅风格、酒店位置和价格因素等都会影响巴拿马境内商务旅客的满意度。本文还讨论了此项研究的限制和未来的研究途径。

Keywords:

• Business traveler
• Panama
• satisfaction
• taxonomy