Sealing the Deal: Factors Influencing Guest Satisfaction with Accommodation Daily Deals

ABSTRACT

This research explores the underlying determinants of guest satisfaction with accommodation purchased through daily deal promotions. The results of a survey of three hundred buyers find a generally high level of satisfaction with the overall experience of accommodation daily deals. The research contributes to the literature by identifying five factors, which underpin guest satisfaction with accommodation daily deals. It presents the first published research, which identifies the factors which significantly influence the level of satisfaction reported by guests for accommodation daily deals. The five factors identified are trade-offs associated with purchasing via a daily deal; the value and integrity of the deal; customer delight with the stay; hotel staff’s knowledge of the deal; and redemption challenges. With the exception of redemption challenges, all other factors are shown to have a significant influence on the guest’s overall satisfaction with their accommodation deal stay experience.

本研究通过每日交易促销购买的住宿探讨客户满意度的基本决定因素。对300名买家的调查结果发现，对住宿每日交易的整体体验在总体上是高度满意的。本研究在文献上的贡献是确定了支持客人对住宿每日交易满意度的五个因素。首次公布的研究确定了显著影响客人对住宿每日交易满意度的因素。所确定的五个因素是：与通过每日交易进行购买相关的权衡；交易的额度和诚信度；客户在住宿期间的满意度；酒店工作人员对交易的了解程度；取消交易的难度。除了取消交易的难度，所有其他因素都会显著影响客人对住宿交易和体验的整体满意度。

KEYWORDS:

• Accommodation
• daily deals
• guest satisfaction
• social coupons