Hotel Attributes and Consumer Satisfaction: A Cross-Country and Cross-Hotel Study

ABSTRACT

The main purpose of this study was to identify the influence of the consumer’s country of residence on hotel service attributes’ contribution to consumer satisfaction. The hospitality services of Disneyland Paris in Paris, France, were analyzed in the context of the study. Data came from their seven hotels and comprised 47,885 valid questionnaires. The Tetraclasse model was applied to identify hotel attributes’ contribution to satisfaction and compare them for consumer segments from eight European countries and between hotels. Results showed that the four service attributes’ contributions are influenced by country of residence and vary between hotels.

KEYWORDS:

• Customer satisfaction
• hotel attributes
• country of residence
• Tetraclasse model
• hotels’ portfolio

Acknowledgments

The authors would like to thank Cyril Evrard Noize (Head), Virginie Pozzo di Borgo, Joachim Lind, and Aline Saraiva from the Marketing Research and Consumer Insight Department of Disneyland Paris, France, for giving them access to their data, and for their collaboration and help.

Additional information

Notes on contributors

Guillaume Bodet

Guillaume Bodet is Professor, School of Sport, Exercise and Health Sciences, Loughborough University, Ashby Road, LE11 3TU, Leicestershire, Loughborough, UK (E-mail: [email protected]).

Valery Anaba

Valery Anaba, [PhD], is Lecturer in the Department of Marketing and Organization, University of Douala, B.P. 2701, Douala, Cameroon (E-mail: [email protected]).

Patrick Bouchet

Patrick Bouchet is Professor, Faculté des Sciences du Sport, UFR STAPS, Campus Universitaire Montmuzard, BP 27877 21078 Dijon Cedex (E-mail: [email protected]).