Measuring Hotel Guest Satisfaction by Using an Online Quality Management System

Abstract

This study analyzes hotel guest satisfaction using an electronic guest feedback system based on web and Internet technologies. Data collected from a sample of 1,218 hotel guests who stayed at two midprice full-service hotels in Orlando, Florida during a 1-year period was used for this study. Structural equation modeling was employed to identify the underlying relationship between guest evaluation of hotel facilities and staff service on the one hand, and perceived value, satisfaction, and intent to revisit and recommend on the other. The results show the direct effects of guest evaluations of staff service quality, guest room quality, security and service problems on value, satisfaction, and intention to revisit and recommend. It is also noted that significant moderating effects affected the guest evaluations of the hotel facilities and staff service quality. Management implications include suggestions for enhancing guest satisfaction with hotel operations leveraging web-based technology. This study should help hotel management focus on those aspects of the guest experience that matter most for driving satisfaction ratings.

KEYWORDS:

• online quality management system
• electronic guest comment card
• tangible and intangible attributes
• customer satisfaction