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Dissatisfiers and demand of hotels with poor online rating / Ardiana Mazwa Raudah Amir Abdullah and Vloreen Nity Mathew

Hotel booking nowadays has been made easy with technology. Customers from all over the world have better advantage as reviews by previous customers assisting them in their final purchase decisions. Satisfied customers provide positive reviews while dissatisfied ones would share negative reviews on e...

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Main Authors: Amir Abdullah, Ardiana Mazwa Raudah, Mathew, Vloreen Nity
Format: Article
Language:English
Published: Universiti Teknologi MARA Cawangan Sarawak 2018
Subjects:
BF Psychology
T Technology (General)
Online Access:https://ir.uitm.edu.my/id/eprint/33668/1/33668.pdf
https://ir.uitm.edu.my/id/eprint/33668/
http://www.ijsmssarawak.com/
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spelling my.uitm.ir.336682022-08-26T09:04:22Z https://ir.uitm.edu.my/id/eprint/33668/ Dissatisfiers and demand of hotels with poor online rating / Ardiana Mazwa Raudah Amir Abdullah and Vloreen Nity Mathew Amir Abdullah, Ardiana Mazwa Raudah Mathew, Vloreen Nity BF Psychology T Technology (General) Hotel booking nowadays has been made easy with technology. Customers from all over the world have better advantage as reviews by previous customers assisting them in their final purchase decisions. Satisfied customers provide positive reviews while dissatisfied ones would share negative reviews on elements contributing to the unpleasant experience. As many other studies mainly focused on enhancing customers’ satisfactions, this research focuses on identifying the elements of dissatisfaction (or sometimes regarded as the dissatisfier). Generally, negative elements always have a greater impact on customers’ purchase intention as compared to the positive elements.Hence, identifying the factors that result in the customers’ dissatisfaction is vital. A total of 22 hotels with rating 2 and below on booking.com was analysed in the research. It was found that the dissatisfiers identified in the research are of these categories; room,hotel staff, services and environment. The findings show that the highest contributor to dissatisfaction is the “room”. This indicates that customers will be more satisfied if their hotel rooms are properly maintained. The poor rating hotel demand was also analysed. More results and important findings are discussed in the later section of this report. The results and findings of the research are useful to hotel operators in order to offer better services to customers. Universiti Teknologi MARA Cawangan Sarawak 2018-01 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/33668/1/33668.pdf Dissatisfiers and demand of hotels with poor online rating / Ardiana Mazwa Raudah Amir Abdullah and Vloreen Nity Mathew. (2018) International Journal of Service Management and Sustainability (IJSMS), 3 (1). pp. 1-18. ISSN 2550-1569 http://www.ijsmssarawak.com/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic BF Psychology
T Technology (General)
spellingShingle BF Psychology
T Technology (General)
Amir Abdullah, Ardiana Mazwa Raudah
Mathew, Vloreen Nity
Dissatisfiers and demand of hotels with poor online rating / Ardiana Mazwa Raudah Amir Abdullah and Vloreen Nity Mathew
description Hotel booking nowadays has been made easy with technology. Customers from all over the world have better advantage as reviews by previous customers assisting them in their final purchase decisions. Satisfied customers provide positive reviews while dissatisfied ones would share negative reviews on elements contributing to the unpleasant experience. As many other studies mainly focused on enhancing customers’ satisfactions, this research focuses on identifying the elements of dissatisfaction (or sometimes regarded as the dissatisfier). Generally, negative elements always have a greater impact on customers’ purchase intention as compared to the positive elements.Hence, identifying the factors that result in the customers’ dissatisfaction is vital. A total of 22 hotels with rating 2 and below on booking.com was analysed in the research. It was found that the dissatisfiers identified in the research are of these categories; room,hotel staff, services and environment. The findings show that the highest contributor to dissatisfaction is the “room”. This indicates that customers will be more satisfied if their hotel rooms are properly maintained. The poor rating hotel demand was also analysed. More results and important findings are discussed in the later section of this report. The results and findings of the research are useful to hotel operators in order to offer better services to customers.
format Article
author Amir Abdullah, Ardiana Mazwa Raudah
Mathew, Vloreen Nity
author_facet Amir Abdullah, Ardiana Mazwa Raudah
Mathew, Vloreen Nity
author_sort Amir Abdullah, Ardiana Mazwa Raudah
title Dissatisfiers and demand of hotels with poor online rating / Ardiana Mazwa Raudah Amir Abdullah and Vloreen Nity Mathew
title_short Dissatisfiers and demand of hotels with poor online rating / Ardiana Mazwa Raudah Amir Abdullah and Vloreen Nity Mathew
title_full Dissatisfiers and demand of hotels with poor online rating / Ardiana Mazwa Raudah Amir Abdullah and Vloreen Nity Mathew
title_fullStr Dissatisfiers and demand of hotels with poor online rating / Ardiana Mazwa Raudah Amir Abdullah and Vloreen Nity Mathew
title_full_unstemmed Dissatisfiers and demand of hotels with poor online rating / Ardiana Mazwa Raudah Amir Abdullah and Vloreen Nity Mathew
title_sort dissatisfiers and demand of hotels with poor online rating / ardiana mazwa raudah amir abdullah and vloreen nity mathew
publisher Universiti Teknologi MARA Cawangan Sarawak
publishDate 2018
url https://ir.uitm.edu.my/id/eprint/33668/1/33668.pdf
https://ir.uitm.edu.my/id/eprint/33668/
http://www.ijsmssarawak.com/
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score 13.211869

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