Evaluating customer satisfaction, emotion and experience of smart hotels in Zhejiang, China: an analysis of online reviews / Chen Jie, Wang Qian and Faiz Izwan Anuar
With the rapid advancements in information technology, the integration of big data management across various sectors is becoming ubiquitous. Recent trends show that hotels in Zhejiang Province are increasingly adopting big data management techniques encompassing data analytics, customer relationship...
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| Format: | Article |
| Language: | en |
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Faculty of Hotel & Tourism Management, Universiti Teknologi MARA
2024
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| Online Access: | https://ir.uitm.edu.my/id/eprint/97790/1/97790.pdf https://ir.uitm.edu.my/id/eprint/97790/ https://www.jthca.org/ |
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| _version_ | 1833321110749315072 |
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| author | Chen, Jie Wang, Qian Faiz Izwan, Anuar |
| author_facet | Chen, Jie Wang, Qian Faiz Izwan, Anuar |
| author_sort | Chen, Jie |
| building | Tun Abdul Razak Library |
| collection | Institutional Repository |
| content_provider | Universiti Teknologi Mara |
| content_source | UiTM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | With the rapid advancements in information technology, the integration of big data management across various sectors is becoming ubiquitous. Recent trends show that hotels in Zhejiang Province are increasingly adopting big data management techniques encompassing data analytics, customer relationship management, and strategies to enhance customer satisfaction. This study explores the domain of smart hotels, specifically examining customer satisfaction measures linked to these innovative establishments in Zhejiang Province. Moreover, it seeks to identify disconnects between technical intelligence and customer satisfaction within smart hotels and to outline prospective developmental trends. The study draws upon customer reviews collated from online platforms, scrutinizing expected outcomes like overall satisfaction, emotional reactions, and the technical adaptability encountered by guests at these smart hotels. Our findings of the study reveals that customers generally express contentment with their smart hotel experiences, particularly valuing the technological atmosphere and the accessibility of smart features. However, the findings also illuminate prevailing challenges, such as irregularities in smart device functionality, a deficiency in perceived cutting-edge intelligence within the hotels, and a shortfall in meeting unique customer needs. Advancing the progression of smart hotels necessitates a focus on enhancing the guest experience by integrating critical factors—environmental, service, and value—alongside insightful customer feedback to refine and shape customer satisfaction. |
| format | Article |
| id | my.uitm.ir-97790 |
| institution | Universiti Teknologi Mara |
| language | en |
| publishDate | 2024 |
| publisher | Faculty of Hotel & Tourism Management, Universiti Teknologi MARA |
| record_format | eprints |
| spelling | my.uitm.ir-977902024-07-08T09:39:55Z https://ir.uitm.edu.my/id/eprint/97790/ Evaluating customer satisfaction, emotion and experience of smart hotels in Zhejiang, China: an analysis of online reviews / Chen Jie, Wang Qian and Faiz Izwan Anuar jthca Chen, Jie Wang, Qian Faiz Izwan, Anuar Travel and the state. Tourism Service industries Consumer satisfaction With the rapid advancements in information technology, the integration of big data management across various sectors is becoming ubiquitous. Recent trends show that hotels in Zhejiang Province are increasingly adopting big data management techniques encompassing data analytics, customer relationship management, and strategies to enhance customer satisfaction. This study explores the domain of smart hotels, specifically examining customer satisfaction measures linked to these innovative establishments in Zhejiang Province. Moreover, it seeks to identify disconnects between technical intelligence and customer satisfaction within smart hotels and to outline prospective developmental trends. The study draws upon customer reviews collated from online platforms, scrutinizing expected outcomes like overall satisfaction, emotional reactions, and the technical adaptability encountered by guests at these smart hotels. Our findings of the study reveals that customers generally express contentment with their smart hotel experiences, particularly valuing the technological atmosphere and the accessibility of smart features. However, the findings also illuminate prevailing challenges, such as irregularities in smart device functionality, a deficiency in perceived cutting-edge intelligence within the hotels, and a shortfall in meeting unique customer needs. Advancing the progression of smart hotels necessitates a focus on enhancing the guest experience by integrating critical factors—environmental, service, and value—alongside insightful customer feedback to refine and shape customer satisfaction. Faculty of Hotel & Tourism Management, Universiti Teknologi MARA 2024-04 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/97790/1/97790.pdf Evaluating customer satisfaction, emotion and experience of smart hotels in Zhejiang, China: an analysis of online reviews / Chen Jie, Wang Qian and Faiz Izwan Anuar. (2024) Journal of Tourism, Hospitality and Culinary Arts <https://ir.uitm.edu.my/view/publication/Journal_of_Tourism,_Hospitality_and_Culinary_Arts/>, 16 (1). pp. 571-584. ISSN 1985-8914 ; 2590-3837 https://www.jthca.org/ |
| spellingShingle | Travel and the state. Tourism Service industries Consumer satisfaction Chen, Jie Wang, Qian Faiz Izwan, Anuar Evaluating customer satisfaction, emotion and experience of smart hotels in Zhejiang, China: an analysis of online reviews / Chen Jie, Wang Qian and Faiz Izwan Anuar |
| title | Evaluating customer satisfaction, emotion and experience of smart hotels in Zhejiang, China: an analysis of online reviews / Chen Jie, Wang Qian and Faiz Izwan Anuar |
| title_full | Evaluating customer satisfaction, emotion and experience of smart hotels in Zhejiang, China: an analysis of online reviews / Chen Jie, Wang Qian and Faiz Izwan Anuar |
| title_fullStr | Evaluating customer satisfaction, emotion and experience of smart hotels in Zhejiang, China: an analysis of online reviews / Chen Jie, Wang Qian and Faiz Izwan Anuar |
| title_full_unstemmed | Evaluating customer satisfaction, emotion and experience of smart hotels in Zhejiang, China: an analysis of online reviews / Chen Jie, Wang Qian and Faiz Izwan Anuar |
| title_short | Evaluating customer satisfaction, emotion and experience of smart hotels in Zhejiang, China: an analysis of online reviews / Chen Jie, Wang Qian and Faiz Izwan Anuar |
| title_sort | evaluating customer satisfaction, emotion and experience of smart hotels in zhejiang, china: an analysis of online reviews / chen jie, wang qian and faiz izwan anuar |
| topic | Travel and the state. Tourism Service industries Consumer satisfaction |
| url | https://ir.uitm.edu.my/id/eprint/97790/1/97790.pdf https://ir.uitm.edu.my/id/eprint/97790/ https://www.jthca.org/ |
| url_provider | http://ir.uitm.edu.my/ |