Does a Friendly Hotel Room Increase Senior Group Package Tourists' Satisfaction? A Field Experiment

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Title:	Does a Friendly Hotel Room Increase Senior Group Package Tourists' Satisfaction? A Field Experiment
Authors:	Chen, Wen-Yu Wang, Kuo-Ching Luoh, Hsiang-Fei Shih, Jui-Feng You, Yu-Shiang
Contributors:	觀光系
Keywords:	friendly hotel room senior tourist staff explanation satisfaction
Date:	2014-08
Issue Date:	2015-01-21 14:27:03 (UTC+8)
Abstract:	This study uses a field experiment to investigate whether senior-friendly facilities in a hotel affect the satisfaction levels of senior tourists. This research also identifies the staff explanation effect with respect to tourists' satisfaction. A field experimental design was applied to examine the senior tourists' satisfaction with the group package tour. Senior-friendly attributes were obtained from the literature reviews, three focus groups, and in-depth interviews. Hotel rooms with senior-friendly facilities were designated as the first experimental group and senior-friendly rooms with staff explanation were designated as the second. A total of 397 valid questionnaires for senior group package tourists were retrieved. The results indicate that a room with facilities could significantly increase customers' satisfaction with respect to cleanliness, comfort, decoration, illumination, overall satisfaction, and room recommendation. However, staff explanation did not further increase or influence customers' satisfaction for a room with friendly facilities.
Relation:	ASIA PACIFIC JOURNAL OF TOURISM RESEARCH 卷: 19 期: 8 頁碼: 950-970
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] periodical articles

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