Ryan, Chris; Huimin, Gu (2007) Perceptions of Chinese Hotels, Cornell Hospitality Quarterly, Vol. 48(4), pp. 380-391.
Permanent Research Commons link: http://hdl.handle.net/10289/1945
The evaluations of 941 respondents who had recently stayed in a Chinese hotel revealed that guests' satisfaction with the hotels were influenced by hotels' star ratings. By comparing the importance-evaluation matrices for each category of hotel, a clear trend emerges in which higher levels of satisfaction are discernable for five-star and deluxe hotels than for one- and two-star hotels. At all levels, however, respondents gave high ratings to the key attributes of cleanliness and bed comfort. The findings raise a question of how to ensure satisfaction for China's one- and two-star hotels.
- Management Papers