Journal Article

Exploring Customers Experience and Satisfaction with Theme Hotels: A Cross-Cultural Analysis of Hotel Reviews

Zhang, Xiaobin, Kim, Hak-Seon, Yu, Jun

2024

Overview

There is a generalized global market trend that tourists and consumers tend to pursue “themed” experiences closely related to their preferences or specific purposes. In the accommodation sector, the concept of “themed” is reflected by various theme hotels such as green hotels, family hotels, E-sports hotels, etc. In the era of Web 2.0, online information has been testified to be one of the most effective data sources for understanding customers and developing relative marketing strategies. Therefore, this research examined online customer reviews with both quantitative and qualitative methods to extract a range of variables reflecting customers’ experiences, and then, to explore their contribution to customers’ satisfaction/dissatisfaction with theme hotels; to understand theme hotels and develop novel insights for the industry, with new data sources. Moreover, a cross-cultural perspective was applied to examine the differences among different markets, so that more specific and targeted marketing strategies could be developed to develop and promote theme hotels. As a result, different clusters reflecting customers’ understanding of two areas have been applied. In addition, it was demonstrated that the connection between customer experience and satisfaction can be utilized to distinguish the differences between the two areas. Exploring how themed hotels meet tourist preferences through online reviews: A study on customer satisfaction and marketing strategies This research focuses on the growing trend in the tourism industry for “themed” experiences, where consumers seek accommodations tailored to their specific interests or purposes, such as green hotels, family hotels, and e-sports hotels. The study uses online customer reviews as a data source to better understand theme hotels and develop targeted marketing strategies. By analyzing these reviews both qualitatively and quantitatively, the researchers aim to identify the factors that contribute to customer satisfaction or dissatisfaction in theme hotels. Additionally, the research incorporates a cross-cultural perspective to explore differences among various markets and develop more specific marketing strategies for theme hotels. The study results reveal distinct clusters of customer cognition for the two areas examined, as well as the relationship between customer experience and satisfaction. These findings can be used to inform the development and promotion of theme hotels, ultimately catering to the evolving preferences of tourists and consumers worldwide.

• Publisher: SAGE Publications,SAGE PUBLICATIONS, INC,SAGE Publishing
• Subject: Client satisfaction / Cognition / Consumers / Cross cultural studies / Cultural differences / Customer satisfaction / Customers / Data / Data sources / Discontent / Esports / Experience / Families & family life / Hotels & motels / Internet / Market strategy / Marketing / Markets / Preferences / Qualitative research / Satisfaction / Sports / Strategies / Theme / Tourism / Trend Analysis