Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/43654
Title: Exploring customer experience with budget hotels : dimensionality and satisfaction
Authors: Ren, L
Qiu, H 
Wang, P
Lin, PMC 
Keywords: Budget hotel
Customer experience
Dimensionality
Satisfaction
Issue Date: 2016
Publisher: Pergamon Press
Source: International journal of hospitality management, 2016, v. 52, p. 13-23 How to cite?
Journal: International journal of hospitality management 
Abstract: The budget hotel sector in China has rapidly developed in the past decade. However, very little is known about consumer behavior in this sector. This exploratory study addresses this knowledge gap by adopting a mixed method of in-depth interviews and questionnaire survey. It specifically aims to explore the dimensionality of customer experience with budget hotels and to further examine the influencing factors for customer satisfaction. The results of exploratory factor analysis reveal four factors or dimensions of customer experience, namely, tangible and sensorial experience, staff aspect, aesthetic perception, and location. Multiple regression analysis shows that these four factors significantly influence customer satisfaction in a positive manner.
URI: http://hdl.handle.net/10397/43654
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2015.09.009
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