The factor analysis of demographic, purchasing behaviour, and customer satisfaction of budget hotel
DOI:
https://doi.org/10.26740/bisma.v13n2.p121-134Keywords:
budget hotel, satisfaction factors, service quality.Abstract
Budget hotels are growing in Indonesia because of the increased number of business travelers and budget travelers. Nevertheless, budget hotels face increasingly fierce competition to attract customers and sustain growth. This research aims to identify factors that determine budget hotels' guest satisfaction. A quantitative approach with the survey as a research instrument has been applied and collected 363 respondents. Data analysis using SPSS shows that monthly spending, frequency of staying, and lifestyle factors are the main determinants of visitor's decision to stay in a budget hotel. This result indicates that the more prudent the visitor lifestyle, the more likely they will remain at a budget hotel. Furthermore, the Friedman test shows the degree of importance of each factor influencing guest satisfaction in a budget hotel. A posthoc analysis with Wilcoxon signed-rank tests (Bonferroni correction applied) found that cleanliness, price, and location become the utmost important factors determining guest satisfaction.
References
Almeida, A. (2017). Budget Hotels in Madeira: Prospects and Market Trends. European Journal of Applied Business and Management, Special Issue, 348358. https://nidisag.isag.pt/index.php/IJAM/article/view/197.
Ananth, M., DeMicco, F. J., Moreo, P. J., & Howey, R. M. (1992). Marketplace Lodging Needs of Mature Travellers. Cornell Hotel and Restaurant Administration Quarterly, 33(4), 1224. http://dx.doi.org/10.1016/0010-8804(92)90005-P.
Barusman, A. R. P., Virgawenda, T. M. B., & Arwis, Y. A. (2020). Factors that Effect the Level of Consumers Loyalty for Budget Hotel in Indonesia. Journal of Talent Development and Excellence, 13(1), 29322942. https://www.iratde.com/index.php/jtde/article/view/1157.
BPS. (2016). Statistical Yearbook of Indonesia 2016 (2016th ed.). Retrieved January 7 2020 from https://www.bps.go.id/publication/2016/06/29/7aa1e8f93b4148234a9b4bc3/statistik-indonesia-2016.html.
BPS. (2018). Hotel and Other Accommodation Statistics in Indonesia 2018. Retrieved January 7 2020 from https://www.bps.go.id/publication/2019/04/11/d64817c1f0294f59556bc76b/statistik-hotel-dan-akomodasi-lainnya-di-indonesia-2018.html.
BPS. (2019). Statistical Yearbook of Indonesia 2019. Retrieved January 7 2020 from https://www.bps.go.id/publication/2019/07/04/daac1ba18cae1e90706ee58a/statistikindonesia-2019.html.
BPS. (2020). Hotel and Other Accommodation Statistics in Indonesia 2019. Retrieved January 7 2020 from https://www.bps.go.id/publication/2020/07/03/4206448bd185bf883b73d414/statistik-hotel-dan-akomodasi-lainnya-di-indonesia-2019.html.
Brotherton, B. (2004). Critical Success Factors in UK Budget Hotel Operations. International Journal of Operations & Production Management, 24(9), 944969. https://doi.org/10.1108/01443570410552135.
Brotherton, B. & Shaw, J. (1996). Towards an Identification and Classification of Critical Success Factors in UK Hotels Plc. International Journal of Hospitality Management, 15(2), 113135. https://doi.org/10.1016/0278-4319(96)00014-X.
Chen, Y., Xiao, L., & Mi, C. (2017). Opinion Mining from Online Reviews: Consumer Satisfaction Analysis with B&B Hotels. PACIS 2017 Proceedings. Pacific Asia Conference on Information Systems, Langkawi, Malaysia. https://aisel.aisnet.org/pacis2017/81/.
Ekawati, S. K. (2010). Pangandaran Beach Resort Hotel di Pangandaran. Thesis, Universitas Atma Jaya Yogyakarta. Retrieved January 2 2020 from http://e-journal.uajy.ac.id/2058/.
Euromonitor International. (2018). Lodging in Indonesia: Country Report, September 2018 (11). Euromonitor International. Retrieved January 17 2020 from http://www.portal.euromonitor.com/portal/analysis/related.
Euromonitor International. (2019). Lodging in Indonesia: Country Report September 2019 (10). Euromonitor International. Retrieved 17 January 2020 from https://www.portal.euromonitor.com/portal/Analysis/Tab.
Euromonitor International. (2020). Brand Shares: Hotels Indonesia. Retrieved 17 January 2020 from https://www.portal.euromonitor.com/portal/statisticsevolution/index.
Filippini, R. (1997). Operations Management Research: Some Reflections on Evolution, Models, and Empirical Studies in OM. International Journal of Operations & Production Management, 17(7), 655670. https://doi.org/10.1108/01443579710175583.
Fiorentino, A. (1995). Budget Hotels: Not just Minor Hospitality Products. Tourism Management, 16(6), 455462. https://doi.org/10.1016/0261-5177(95)00054-R.
Hua, W., Chan, A., & Mao, Z. (2009). Critical Success Factors and Customer Expectation in Budget Hotel Segment”A Case Study of China. Journal of Quality Assurance in Hospitality & Tourism, 10(1), 5974. https://doi.org/10.1080/15280080802713702.
Ngelambong, A., Kibat, S. A., Azmi, A., Nor, N. M., & Saien, S. (August 2016). An examination of guest dissatisfaction in budget hotel: A content analysis of guest review on TripAdvisor. Conference: International Research Symposium in Service Management. Retrieved January 17 2020 from https://www.researchgate.net/publication/308888674_An_examination_of_guest_dissatisfaction_in_budget_hotel_a_content_analysis_of_guest_review_on_TripAdvisor/citations.
Nunkoo, R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating Service Quality as a Second-Order Factor in a Customer Satisfaction and Loyalty Model. International Journal of Contemporary Hospitality Management, 29(12), 29783005. https://doi.org/10.1108/IJCHM-11-2016-0610.
Peng, J., Zhao, X. & Mattila, A. S. (2015). Improving Service Management in Budget Hotels. International Journal of Hospitality Management, 49, 139148. https://doi.org/10.1016/j.ijhm.2015.06.005.
Rahimi, R. & Kozak, M. (2017). Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain. Journal of Travel & Tourism Marketing, 34(1), 4051. https://doi.org/10.1080/10548408.2015.1130108.
Ren, L., Qiu, H., Ma, C., & Lin, P. M. C. (2018). Investigating Accommodation Experience in Budget Hotels. International Journal of Contemporary Hospitality Management, 30(7), 26622679. https://doi.org/10.1108/IJCHM-11-2016-0625.
Ren, L., Qiu, H., Wang, P. & Lin, P. M. C. L. (2016). Exploring Customer Experience with Budget Hotels: Dimensionality and Satisfaction. International Journal of Hospitality Management, 52, 1323. https://doi.org/10.1016/j.ijhm.2015.09.009.
Rishi, M. & Joshi, G. (2016). Emerging Challenges for Branded Budget Hotels in India: Thematic Analysis of Managers' Perceptions and Customer Expectations. Worldwide Hospitality and Tourism Themes, 8(1), 6182. https://doi.org/10.1108/WHATT-10-2015-0038.
Rivers, M. J., Toh, R. S., & Alaoui, M. (1991). Frequent-Stayer Programs: The Demographic, Behavioral, and Attitudinal Characteristics of Hotel Steady Sleepers. Journal of Travel Research, 30(2), 4145. https://doi.org/10.1177/004728759103000209.
Rozano, B. & Pamungkas, P. (2016). Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan Hotel Bujet di Bandung. Tourism Scientific Journal, 2(1), 104127. https://doi.org/10.32659/tsj.v2i1.20.
Salanto, F. (2017). Jakarta Hotel (Q2 2017; Colliers Quarterly). Colliers International Indonesia. Retrieved January 10 2020 from https://id.scribd.com/document/370711252/q2-2017-Colliersquarterly-Jakarta-Hotel.
Santra, K. I. (2017). Using Structural Equation Modeling to Assess the Budget Hotel Performance in Bali Indonesia. International Journal of Mechanical Engineering and Technology, 8(7), 933-951. http://www.iaeme.com/IJMET/issues.asp?JType=IJMET&VType=8&IType=7.
Subramanian, N., Gunasekaran, A., & Gao, Y. (2016). Innovative Service Satisfaction and Customer Promotion Behaviour in the Chinese Budget Hotel: An Empirical Study. International Journal of Production Economics, 171(2), 201210. https://doi.org/10.1016/j.ijpe.2015.09.025.
Ting, C. Y., Mang, L. E., Yao, N. C., & Shau, W. C. (2016). Factors that Affecting Customer Satisfaction among Local Tourists Toward Budget Hotels in Malaysia. Thesis. Universiti Tunku Abdul Rahman. Retrieved January 13 2020 from https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwjoueaRvpPwAhVMbn0KHcqeCeYQFjAAegQIAxAD&url=http%3A%2F%2Feprints.utar.edu.my%2F2017%2F1%2FMK-2016-1201475.pdf&usg=AOvVaw1ckHUeV-ngzslIGh91K3GU.
Wahono, F. A. & Kartika, E. W. (2017). Consumer Behavior Study on the Acceptance of Airbnb from Consumer in Surabaya, Indonesia. Jurnal Hospitality dan Manajemen Jasa, 5(2). http://publication.petra.ac.id/index.php/manajemen-perhotelan/article/view/6042.
Ananth, M., DeMicco, F. J., Moreo, P. J., & Howey, R. M. (1992). Marketplace Lodging Needs of Mature Travellers. Cornell Hotel and Restaurant Administration Quarterly, 33(4), 1224. http://dx.doi.org/10.1016/0010-8804(92)90005-P.
Barusman, A. R. P., Virgawenda, T. M. B., & Arwis, Y. A. (2020). Factors that Effect the Level of Consumers Loyalty for Budget Hotel in Indonesia. Journal of Talent Development and Excellence, 13(1), 29322942. https://www.iratde.com/index.php/jtde/article/view/1157.
BPS. (2016). Statistical Yearbook of Indonesia 2016 (2016th ed.). Retrieved January 7 2020 from https://www.bps.go.id/publication/2016/06/29/7aa1e8f93b4148234a9b4bc3/statistik-indonesia-2016.html.
BPS. (2018). Hotel and Other Accommodation Statistics in Indonesia 2018. Retrieved January 7 2020 from https://www.bps.go.id/publication/2019/04/11/d64817c1f0294f59556bc76b/statistik-hotel-dan-akomodasi-lainnya-di-indonesia-2018.html.
BPS. (2019). Statistical Yearbook of Indonesia 2019. Retrieved January 7 2020 from https://www.bps.go.id/publication/2019/07/04/daac1ba18cae1e90706ee58a/statistikindonesia-2019.html.
BPS. (2020). Hotel and Other Accommodation Statistics in Indonesia 2019. Retrieved January 7 2020 from https://www.bps.go.id/publication/2020/07/03/4206448bd185bf883b73d414/statistik-hotel-dan-akomodasi-lainnya-di-indonesia-2019.html.
Brotherton, B. (2004). Critical Success Factors in UK Budget Hotel Operations. International Journal of Operations & Production Management, 24(9), 944969. https://doi.org/10.1108/01443570410552135.
Brotherton, B. & Shaw, J. (1996). Towards an Identification and Classification of Critical Success Factors in UK Hotels Plc. International Journal of Hospitality Management, 15(2), 113135. https://doi.org/10.1016/0278-4319(96)00014-X.
Chen, Y., Xiao, L., & Mi, C. (2017). Opinion Mining from Online Reviews: Consumer Satisfaction Analysis with B&B Hotels. PACIS 2017 Proceedings. Pacific Asia Conference on Information Systems, Langkawi, Malaysia. https://aisel.aisnet.org/pacis2017/81/.
Ekawati, S. K. (2010). Pangandaran Beach Resort Hotel di Pangandaran. Thesis, Universitas Atma Jaya Yogyakarta. Retrieved January 2 2020 from http://e-journal.uajy.ac.id/2058/.
Euromonitor International. (2018). Lodging in Indonesia: Country Report, September 2018 (11). Euromonitor International. Retrieved January 17 2020 from http://www.portal.euromonitor.com/portal/analysis/related.
Euromonitor International. (2019). Lodging in Indonesia: Country Report September 2019 (10). Euromonitor International. Retrieved 17 January 2020 from https://www.portal.euromonitor.com/portal/Analysis/Tab.
Euromonitor International. (2020). Brand Shares: Hotels Indonesia. Retrieved 17 January 2020 from https://www.portal.euromonitor.com/portal/statisticsevolution/index.
Filippini, R. (1997). Operations Management Research: Some Reflections on Evolution, Models, and Empirical Studies in OM. International Journal of Operations & Production Management, 17(7), 655670. https://doi.org/10.1108/01443579710175583.
Fiorentino, A. (1995). Budget Hotels: Not just Minor Hospitality Products. Tourism Management, 16(6), 455462. https://doi.org/10.1016/0261-5177(95)00054-R.
Hua, W., Chan, A., & Mao, Z. (2009). Critical Success Factors and Customer Expectation in Budget Hotel Segment”A Case Study of China. Journal of Quality Assurance in Hospitality & Tourism, 10(1), 5974. https://doi.org/10.1080/15280080802713702.
Ngelambong, A., Kibat, S. A., Azmi, A., Nor, N. M., & Saien, S. (August 2016). An examination of guest dissatisfaction in budget hotel: A content analysis of guest review on TripAdvisor. Conference: International Research Symposium in Service Management. Retrieved January 17 2020 from https://www.researchgate.net/publication/308888674_An_examination_of_guest_dissatisfaction_in_budget_hotel_a_content_analysis_of_guest_review_on_TripAdvisor/citations.
Nunkoo, R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating Service Quality as a Second-Order Factor in a Customer Satisfaction and Loyalty Model. International Journal of Contemporary Hospitality Management, 29(12), 29783005. https://doi.org/10.1108/IJCHM-11-2016-0610.
Peng, J., Zhao, X. & Mattila, A. S. (2015). Improving Service Management in Budget Hotels. International Journal of Hospitality Management, 49, 139148. https://doi.org/10.1016/j.ijhm.2015.06.005.
Rahimi, R. & Kozak, M. (2017). Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain. Journal of Travel & Tourism Marketing, 34(1), 4051. https://doi.org/10.1080/10548408.2015.1130108.
Ren, L., Qiu, H., Ma, C., & Lin, P. M. C. (2018). Investigating Accommodation Experience in Budget Hotels. International Journal of Contemporary Hospitality Management, 30(7), 26622679. https://doi.org/10.1108/IJCHM-11-2016-0625.
Ren, L., Qiu, H., Wang, P. & Lin, P. M. C. L. (2016). Exploring Customer Experience with Budget Hotels: Dimensionality and Satisfaction. International Journal of Hospitality Management, 52, 1323. https://doi.org/10.1016/j.ijhm.2015.09.009.
Rishi, M. & Joshi, G. (2016). Emerging Challenges for Branded Budget Hotels in India: Thematic Analysis of Managers' Perceptions and Customer Expectations. Worldwide Hospitality and Tourism Themes, 8(1), 6182. https://doi.org/10.1108/WHATT-10-2015-0038.
Rivers, M. J., Toh, R. S., & Alaoui, M. (1991). Frequent-Stayer Programs: The Demographic, Behavioral, and Attitudinal Characteristics of Hotel Steady Sleepers. Journal of Travel Research, 30(2), 4145. https://doi.org/10.1177/004728759103000209.
Rozano, B. & Pamungkas, P. (2016). Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan Hotel Bujet di Bandung. Tourism Scientific Journal, 2(1), 104127. https://doi.org/10.32659/tsj.v2i1.20.
Salanto, F. (2017). Jakarta Hotel (Q2 2017; Colliers Quarterly). Colliers International Indonesia. Retrieved January 10 2020 from https://id.scribd.com/document/370711252/q2-2017-Colliersquarterly-Jakarta-Hotel.
Santra, K. I. (2017). Using Structural Equation Modeling to Assess the Budget Hotel Performance in Bali Indonesia. International Journal of Mechanical Engineering and Technology, 8(7), 933-951. http://www.iaeme.com/IJMET/issues.asp?JType=IJMET&VType=8&IType=7.
Subramanian, N., Gunasekaran, A., & Gao, Y. (2016). Innovative Service Satisfaction and Customer Promotion Behaviour in the Chinese Budget Hotel: An Empirical Study. International Journal of Production Economics, 171(2), 201210. https://doi.org/10.1016/j.ijpe.2015.09.025.
Ting, C. Y., Mang, L. E., Yao, N. C., & Shau, W. C. (2016). Factors that Affecting Customer Satisfaction among Local Tourists Toward Budget Hotels in Malaysia. Thesis. Universiti Tunku Abdul Rahman. Retrieved January 13 2020 from https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwjoueaRvpPwAhVMbn0KHcqeCeYQFjAAegQIAxAD&url=http%3A%2F%2Feprints.utar.edu.my%2F2017%2F1%2FMK-2016-1201475.pdf&usg=AOvVaw1ckHUeV-ngzslIGh91K3GU.
Wahono, F. A. & Kartika, E. W. (2017). Consumer Behavior Study on the Acceptance of Airbnb from Consumer in Surabaya, Indonesia. Jurnal Hospitality dan Manajemen Jasa, 5(2). http://publication.petra.ac.id/index.php/manajemen-perhotelan/article/view/6042.
Downloads
Published
2021-04-28
How to Cite
Simangunsong, E. (2021). The factor analysis of demographic, purchasing behaviour, and customer satisfaction of budget hotel. BISMA (Bisnis Dan Manajemen), 13(2), 121–134. https://doi.org/10.26740/bisma.v13n2.p121-134
Issue
Section
Articles
License
Copyright Notice.
The copyright of the received article once accepted for publication shall be assigned to the journal as the publisher of the journal. The intended copyright includes the right to publish the article in various forms (including reprints). The journal maintains the publishing rights to the published articles.
Abstract views: 702
,
PDF Downloads: 553
