An Evaluation of Green Ryokans through a Tourism Accommodation Survey and Customer-Satisfaction-Related CASBEE–IPA after COVID-19 Pandemic

Gangwei Cai, Yan Hong, Lei Xu, Weijun Gao, Ka Wang and Xiaoting Chi
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Gangwei Cai: College of Civil Engineering and Architecture, Zhejiang University, Hangzhou 310058, China
Yan Hong: School of Civil Engineering and Architecture, Zhejiang Sci–Tech University, Hangzhou 310018, China
Lei Xu: College of Civil Engineering and Architecture, Zhejiang University, Hangzhou 310058, China
Weijun Gao: Faculty of Environmental Engineering, University of Kitakyushu, Fukuoka 8080135, Japan
Ka Wang: College of Civil Engineering and Architecture, Zhejiang University, Hangzhou 310058, China
Xiaoting Chi: College of Hospitality and Tourism Management, Sejong University, Seoul 143-747, Korea

Sustainability, 2020, vol. 13, issue 1, 1-24

Abstract: Following the outbreak of the COVID-19 pandemic, it became significant to study how to improve the customer satisfaction for Japanese tourist accommodations for restart and recovery in the future, and in preparation for the 2021 Japan Olympics. Therefore, the current paper attempts to evaluate ryokans through descriptive statistics from a tourism accommodation survey and customer-satisfaction-related comprehensive assessment system for built environment efficiency (CASBEE) importance–performance analysis (IPA). Through three progressive studies, three findings were obtained: (1) ryokans are more flexible than hotels, have strong anti-risk capabilities, and have received more and more attention from tourists and support from the Japanese government; (2) improvement strategies for customer satisfaction after COVID-19 were provided from IPA; and (3) a dynamic evaluation model of green ryokans was discussed and may be employed in other countries and regions experiencing the same situation.

Keywords: green ryokan/B& B; green hotel industry; customer satisfaction; dynamic evaluation model; green building; comprehensive assessment system for built environment efficiency (CASBEE); importance–performance analysis (IPA); COVID-19 pandemic (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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