The Role of Nationality and Hotel Class on Guests’ Satisfaction. A Fuzzy-TOPSIS Approach Applied in Saint Petersburg

Juan Carlos Martín, Veronika Rudchenko and María-Victoria Sánchez-Rebull
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Juan Carlos Martín: Department of Applied Economic Analysis, Institute of Tourism and Sustainable Economic Development, University of Las Palmas de Gran Canaria, 35017 Las Palmas de Gran Canaria, Spain
Veronika Rudchenko: Department of Management, National Research University Higher School of Economics, Saint-Petersburg 194100, Russia
María-Victoria Sánchez-Rebull: Department of Business Management, University Rovira i Virgili, 43204 Reus, Spain

Administrative Sciences, 2020, vol. 10, issue 3, 1-24

Abstract: Although hotels usually have clients from different nationalities, the research analyses the multicultural effects on hotel customers’ satisfaction is still scant. This paper aims to contribute to the realm of hotel management by providing interesting managerial insights into how different nationalities perceive hotel attributes differently using two hotels located in Saint Petersburg as a case study. To that end, a fuzzy hybrid method based on the technique of similarity to ideal solution (FTOPSIS) is proposed. The results are based on a sample of 447 guests and show that: (1) nationality influences the hotel guests’ satisfaction; (2) customers are, in general, more elastic in three-star hotels than in four-star hotels; (3) welcome gifts in the room and in the bathroom are key attributes in the clients’ satisfaction; and (4) Italian and Spanish guests are the least and the most satisfied customers, respectively. The study offers a number of important managerial insights to hotel managers and practitioners. The average figures obtained by general hotel satisfaction surveys usually hinder important peculiarities that need to be addressed when managers develop strategic satisfaction enhancement programmes. In particular, our results show that managers need to adapt the programmes to the differences observed by nationalities.

Keywords: hotel guests’ satisfaction; guest nationality; multicultural analysis; fuzzy numbers; TOPSIS; key hotel attributes (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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