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Perceptions of Chinese Hotels

University of Waikato Management School, New Zealand, caryan{at}waikato.ac.nz

Gu Huimin

Beijing International Studies University, and Beijing Hospitality Institute, China, guhuimin{at}bisu.edu.cn

The evaluations of 941 respondents who had recently stayed in a Chinese hotel revealed that guests' satisfaction with the hotels were influenced by hotels' star ratings. By comparing the importance-evaluation matrices for each category of hotel, a clear trend emerges in which higher levels of satisfaction are discernable for five-star and deluxe hotels than for one- and two-star hotels. At all levels, however, respondents gave high ratings to the key attributes of cleanliness and bed comfort. The findings raise a question of how to ensure satisfaction for China's one- and two-star hotels.

Key Words: Chinese hotels • importance-performance analysis • hotel star ratings • hotel guest satisfaction

Cornell Hotel and Restaurant Administration Quarterly, Vol. 48, No. 4, 380-391 (2007)
DOI: 10.1177/0010880407305550


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