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Cornell Hotel and Restaurant Administration Quarterly, Vol. 48, No. 4,
380-391 (2007)
DOI: 10.1177/0010880407305550
Perceptions of Chinese Hotels
Chris Ryan
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
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