Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains

Abstract

This paper considers the problem of satisfaction of business guests with hotel brands in North America. In analysis we used the guests responses (scores) given for 12 different elements of hotel product. In order to arrive at more accurate results, monitored hotel chains are grouped into price tiers. The aim of this paper is to indicate what facilities and services the North American business guests appreciate most. Industry trends and results may be beneficial to all hoteliers, especially in business tourism segment.

Keywords

• hospitality industry
• hotel chains
• business guests
• customer satisfaction
• service quality