Browsing by Author "Ataeiazimi, Shiva"
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- Factors affecting customer complaints in luxury hotelsPublication . Ataeiazimi, Shiva; Correia, AntóniaCommunicating with individuals in the hotel industry with unique perspectives, beliefs, and behaviors is a significant challenge. Hotel staff must navigate various styles, ethics, behaviors, and attitudes to ensure guest satisfaction. Shortcomings in the service production chain can lead to tourist objections, resulting in negative publicity and organizational issues. This study extensively explores the multifaceted nature of customer complaints, the influential factors behind them, and how hotel management adeptly responds to dissatisfied customers. The research pursues three primary objectives: first, to meticulously identify the factors that trigger customer complaints; second, to analyze the effective methodologies employed by hotel managers in compensating dissatisfied customers; and lastly, to provide practical recommendations for optimizing services, mitigating dissatisfaction, understanding nuanced customer preferences, reinforcing customer loyalty, and attracting new clientele. This study analyzes 700 negative customer comments and managerial responses from seven selected luxury hotels on TripAdvisor. Utilizing a meticulous qualitative analytical approach through IRAMUTEQ software, discernible patterns, correlations, and influential factors are identified. The findings highlight customers' acute attention to detail in luxury hotels, where even minor imperfections significantly impact satisfaction. Customer dissatisfaction encompasses various facets, including service quality, recreational amenities, communication, security provisions, and hygiene standards. The study explores appropriate solutions for luxury hotel management, considering specific factors influencing dissatisfaction. Insights derived from online reviews can significantly impact hotel managers' strategies and responses to enhance customer satisfaction and address potential complaints. As part of our research, we also analyzed how hotel managers respond to such feedback and its impact on customer perception.