nep-tur New Economics Papers
on Tourism Economics
Issue of 2017‒10‒08
five papers chosen by
Laura Vici
Università di Bologna

  1. "The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia" By Ludfi Djajanto
  2. "Utilizing City Festival as an Event Marketing for Creative Industry Product (Case Study of Jember Fashion Carnaval)" By Lilik Farida
  3. Service Quality of Hotels in Abu Dhabi, UAE By Burton A. Aggabao
  4. "Optimal Overbooking Strategy in Online Hotel Booking Systems" By Taiga Saito; Akihiko Takahashi; Noriaki Koide; Yu Ichifuji
  5. Top purchase intention priorities of Vietnamese LCC passengers: Expectations and satisfaction By Moslehpour, Massoud; Lin, Yi Hsin; Nguyen, Thi Le Huyen

  1. By: Ludfi Djajanto (State Polytechnic of Malang, Indonesia.)
    Abstract: "Objective – The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influence of the dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) on customer satisfaction and to identify the most dominant dimension in terms of customer satisfaction. Methodology/Technique – The research studied 110 respondents who have stayed in several hotels located in Batu, Indonesia. The data was collected using purposive sampling techniques using questionnaires. The data analysis technique used in this research was multiple linear regression analysis. Findings – Based on the results of this research, it is concluded that the dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy) have a significant influence on customer satisfaction. In addition, the service quality dimension that has the most dominant influence on customer satisfaction is assurance. Novelty – The research supported by original data and contribute to the literature in the context of Indonesia."
    Keywords: Service Quality; Tangibility; Reliability; Responsiveness; Assurance; Empathy; Customer Satisfaction.
    JEL: L15 M10 M30
    Date: 2017–06–05
  2. By: Lilik Farida (University of Jember, Indonesia Author-2-Name: Nadia Azalia Putri Author-2-Workplace-Name: University of Jember, Indonesia Author-3-Name: Sudarsih Author-3-Workplace-Name: University of Jember, Indonesia)
    Abstract: "Objective – This study discusses the role of tourism event marketing in promoting creative industry products in a city by taking a case study in Jember district. Jember has third largest fashion carnival in the world named Jember Fashion Carnaval (JFC) which is held annually. JFC is capable of being a magnet of Jember tourism in recent years. That big potential of JFC can be utilized as a tourism event marketing. Hopefully, JFC is able to be a market for creative industries in Jember, given that the main problem of creative industries in Jember is related to marketing capability. JFC utilization as an event marketing requires a quadruple helix model approach, where local government, universities, creative industries, and society work together and synergically. Methodology – This study is designed using analytical descriptive approach. Findings – This study concluded that creating JFC as an event marketing in promoting creative industry product in Jember applies active synergy between government, academics, industries, and society. Government can act as creative industry promotor and supporter of facility and infrastructure; academics can contribute as source of knowledge, technology, and creative human resources; industries can develop their own enterprise using knowledge and experience transfer; and community can act as program partner related to JFC and creative industries. Novelty – The research based on the analytical descriptive approach suggests marketing challenge of creative industries with new product development and innovation."
    Keywords: Creative industry; Event marketing; JFC
    JEL: M31 M37
    Date: 2017–04–21
  3. By: Burton A. Aggabao (University of Fujairah, United Arab Emirates Author-2-Name: Fermin G. Castillo, Jr Author-2-Workplace-Name: "University of Fujairah, Fujairah, United Arab Emirates ")
    Abstract: "Objective – The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique – This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview answers of 50 hotel guests of different cultures and countries were gathered. Majority of them were tourists and travellers. Findings – Analysis of data disclosed that the service quality of hotels in Abu Dhabi was appraised as “very good to excellent”. Customer service and the quality of services were two important variables that play a major role in the hotel industry. Novelty – The hotel industry in the UAE is sustainable due to the UAE’s progressive plans and competitiveness. "
    Keywords: Tourism; Tourist, Service Quality; Customer Service; Hospitality Management
    JEL: M10 M31
    Date: 2016–12–21
  4. By: Taiga Saito (Faculty of Economics, The University of Tokyo); Akihiko Takahashi (Faculty of Economics, The University of Tokyo); Noriaki Koide (Joint Support-Center for Data Science Research, Research Organization of Information and systems); Yu Ichifuji (Center for Information and Communication Technology, Nagasaki University)
    Abstract: The revenue management for online booking systems, which incorporates over-booking by the hotels, is particularly important because of increasing cancellations at the last minute and no-shows which cause serious damage to the management of the hotels. This study proposes a new quantitative overbooking model for online booking systems, where the rival hotels' room charges affect the choice probability of the target hotel. Our model enables a hotel to obtain optimal overbooking strategy and room charge that maximize the expected sales based on its empirical data on the cancellations and the oversale cost per room. Moreover, we present numerical examples of the optimal overbooking strategy and room charge with actual online booking data of two major luxury hotels in Shinjuku area in Tokyo. Furthermore, equilibrium room charges of the hotels are considered, where we find the price competition may lead to signi cantly low levels of room charges and the expected sales.
    Date: 2017–09
  5. By: Moslehpour, Massoud; Lin, Yi Hsin; Nguyen, Thi Le Huyen
    Abstract: The mediating role of customer satisfaction has been widely discussed in the existing literature. However, to the best of our knowledge, there is still lack of studies focusing on the low-cost airline industry, especially in Vietnam. Therefore, this study aims at investigating factors that influence purchase intention and the mediating role of customer satisfaction in VietJet Air, in Vietnam. A quantitative research method is applied with the data being collected through an online questionnaire from three main regions in Vietnam: the North, the Center, and the South. The results indicate that customer satisfaction mediates the relationship between the independent variables (customer expectation/perceived value) and the dependent variable (purchase intention) in the case of VietJet Air in Vietnam. In general, this study not only enriches the existing literature but also might be a valuable reference to the VietJet Air’s and other similar Vietnamese low cost carrier managers to consider their strategic marketing plans.
    Keywords: purchase intention, Structural Equation Modeling (SEM), service quality, perceived value, customer expectation, customer satisfaction, low cost carrier, VietJet Air.
    JEL: M31
    Date: 2017–09–27

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