1 Important attributes of lodgings to gain repeat business: A comparison between individual travels and group travels Presenter: Hsin-Pei Pan Instructor: Dr. Pi-Ying Hsu Date: April 27, 2009

2 Hanai, T., Oguchi, T., Ando, K., & Yamaguchi, K. (2008). Important attributes of lodgings to gain repeat business: A comparison between individual travels and group travels. International Journal of Hospitality Management 28,

3 Content I. Introduction II. Research question III. Methodology IV. Results V. Reflection

4 Introduction The low quality of service by lodging employees and the location disadvantages influence the guest’s revisit intention. ( Hanai et al., 2005)

Introduction Traveler's expectations during traveling may differ according to their travel companions. (Ougichi et al., 2005) 5

6 Purpose of Study — to investigate the attributes of the satisfaction that are related to the lodging-guests’ tendency to revisit the lodgings and to compare these attributes among the different travel styles. (Hanai, Ouguchi, Ando &Yamaguchi, 2008)

7 Individual travel Travel with friends/couple Travel with family Different travel styles

8 Research question How exactly do the four attributes-satisfaction of facilities, employees of lodgings, locations, and cleanliness-affect customers’ revisit intention?

Criteria check-out Facilities Employees of the lodging Location Cleanliness Bathrooms Restaurant Price 9

Criteria root-out Facilities Employees of the lodging Location Cleanliness Bathrooms Restaurant Price 10

11 Methodology Data collectionRecords of the largest and most popular websites in Japan DurationOne month (August) Participants6351 On-line guests Rating evaluations5 Likert-Scale Point

12 Individual travel 2229 Travel with friends/couple 1740 Travel with family 2283 Positive Revisit-intention 806 Natural revisit-intention 3725 Negative revisit-intention 60 No comment 1760

13 Results Positive revisit-intention group Neutral revisit-intention group Negative Revisit-intention group “ Although the bathroom was a little small, I was satisfied with other services. I’d like to stay there again.” “ The location was so convenient that we could go to the nearest station within five minutes. But the breakfast was not good.” “ The employees’ service was poor. The room was small and unsanitary. I will never use it again.”

14 Results Individual travelers lay emphasis on the importance of the quality of services provided by the lodging employees.

Results Group travelers discuss various aspects of the lodgings they have stayed in between members. 15

Results People who travel with companions have higher willingness to revisit the same lodging than individual traveler does. 16

Reflection 17

18 Thank you for your attention