Abstract

There is a lack of attention to the demand from hospitality businesses for efficiently allocating limited resources on implementing services that enhance travelers’ satisfaction the most. Through quantitative content analysis of on-line travel reviews during 2004-2012, the current study explored the hospitality services most concerned by tourist with mobility impairments (TWM). With multiple regression analysis it further categorized these services by their contribution to enhancing TWM’s satisfaction based on a three-factor theory (Matzler & Sauerwein, 2002). The study initiates the identification of satisfaction factor structure based on textual data. It also provides pragmatic guides for better hospitality services to TWM.

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The Factor Structure of Hospitality Satisfaction among Travelers with Mobility Impairments: An Integration of Content Analysis and the Three-Factor Theory of Customer Satisfaction

There is a lack of attention to the demand from hospitality businesses for efficiently allocating limited resources on implementing services that enhance travelers’ satisfaction the most. Through quantitative content analysis of on-line travel reviews during 2004-2012, the current study explored the hospitality services most concerned by tourist with mobility impairments (TWM). With multiple regression analysis it further categorized these services by their contribution to enhancing TWM’s satisfaction based on a three-factor theory (Matzler & Sauerwein, 2002). The study initiates the identification of satisfaction factor structure based on textual data. It also provides pragmatic guides for better hospitality services to TWM.