Customer Communication in Hotels: A Comparison of Pre-arrival Communication before and during the pandemic

Vu Minh Hieu (2021) Customer Communication in Hotels: A Comparison of Pre-arrival Communication before and during the pandemic. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

As the Coronavirus pandemic emerged for over a year, traveling is more complicated due to different and new restrictions and regulations in every country. The need for leisure travelers to be informed of the virus situation by hotels before their arrival could be necessary to plan their travel more efficiently. There were limited relevant studies of the importance of pre-arrival hotel guest communication, and whether the communication habits have changed during the pandemic. The study examined how travelers’ pre-arrival communication habit and demand with hotel sides has changed before and during Covid-19 times and their perceptions with the impact of pre-arrival communication on guest satisfaction level. An online questionnaire was distributed to 165 participants for finding out customers’ content preferences and relationships between good communication and guests’ behavior, and T-tests were performed via the SPSS tool for analyzing the data. The result showed that there was a positive change in travelers’ willingness to message hotels before their stay. There was also a correlation of good communication with guests’ booking confidence and willingness to return or recommend the property. In conclusion, customers are more likely to message hotels in advance, and they are more confident to book accommodation and more willing to return to the property and recommend positively when receiving good pre-arrival communication There were limitations such as sample diversity, participant knowledge towards the questionnaire, or lack of qualitative data from hotels. Further research is suggested to be performed with more participant and hotel interviews to gain a deeper insight of the problem.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Vendéglátás Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-vendéglátás

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	Covid-19, Customer Communication, hospitality, hotel, Pre-arrival Communication
SWORD Depositor:	Archive User
Felhasználói azonosító szám (ID):	Archive User
Rekord készítés dátuma:	2022. Ápr. 02. 09:54
Utolsó módosítás:	2022. Ápr. 02. 09:54

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