Consumer behaviour in the hotel industry during the covid-19 era

Hutvágner Brigitta (2025) Consumer behaviour in the hotel industry during the covid-19 era. Nemzetközi Gazdálkodás Kar (2025-)-.

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Absztrakt (kivonat)

In my thesis I provided an in-depth analysis of consumer behaviour in the hotel industry during the COVID-19 era with a focus on more general comparison with European patterns. Throughout my research my goal was to document how the pandemic affected tourist’s priorities ,expectations and decision -making processes regarding hotel services. With the help of my own observations of the modifications made by the hospitality section as well as the findings of customer survey. I was able to collect first-hand information about the preferences and worries of Hungarian traveller’s through this survey which also gave me information for compering the results to broader European patterns. By including real data ,I was able to connect the theoretical components of costumer behaviour to practical everyday experiences within the hotel sector. Following a review of the industry theoretical background and industry reports ,I presented the main observable shifts triggered by the pandemic such as the growing significance of safety and health procedures and the need for flexible booking options, sensitivity to price and emotional reassurance in hotel marketing. These results were than compared to broader European patterns highlighting similarities such as the universal need for accommodating circumstances and differences like Hungary’s greater focus on internal travel. Following the introduction of these consumer behaviour changes I implemented the challenges that hotels faced during this time. I carefully compared the industry’s rapid changes such as the adoption of contactless services and cleanliness protocols with its struggles which include inconsistent communication a lack of digital innovation in certain situations and trouble retaining customers. In order to allow readers to better understand the advantages and disadvantages of the hotel industry responses. To support my analysis ,I incorporated data from industry reports professional studies as well as the internal insight gained through my survey. These resources assisted in confirming the relevance and accuracy of my statements regarding consumer expectations and hotel practices. Moreover I was able to evaluate critically how the hotel industry's operational and strategic priorities have changed as a result of the pandemic’s shifts in consumer behaviour. Particular attention was paid to recognizing the short-term reactions as well as the longer-term changes that have surfaced. By taking the statements and researches to approach, it can be said that my thesis could be understood not only as a report on the behavioural changes during the COVID-19 era but, could be a guideline for companies how hotels might shift in operation to satisfy changing consumer demands in the post epidemic period of time.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Nemzetközi Gazdálkodás Kar (2025-)-

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-vendéglátás

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	consumer behaviour, Covid-19, hotel industry, Hungarian hotel industry, psychological aspects
SWORD Depositor:	User Archive
Felhasználói azonosító szám (ID):	User Archive
Rekord készítés dátuma:	2026. Júl. 09. 11:47
Utolsó módosítás:	2026. Júl. 09. 11:47

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