Customer Satisfaction based on the Attributes of Accommodation Services

Almeida, Geciane Silva de; Pelissari, Anderson Soncini

doi:10.7784/rbtur.v13i2.1516

Geciane Silva de Almeida

Federal University of Espírito Santo (UFES), Vitória, ES, Brazil

https://orcid.org/0000-0003-2837-5923

Anderson Soncini Pelissari

Federal University of Espírito Santo (UFES), Vitória, ES, Brazil

https://orcid.org/0000-0003-1567-8159

Geciane Silva de Almeida

Holds a Master’s Degree in Business Administration from UFES. She was a researcher of the Research Line - Strategy, Innovation and Organizational Performance - Center for Studies in Technologies and Organizational Processes - TecPrO. She conducts research in the area of Administration, with emphasis on Service Marketing. E-mail: geciane2107@gmail.com

Anderson Soncini Pelissar

Holds a PhD in Production Engineering. He is Professor in the Graduate Program in Administration - Master and Doctorate - PPGADM/UFES. Researcher of the Research Line - Strategy, Innovation and Organizational Performance - Center for Studies in Technologies and Organizational Processes - TecPrO. He conducts research in the areas of Marketing and Business Strategies. E-mail: asoncinipelissari@gmail.com

Attributes			Ratings
Attributes	1	2	3	4	5	Mean
Service	161	245	1009	2988	3866	4.22
Value for Money	134	284	1607	3276	2968	4.04
Location	41	106	683	2484	4955	4.47
Cleanliness	138	204	774	3031	4122	4.30
Sleep Quality	117	213	870	2759	4310	4.32
Room	124	260	1296	3038	3551	4.16

Group	R²	Standard Error
Friends	0.742	0.464
Couple	0.731	0.462
Family	0.699	0.452
Business	0.703	0.469
Solo	0.610	0.506
Category 1	0.712	0.513
Category 2	0.686	0.461
Category 3	0.760	0.438

Groups	Results	Service	Value for money	Cleanliness	Location	Sleep Quality	Room
Friends	β	0.314*	0.126*	0.096	0.015	0.161*	0.298*
	Stand. Error	0.050	0.047	0.052	0.049	0.057	0.054
	VIF	2.408	2.276	2.519	1.378	2.846	2.980
Couple	β	0.327*	0.205*	0.095*	0.043	0.026	0.405*
	Stand. Error	0.043	0.043	0.046	0.044	0.050	0.050
	VIF	1.643	1.618	1.782	1.105	2.026	2.544
Family	β	0.137*	0.209*	0.160*	0.011	0.160*	0.284*
	Stand. Error	0.046	0.041	0.053	0.048	0.051	0.053
	VIF	1.893	1.751	2.339	1.243	2.113	2.611
Business	β	0.290*	0.161*	0.117*	0.055	0.013	0.380*
	Stand. Error	0.044	0.039	0.053	0.042	0.053	0.053
	VIF	1.730	1.353	2.288	1.358	2.542	2.622
Solo	β	0.235*	0.126*	0.090	0.077	0.188*	0.229*
	Stand. Error	0.053	0.045	0.061	0.043	0.051	0.055
	VIF	1.797	1.536	2.401	1.217	2.010	2.191
Category 1	β	0.218*	0.112*	0.146*	-0.007	0.127*	0.298*
	Stand. Error	0.047	0.047	0.044	0.050	0.049	0.045
	VIF	2.329	2.248	2.103	1.346	2.630	2.579
Category 2	β	0.301*	0.171*	0.068	0.057	0.102	0.229*
	Stand. Error	0.042	0.041	0.057	0.041	0.056	0.058
	VIF	1.778	1.923	2.361	1.253	2.222	2.295
Category 3	β	0.301*	0.145*	0.159*	0.153*	0.221*	0.131*
	Stand. Error	0.049	0.045	0.052	0.052	0.051	0.058
	VIF	2.524	1.953	3.018	1.485	2.558	3.395

Groups	T-test results
Friends x Couple	5.50*
Friends x Family	3.58*
Friends x Business	-7.80*
Friends x Solo	-3.14*
Couple x Family	3.20*
Couple x Business	-4.00*
Couple x Solo	0.165**
Family x Business	0.235**
Family x Solo	-1.64**
Business x Solo	0.130**
Category 1 x Category 2	0.500**
Category 1 x Category 3	-0.640**
Category 2 x Category 3	-3.217*

	Service	Value for money	Cleanliness	Sleep Quality	Room
	T-test results				Room
Friends x Couple	-1.995*	-21.047*			-27.631*
Friends x Family	40.411*	-14.447*		0.139**	33.432*
Friends x Business	4.287*	-4.566*			-176.707*
Friends x Solo	-30.493*	-0.359**		-4.012*	-50.175*
Couple x Family	-87.345*	-2.203*	10.030*		-34.647*
Couple x Business	-39.312*	10.567*	3.166*		-7.376*
Couple x Solo	-10.061*	-45.262*	-0.298**		-33.505*
Family x Business	-124.192*	23.084*	-77.402*		-1484.212*
Family x Solo	14.077*	-22.046*	-8.564*	-33.360*	-31.256*
Business x Solo	-6.690*	-6.030*			-82.242*
Category 1 x Category 2	-15.739*	-11.139*			-5.043*
Category 1 x Category 3	51.436*	-17.677*	1.761**	40.325*	-12.532*
Category 2 x Category 3	-0.076**	-7.620*			308.233*

Groups	Results	Service	Value for money	Cleanliness	Location	Sleep Quality	Room
Friends	β	0.359*	0.236*	0.064	-0.079	0.036	0.279*
Couple	β	0.391*	0.173*	0.198*	0.037	-0.060	0.217*
Family	β	0.258*	0.266*	0.222*	-0.037	0.098	0.173*
Business	β	0.213*	0.277*	0.087	0.131*	0.138*	0.295*
Solo	β	0.515*	0.090	0.050	0.200	0.200*	0.000

		Value for Money	Location	Sleep Quality	Room	Cleanliness	Service
Value for Money	Pearson’s correlation	1	.469**	.617**	.647**	.612**	.672**
	Sig. (2-tailed)		0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Location	Pearson’s correlation	.469**	1	.434**	.446**	.399**	.452**
	Sig. (2-tailed)	0.000		0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Sleep Quality	Pearson’s correlation	.617**	.434**	1	.749**	.689**	.667**
	Sig. (2-tailed)	0.000	0.000		0.000	0.000	0.000
	N	250	250	250	250	250	250
Room	Pearson’s correlation	.647**	.446**	.749**	1	.716**	.624**
	Sig. (2-tailed)	0.000	0.000	0.000		0.000	0.000
	N	250	250	250	250	250	250
Cleanliness	Pearson’s correlation	.612**	.399**	.689**	.716**	1	.644**
	Sig. (2-tailed)	0.000	0.000	0.000	0.000		0.000
	N	250	250	250	250	250	250
Service	Pearson’s correlation	.672**	.452**	.667**	.624**	.644**	1
	Sig. (2-tailed)	0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250

		Value for Money	Location	Sleep Quality	Room	Cleanliness	Service
Value for Money	Pearson’s correlation	1	.229^**	.479^**	.529^**	.467^**	.514^**
	Sig. (2-tailed)		0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Location	Pearson’s correlation	.229^**	1	.249^**	.283^**	.233^**	.206^**
	Sig. (2-tailed)	0.000		0.000	0.000	0.000	0.001
	N	250	250	250	250	250	250
Sleep Quality	Pearson’s correlation	.479^**	.249^**	1	.691^**	.523^**	.437^**
	Sig. (2-tailed)	0.000	0.000		0.000	0.000	0.000
	N	250	250	250	250	250	250
Room	Pearson’s correlation	.529^**	.283^**	.691^**	1	.613^**	.542^**
	Sig. (2-tailed)	0.000	0.000	0.000		0.000	0.000
	N	250	250	250	250	250	250
Cleanliness	Pearson’s correlation	.467^**	.233^**	.523^**	.613^**	1	.500^**
	Sig. (2-tailed)	0.000	0.000	0.000	0.000		0.000
	N	250	250	250	250	250	250
Service	Pearson’s correlation	.514^**	.206^**	.437^**	.542^**	.500^**	1
	Sig. (2-tailed)	0.000	0.001	0.000	0.000	0.000
	N	250	250	250	250	250	250

		Value for Money	Location	Sleep Quality	Room	Cleanliness	Service
Value for Money	Pearson’s correlation	1	.381^**	.522^**	.566^**	.552^**	.525^**
	Sig. (2-tailed)		0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Location	Pearson’s correlation	.381^**	1	.378^**	.355^**	.323^**	.273^**
	Sig. (2-tailed)	0.000		0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Sleep Quality	Pearson’s correlation	.522^**	.378^**	1	.663^**	.612^**	.572^**
	Sig. (2-tailed)	0.000	0.000		0.000	0.000	0.000
	N	250	250	250	250	250	250
Room	Pearson’s correlation	.566^**	.355^**	.663^**	1	.705^**	.608^**
	Sig. (2-tailed)	0.000	0.000	0.000		0.000	0.000
	N	250	250	250	250	250	250
Cleanliness	Pearson’s correlation	.552^**	.323^**	.612^**	.705^**	1	.595^**
	Sig. (2-tailed)	0.000	0.000	0.000	0.000		0.000
	N	250	250	250	250	250	250
Service	Pearson’s correlation	.525^**	.273^**	.572^**	.608^**	.595^**	1
	Sig. (2-tailed)	0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250

		Value for Money	Location	Sleep Quality	Room	Cleanliness	Service
Value for Money	Pearson’s correlation	1	.298**	.426**	.377**	.420**	.444**
	Sig. (2-tailed)		0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Location	Pearson’s correlation	.298**	1	.456**	.462**	.420**	.375**
	Sig. (2-tailed)	0.000		0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Sleep Quality	Pearson’s correlation	.426**	.456**	1	.730**	.659**	.538**
	Sig. (2-tailed)	0.000	0.000		0.000	0.000	0.000
	N	250	250	250	250	250	250
Room	Pearson’s correlation	.377**	.462**	.730**	1	.680**	.540**
	Sig. (2-tailed)	0.000	0.000	0.000		0.000	0.000
	N	250	250	250	250	250	250
Cleanliness	Pearson’s correlation	.420**	.420**	.659**	.680**	1	.573**
	Sig. (2-tailed)	0.000	0.000	0.000	0.000		0.000
	N	250	250	250	250	250	250
Service	Pearson’s correlation	.444**	.375**	.538**	.540**	.573**	1
	Sig. (2-tailed)	0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250

		Value for Money	Location	Sleep Quality	Room	Cleanliness	Service
Value for Money	Pearson’s correlation	1	.254^**	.465^**	.477^**	.552^**	.448^**
	Sig. (2-tailed)		0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Location	Pearson’s correlation	.254^**	1	.358^**	.305^**	.359^**	.350^**
	Sig. (2-tailed)	0.000		0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Sleep Quality	Pearson’s correlation	.465^**	.358^**	1	.626^**	.636^**	.483^**
	Sig. (2-tailed)	0.000	0.000		0.000	0.000	0.000
	N	250	250	250	250	250	250
Room	Pearson’s correlation	.477^**	.305^**	.626^**	1	.647^**	.586^**
	Sig. (2-tailed)	0.000	0.000	0.000		0.000	0.000
	N	250	250	250	250	250	250
Cleanliness	Pearson’s correlation	.552^**	.359^**	.636^**	.647^**	1	.591^**
	Sig. (2-tailed)	0.000	0.000	0.000	0.000		0.000
	N	250	250	250	250	250	250
Service	Pearson’s correlation	.448^**	.350^**	.483^**	.586^**	.591^**	1
	Sig. (2-tailed)	0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250

		Value for Money	Location	Sleep Quality	Room	Cleanliness	Service
Value for Money	Pearson’s correlation	1	.383^**	.664^**	.621^**	.604^**	.650^**
	Sig. (2-tailed)		0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Location	Pearson’s correlation	.383^**	1	.436^**	.438^**	.294^**	.445^**
	Sig. (2-tailed)	0.000		0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Sleep Quality	Pearson’s correlation	.664^**	.436^**	1	.701^**	.636^**	.649^**
	Sig. (2-tailed)	0.000	0.000		0.000	0.000	0.000
	N	250	250	250	250	250	250
Room	Pearson’s correlation	.621^**	.438^**	.701^**	1	.647^**	.658^**
	Sig. (2-tailed)	0.000	0.000	0.000		0.000	0.000
	N	250	250	250	250	250	250
Cleanliness	Pearson’s correlation	.604^**	.294^**	.636^**	.647^**	1	.590^**
	Sig. (2-tailed)	0.000	0.000	0.000	0.000		0.000
	N	250	250	250	250	250	250
Service	Pearson’s correlation	.650^**	.445^**	.649^**	.658^**	.590^**	1
	Sig. (2-tailed)	0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250

		Value for Money	Location	Sleep Quality	Room	Cleanliness	Service
Value for Money	Pearson’s correlation	1	.371^**	.512^**	.561^**	.528^**	.590^**
	Sig. (2-tailed)		0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Location	Pearson’s correlation	.371^**	1	.384^**	.332^**	.235^**	.243^**
	Sig. (2-tailed)	0.000		0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Sleep Quality	Pearson’s correlation	.512^**	.384^**	1	.650^**	.656^**	.496^**
	Sig. (2-tailed)	0.000	0.000		0.000	0.000	0.000
	N	250	250	250	250	250	250
Room	Pearson’s correlation	.561^**	.332^**	.650^**	1	.673^**	.495^**
Room	Sig. (2-tailed)	0.000	0.000	0.000		0.000	0.000
	N	250	250	250	250	250	250
Cleanliness	Pearson’s correlation	.528^**	.235^**	.656^**	.673^**	1	.552^**
	Sig. (2-tailed)	0.000	0.000	0.000	0.000		0.000
	N	250	250	250	250	250	250
Service	Pearson’s correlation	.590^**	.243^**	.496^**	.495^**	.552^**	1
	Sig. (2-tailed)	0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250

		Value for Money	Location	Sleep Quality	Room	Cleanliness	Service
Value for Money	Pearson’s correlation	1	.417^**	.595^**	.650^**	.595^**	.587^**
	Sig. (2-tailed)		0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Location	Pearson’s correlation	.417^**	1	.457^**	.490^**	.521^**	.511^**
	Sig. (2-tailed)	0.000		0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250
Sleep Quality	Pearson’s correlation	.595^**	.457^**	1	.754^**	.627^**	.619^**
	Sig. (2-tailed)	0.000	0.000		0.000	0.000	0.000
	N	250	250	250	250	250	250
Room	Pearson’s correlation	.650^**	.490^**	.754^**	1	.739^**	.642^**
	Sig. (2-tailed)	0.000	0.000	0.000		0.000	0.000
	N	250	250	250	250	250	250
Cleanliness	Pearson’s correlation	.595^**	.521^**	.627^**	.739^**	1	.732^**
	Sig. (2-tailed)	0.000	0.000	0.000	0.000		0.000
	N	250	250	250	250	250	250
Service	Pearson’s correlation	.587^**	.511^**	.619^**	.642^**	.732^**	1
	Sig. (2-tailed)	0.000	0.000	0.000	0.000	0.000
	N	250	250	250	250	250	250

[1] Geciane Silva de Almeida

Holds a Master’s Degree in Business Administration from UFES. She was a researcher of the Research Line - Strategy, Innovation and Organizational Performance - Center for Studies in Technologies and Organizational Processes - TecPrO. She conducts research in the area of Administration, with emphasis on Service Marketing. E-mail: geciane2107@gmail.com

Brasil

Brasil

Customer Satisfaction based on the Attributes of Accommodation Services

Satisfacción del Consumidor Basada en los Atributos del Servicio de Alojamiento

Abstract