The concept of luxury hotel in the context of 21st century China: An insight into factors influencing guests’ satisfaction with luxury hotels in China
The factors influencing different types of guests’ satisfaction with hotels has been studied in different countries; however, researches into factors influencing different types of hotel guests' satisfaction in the Chinese context are limited. Therefore, the aim of this study is to learn about satisfaction with hotels in the Chinese context. This study examines online comments by Chinese guests regarding satisfaction with luxury hotels in Beijing and hotel description on their websites, to find the factors influencing Chinese business and leisure guests' satisfaction. The research was conducted using a qualitative approach. Ten luxury hotel descriptions were collected from their official websites, and 150 Chinese guests' comments online were collected, about ten luxury hotels in Beijing. Content analysis was adopted for analysing the collected data. The results of this study show luxury hotels described themselves as providing luxurious accommodation and traditional Chinese design of hotels. However, both Chinese business and leisure guests placed less emphasis on luxurious accommodation and traditional Chinese design of hotels. Both business and leisure guests placed considerable emphasis on hotel location. Furthermore, staff service also plays an important role in the business guests' satisfaction; amenities are a significant factor influencing leisure guests' satisfaction with luxury hotel in Beijing. The results of this study contribute to the current literature about the factors influencing hotel guests' satisfaction in China, and how hotels see themselves on their websites. The results of study can also be useful for hotels as they could distinguish their characteristics in their descriptions from their competitors, and can be materials using to better introduce themselves on their websites. In addition, factors influencing different types of Chinese guests' satisfaction with luxury hotels in Beijing can be a reference regarding the needs of Chinese guests in luxury hotels.