What Makes Experience a Memorable One for the Customers of Top Indonesian Hotels?
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Marketing in Asia Group (MAG)
Abstract
With the increased competition within the Indonesian hotel industry, the need for hoteliers to create memorable hotel experiences for customers is becoming increasingly important. A better understanding of how to create such experiences can help ensure customers revisit a hotel and maintain their sense of loyalty. This study analyses and discusses real hotel customers’ reviews and feedback about their stay in the Top 10 Hotels in Indonesia. The findings show that perceptions of hospitality, perceptions of space and the overall hotel experience are the three most important factors in creating a memorable experience for Indonesian hotel customers. Limitations of this study and the avenues for future study are also discussed.Description
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Herjanto, Halimin and Gaur, Sanjaya S. and Adiwijaya, Michael (2014) What makes experience a memorable one for the customers of top Indonesian hotel. In: 2014 MAG Scholar Global Business, Marketing, and Tourism Conference, 22-11-2014 - 22-11-2014, Yogyakarta - Indonesia.
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NOTICE: this is the author’s version of a work that was accepted for publication. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in (see Citation). The original publication is available at (see Publisher's Version)