The perception of travellers towards the services of an airport boutique hotel.

Abstract

This research studies about the perceptions of the travelers towards the services of an airport boutique hotel. The objectives of the study are to explore the perception of the customers towards the services offered by the boutique hotel located in the airport, and to identify the possible extra supportive services for the boutique hotel located in the airport to upgrade customers’ satisfaction. The researcher uses qualitative study by conducting the in-depth interviews with 12 travelers who stay at the hotel. Besides, the data from the reviews of the hotel on a travel website are collected for further analysis. The study finds that there are many factors influencing the customer satisfaction towards the hotel including the hotel room and in-room facilities, clean bed, coffee shop, hotel cleanliness, hotel design and decoration, and hotel services by staff. The review from the website further adds the hotel location as the influencing factor on customer satisfaction. Besides, the study suggests that the possible extra services that the hotel should offer to improve customer satisfaction are such as the improvements of air condition system and more television channels. The future researcher is recommended to include the use of quantitative study for the future studies