The hotel industry in Singapore is an important part of the hospitality and tourism infrastructure and a strategic part of Singapore’s growth story. Hotels are primarily viewed as a service industry with intangible areas of guest experience and service levels. The research objective of this paper is to better understand the hotel guest satisfaction and the areas that hotel management can change...

This article is going to discuss the strengths and weaknesses of the Hotel Industry on a global basis and to study the viability of a hotel project, taking into account the five competitive forces of Michael Porter’s Model. The main competitive forces and factors within those forces will determine the feasibility and potential profitability in a hotel project. The two crucial factors that enabl...

In this article, we analyze the impact on hotels of the ISO 14001 environmental certification system from the customers’ perspective. Based on a comparison of customer ratings of 6,850 hotels in Spain with and without ISO 14001 certification, overall guests rate the hotels with ISO 14001 certification higher than those without the certification. These results are stronger for hotel comfort and ...

Immigrant entrepreneurs often rely on their group’s local social capital in their new home market to establish and maintain their businesses. In particular, immigrant entrepreneurs with few resources of their own receive help from those possessing more resources. Supporting these arguments using the empirical setting of Gujarati immigrant entrepreneurs in the lodging industry, we find that the ...

A survey of 11 hotels in Hong Kong was carried out to collect three years’ energy consumption data. Regression analysis indicated that gross floor area was a major and statistically acceptable factor in explaining the gas consumption in new hotels. Based on past consumption data and some establishedpollutant emission factors,the amount of sulphur dioxides, nitrogen dioxides, carbon dioxides and...

Environmental management research on the hotel industry has touched little upon the topic of environmental performance assessment. This study uses ecological footprint models to assess natural resource consumption in the hotel industry and the burden it puts on the environment. Findings of the study indicated that: (1) As the star rating goes up, hotels tend to consume greater amounts of resour...

This study assessed employee perceptions of service quality in the Namibian hotel industry using the SERVQUAL approach. The data for the study were collected from 77 employees drawn from two large hotels in Windhoek who were surveyed using a questionnaire covering five service quality dimensions of empathy, reliability, responsiveness, assurance and tangibles. Data were analyzed using gap score...

Purpose – This paper explores the usefulness of analyzing text-based online reviews using text mining tools and visual analytics for SWOT Analysis, as applied to the hotel industry. These results can be used to develop competitive actions. Design – The text mining/visualization tool, ReviewMap, was used to transform an archive of reviews spanning multiple suppliers into a hierarchy of data of i...

In order to improve service quality and better understand, prepare for, and predict the marketing dynamics, it is essential to grasp the performance of other competing enterprises. Competitive analysis and benchmarking in the tourism industry are always challenging, especially for small businesses. Unique from the standardization of other manufacturing industries, hotels, restaurants, and attra...