Hailin Qu

Service quality in China’s hotel industry: a perspective from tourists and hotel managers

Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing, Shanghai, and Guangzhou. A descriptive statistics analysis was used (paired t‐test and independent t‐test) to evaluate the service quality of China’s hotel industry from both the tourists’ and the managers’ perspectives, and to investigate the four gaps: between tourists’ expectations and their actual perceptions; between managers’ perceptions of tourists’ expectations and the actual expectations of tourists; between managers’ perceptions of a hotel’s service delivery and tourists’ actual perceptions of the service; and between managers’ perceptions of tourists’ expectations and managers’ perceptions of their hotel’s service delivery. The results showed that tourists’ perceptions of service quality provided in the hotel industry in China were consistently lower than their expectations and that managers overestimated the service delivery, compared to tourists’ perceptions of actual service quality, in the hotel industry in China. From the result of gap analysis, it might be concluded that Delivery Gap and Internal Evaluation Gap were the main reasons contributing to the service quality shortfalls in the hotel industry in China.

A service performance model of Hong Kong cruise travelers' motivation factors and satisfaction.

Abstract The objectives of this study were to find the Hong Kong cruise travelers’ profile, motivation factors, and satisfaction level, and to assess the important determinants and the probability of cruise travelers joining cruise travel again. A structured personal interview was conducted and a systematic sampling approach was used to select 330 respondents from five vessels. A service performance model was adopted and descriptive and logistic regression analysis was employed. The results indicated that the major traveling motivation factors were “Escape from normal life”, “Social gathering”, and “Beautiful environment and scenery”. Travelers reported a high satisfaction level with food and beverage facilities and quality and staff performances. However, they were dissatisfied with the factors of “Attractiveness, variety and organization of entertainment”, “Sport/fitness, shopping and child care facilities”, and “Seating space in F&B outlets”. The most important determinants of joining cruise travel again were “Accommodation”, “Food and beverage” and “Entertainment”.

A travel demand model for Mainland Chinese tourists to Hong Kong.

Abstract The purpose of the study was to determine what exogenous variables best explained the travel demand for Mainland Chinese tourists to Hong Kong. The 12 years (1984–1995) annual time series data of ‘number of Mainland Chinese tourist arrivals’, ‘China disposable income per capita’, ‘consumer price indices in Hong Kong and China’ and ‘exchange rates’ was used to develop a travel demand model. Seven exogenous variables were selected for the model through a literature review. An OLS multiple regression analysis was performed to identify the ‘best’ subset of seven exogenous variables to determine the demand model. The results showed that travel demand for Mainland Chinese tourists to Hong Kong could be explained by ‘disposable income per capita’ and ‘relaxation of visa requirements’.

The comparative analysis of Hong Kong as an international conference destination in Southeast Asia

Abstract The purpose of this study was to analyze the competitiveness of Hong Kong as an international conference destination in Southeast Asia. Survey questionnaires were sent to the conference end-users, organizers, and venues in Hong Kong and Singapore to study the limitation of holding a large conference in Hong Kong, and the importance and satisfaction of site selection criteria for holding conferences in Hong Kong and Singapore. The pair mean t test was used to compare satisfaction differences on the selection criteria in Hong Kong and Singapore. The ANOVA analysis was conducted to identify the selection criteria perceived differently by end-users, organizers and venues. The finding showed that Hong Kong was perceived as less competitive than Singapore as an international conference destination. The study suggested that Hong Kong must overcome its weaknesses and develop competitive advantages to maintain itself as an ideal international conference destination in Southeast Asia.

The effect of competitive strategies and organizational structure on hotel performance

Purpose – The purpose of this paper is to investigate the influence of competitive strategies and organizational structure on hotel performance and to explore whether organizational structure has a moderating effect on the relationship between competitive strategies and hotel performance.Design/methodology/approach – This study employed a causal and descriptive research design to determine the cause‐and‐effect relationships among competitive strategies, organizational structure, and hotel performance based on previous studies. A 28‐question self‐administered questionnaire comprising three sections was employed. The target population for this study was US hotel owners and general and executive managers whose e‐mail addresses were listed on a publicly available database. A census survey was carried out and e‐mails were sent to all of the hoteliers listed in the database.Findings – The results show a competitive human resources (HR) strategy to have a direct impact on a hotels behavioral performance, and a ...

A Study of the Impactof Travel Satisfaction on the Likelihood of Travelers to Revisit Thailand

Abstract This study aims to: (1) examine the satisfaction of international travelers during their visit to Thailand; (2) determine whether there is a significant difference in travel satisfaction between first time and repeat travelers; (3) assess whether there is a significant difference in travel satisfaction among travelers with different demographic profiles; and, (4) identify the impact of travel satisfaction on the likelihood of travelers to revisit Thailand. An exit questionnaire survey was used to collect data. The target population was the international traveler who was checking in for departure flights to 13 countries at the Bangkok International Airport from June 1-4 and June 10-11, 2000. A three stage sampling approach including proportionate stratified, cluster and systematic random sampling was used to randomly select 590 international travelers. Descriptive statistics, independent sample mean t-test, exploratory factor analysis, ANOVA, and logistic regression were used to analyze the data. The result of the study revealed a significant difference in travel satisfaction between first time and repeat travelers, and among travelers with different demographic profiles, and the impact of travel satisfaction on the likelihood of travelers to revisit Thailand.

A comparison study of Chinese domestic tourism: China vs the USA.

After achieving great success in developing international travel business, China’s tourism authorities, the local and international travel agencies and lodging companies are now diverting their attention to the untapped and big potential market of China’s domestic tourism business. By using a comparison approach, this study examines the current features of China’s domestic tourism. Various aspects of China’s domestic tourism are analyzed and discussed in a way of comparison with the USA. The aspects are: sources of information used by tourists, tourists’ transport and lodging patterns, tourists’ traveling activities and spending patterns, and governments’ role in domestic tourism. Discussions and conclusions are made based on a series of comparisons. Implications for both China’s government and travel agencies and international companies interested in China’s domestic travel business are provided.

A simultaneous equations model of the hotel room supply and demand in Hong Kong.

Abstract The purpose of the study is to identify the important factors that influence the hotel room supply and demand, and their overall impact on the Hong Kong hotel industry. Nineteen years of time series data are used and a simultaneous equations econometric model is employed. The overall goodness-of-fit of both demand and supply models is very high, suggesting high predictive power. Empirical results indicate that “hotel room price” and “tourist arrivals” are significant factors driving the demand for hotel rooms. In addition, “1990–91 recession” and “the 1997–98 Asian financial crisis” had a significant negative impact on the demand for hotel rooms in Hong Kong. At the same time, “hotel room quantity demanded”, “room occupancy rate”, “last periods room price”, “labor cost”, “last periods average price of Grade A private offices”, and “the Asian financial crisis” all have a significant impact on room price in the short run.

Destination Image and Behavior Intention of Travelers to Thailand: the Moderating Effect of Perceived Risk

ABSTRACT This study examined the influence of destination image and overall satisfaction toward behavioral intention of travelers to Thailand. The results found that destination image dimensions of quality of hotels and restaurants and cultural and natural attractions significantly influenced overall satisfaction. In addition, overall satisfaction had a positive effect on behavioral intention. This study further investigated the moderating effect of perceived risk on the relationship between overall satisfaction and behavioral intention. Travelers with low perceived risk of these natural disasters had a tendency for greater positive destination image, overall satisfaction, and behavioral intention than travelers with high perceived risk.

A case study of Hong Kong residents' outbound leisure travel.

Abstract Hong Kong is one of the largest outbound tourist generators in the Asia-Pacific region and the outbound travel has grown from 1.8 million in 1989 to 4.8 million in 2001. The purpose of this study was to investigate Hong Kong residents’ preferences toward destination choice of outbound leisure travel. In-depth personal interviews were conducted with 292 Hong Kong residents. A factor analysis was used to identify the dimensions of destination selection attributes and the one way analysis of variance with Duncans multiple range test was run to test the difference among specific groups of travelers. It was found that the dimension of safety is the top concern for Hong Kong residents when they choose travel destinations. Respondents with different demographic backgrounds were found to have different destination attribute preferences.