Author: Ren, Lianping
Title: Exploring Chinese customer experience with budget hotels
Degree: DHTM
Year: 2014
Subject: Hotels -- China
Hospitality industry -- China.
Travelers, Chinese
Hong Kong Polytechnic University -- Dissertations
Department: School of Hotel and Tourism Management
Pages: xi, 210 pages : illustrations, maps ; 30 cm
Language: English
Abstract: This study attempts to understand Chinese customer experience with budget hotels, which is a recently established hotel sector in China. The study adopts the experiential approach to understand the underlying factors influencing customer experience. The experiential approach holds the view that experience is holistic and felt from within. A measurement scale is developed for customer experience through extant literature review, in-depth interviews, and panel reviews. Statistical analyses including Explorative Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) are performed to validate the measurement scale. Another major effort of this study is to understand the impact of Chinese cultural values on customer experience with budget hotels. Measurement scale for the construct of Chinese cultural values is developed via similar procedures. The study proposes a model of customer experience and ten hypotheses of the relationships among constructs of customer experience, customer satisfaction, perceived value, behavioral intentions, and Chinese cultural values. The model and the hypotheses are tested by 371 usable questionnaires collected from active budget hotel customers in China. Structural Equation Modeling (SEM) is performed using AMOS 21. The result suggests that the proposed model has an acceptable fit to the data. Six out of the ten hypotheses are supported, while the rest four rejected. Based on the study result, both theoretical and practical implications are provided.
Access: restricted access

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