appendix 1 a sample of the questionnaire...

136

APPENDIX 1

A SAMPLE OF THE QUESTIONNAIRE USED IN THE

EXPLORATORY SURVEY

SAINTGITS INSTITUTE OF MANAGEMENT

Dear Sir/Madam,

I am in the process of doing a research in the area of Marketing, of

luxury Star hotels. In my research, I am exploring the possibility of

developing a booking scale for hotels. I feel that once the scale is developed,

luxury star hotels can use it to better understand, why their hotels are being

booked, for corporate rooms. Such a scientific scale development is attempted

for the first time ever.

Therefore I humbly request you to support this endeavor, with your

unbiased, true and open responses. I request you to kindly answer the likert

scale questions, by marking your responses.

I assure you that this survey will not take more than 5 minutes for you.

The data will be used only for academic purposes and will be kept

confidential.

Thanking you in advance,

Ajith Thomas,

Researcher Hospitality, ANNA University Coimbatore.

137

QUESTIONNAIRE

1) Have you booked hotels in the luxury category (4 star and above), for

your company's guests? A) YES B) NO

2) If YES go to the next question; If NO, who books luxury hotels for

your company's guests? (Please suggest the name and email id of the

booker so that this survey can be send to.) ___________________

Items 1

Strongly Agree

2 Agree

3 Neutral

4 Disagree

5 Strongly disagree

I feel that the hotel has very good facilities supporting their core services of rooms.

1 2 3 4 5

The looks of the hotel is great.

1 2 3 4 5

I feel that the relationship between me and the hotel staff is very good.

1 2 3 4 5

The hotel always delivers their promises.

1 2 3 4 5

There is always an immediate response from the staff members, at times of a requirement at the hotel.

1 2 3 4 5

The hotel seems to be very professionally managed.

1 2 3 4 5

The managers of this hotel are very helpful.

1 2 3 4 5

I like the hotel facilities very much.

1 2 3 4 5

I get very less or no complaints for this hotel, if I book my guests here.

1 2 3 4 5

138

I feel that there is great easiness, to get things done at this hotel.

1 2 3 4 5

I love the ambience of this hotel.

1 2 3 4 5

I use this hotel because of the specific amenities in the room, like Wi-Fi internet access and in room safe deposit locker.

1 2 3 4 5

There is space available for recreation and exercising in the hotel.

1 2 3 4 5

Various channels (hotel websites, sales office, reservations) can be used to book the hotel.

1 2 3 4 5

The food is rated very good in this hotel.

1 2 3 4 5

I consider brand of the hotel important, to select a luxury hotel.

1 2 3 4 5

The hotel offers positive responses, to even last minute changes and requests.

1 2 3 4 5

I consider cleanliness of a hotel important, while selecting a hotel.

1 2 3 4 5

The ambience of the restaurant and bars is very important, for me for selecting a luxury hotel.

1 2 3 4 5

Late checkout options on a complimentary basis, should be available for at least a few of my guests at the hotel.

1 2 3 4 5

139

Professionalism of staff members is a major consideration for me, while selecting hotels, for my guests stay.

1 2 3 4 5

I would like to showcase to my guests, an associating hotel, as my best possible selection, in the town.

1 2 3 4 5

The service quality of the hotel is considered important, in selecting a hotel.

1 2 3 4 5

The customer service orientation of the hotel is considered for selecting a hotel.

1 2 3 4 5

I look for good lighting in the room before selecting a hotel for my guests.

1 2 3 4 5

The hotel checks, informs and gets approval for any changes that happen during my guest stay.

1 2 3 4 5

The staff at the hotel is very attentive for service delivery.

1 2 3 4 5

The hotel should provide consistent service quality each and every time.

1 2 3 4 5

There should be good landscaping and good ambience for any luxury hotel.

1 2 3 4 5

I feel that the overall impression about the service of a hotel should be very good.

1 2 3 4 5

140

The aesthetics of the hotel lobby area and the plushness of the room is important for me for booking rooms.

1 2 3 4 5

I am fully satisfied by the way I do business with the hotel.

1 2 3 4 5

My guests should feel that the hotel services are good value for money.

1 2 3 4 5

The guest should be satisfied with the overall experiences of the hotel.

1 2 3 4 5

I select a hotel based on the guest status and his entitlement in the company.

1 2 3 4 5

The hotel has attentive staff members.

1 2 3 4 5

The overall restaurant experience of the hotel is good.

1 2 3 4 5

The hotel makes me feel that I am a valued guest.

1 2 3 4 5

The guest rooms are comfortable for relaxing.

1 2 3 4 5

The hotel has very good sales representation.

1 2 3 4 5

The housekeeping of any hotel should be very good.

1 2 3 4 5

1. Name? _________________________________

2. Gender? Male Female

3. Company? _________________________________

4. Designation title? _________________________________

5. Position in the company?

141

1. Supervisor (eg. Executive secretary, Front office executive etc.)

2. Executive (eg. HR Executive, Sales Executive etc.)

3. Managerial (eg. Asst. Sales Manager, Head - HR, Manager (Purchase))

4. Senior Manager (eg. General Manager, VP etc.)

5. Other: Pls specify:__________________________

6. Email address: _______________________

7. Mobile number:_______________________

8. Age? a) 20-30 b)31-40 c)41-50 d) 51-60 e) above 60

9. How many years have you been booking luxury hotels?

a) last 1-3 year

b) last 4-6 years

c) last 7-9 years

d) last 9 - 12 years

10. When did you last give a booking for your guest, to a hotel, above 4

star category?

a) within a week

b) within 2 weeks

c) within 3 weeks

d) within a month

e) Other (please specify)___________________

11. Which hotel do you use the last time?

a) Le Meridien

b) Vivanta - Taj Malabar

c) Gateway - Taj Residency

142

d) Trident Hotel

e) CGH Earth

f) Holiday Inn

g) Ramada Hotel

h) Dreams

i) Gokulam Hotel

j) The Renai

k) Avenue regent

l) Other (please specify)___________________

12. Which hotel do you rate as the best luxury hotel in Kochi?

a) Le Meridien

b) Vivanta - Taj Malabar

c) Gateway - Taj Residency

d) Trident Hotel

e) CGH Earth

f) Holiday Inn

g) Ramada Hotel

h) Dreams

i) Gokulam Hotel

j) The Renai, Cochin

k) Avenue regent

l) Other (please specify)___________________

143

13. How many room nights does your company give in total, to all luxury

hotels (4 star and above) in Kochi in a MONTH? (Approximate

average figure).

(1 room for 3 nights is 3 room nights; 2 rooms for 1 night each is 2

room nights)

a) 1-5 room nights

b) 6-10 room nights

c) 11-15 room nights

d) 16-20 room nights

e) 21 - 25 room nights

f) Other

Thank you for your response. Ajith K. Thomas.

144

APPENDIX 2

A SAMPLE OF THE QUESTIONNAIRE USED IN THE

CONFIRMATORY SURVEY

SAINTGITS INSTITUTE OF MANAGEMENT CONFIRMATORY SURVEY - BOOKING SCALE DEVELOPMENT FOR LUXURY HOTELS

Dear Sir/Madam,




luxury star hotels can use it to better understand, why their hotels are being


for the first time ever.

Therefore I humbly request you to support this endeavor, with your

unbiased, true and open responses. I request you to kindly answer the likert

scale questions, by marking your responses.

I assure you that this survey will not take more than 5 minutes for you.

The data will be used only for academic purposes and will be kept

confidential.


Ajith Thomas,

Researcher Hospitality, ANNA University Coimbatore.

145

QUESTIONNAIRE

1) Have you booked hotels in the luxury category (4 star and above), for

your company's guests? A) YES B)NO

2) If YES go to the next question; If NO, who books luxury hotels for

your company's guests? (Please suggest the name and email id of the

booker so that this survey can be send to.)______________

Items 1

Strongly Agree

2 Agree

3 Neutral

4 Disagree

5 Strongly disagree

I feel that the hotel has very good facilities supporting their core services of rooms.

1 2 3 4 5

The looks of the hotel is great. 1 2 3 4 5


1 2 3 4 5

The hotel always delivers their promises.

1 2 3 4 5


1 2 3 4 5


1 2 3 4 5

The managers of this hotel are very helpful.

1 2 3 4 5

I like the hotel facilities very much. 1 2 3 4 5


1 2 3 4 5


1 2 3 4 5

I use this hotel because of the specific amenities in the room, like Wi-Fi internet access and in room safe deposit locker.

1 2 3 4 5


1 2 3 4 5

146


1 2 3 4 5


1 2 3 4 5


1 2 3 4 5

The ambience of the restaurant and bars is very important, for me for selecting a luxury hotel.

1 2 3 4 5

Late checkout options on a complimentary basis, should be available for at least a few of my guests at the hotel.

1 2 3 4 5

Professionalism of staff members is a major consideration for me, while selecting hotels, for my guests stay.

1 2 3 4 5

I would like to showcase to my guests, an associating hotel, as my best possible selection in the town.

1 2 3 4 5


1 2 3 4 5

The customer service orientation of the hotel is considered for selecting a hotel.

1 2 3 4 5


1 2 3 4 5

The hotel checks, informs and get approval for any changes that happen

1 2 3 4 5


1 2 3 4 5


1 2 3 4 5

The aesthetics of the hotel lobby area and the plushness of the room are important for me for booking rooms.

1 2 3 4 5


1 2 3 4 5

147

My guests should feel that the hotel services are good value for money.

1 2 3 4 5


1 2 3 4 5

I select a hotel based on the guest status and his entitlement in the company.

1 2 3 4 5


1 2 3 4 5


1 2 3 4 5


1 2 3 4 5


1 2 3 4 5

1. Name? Gender? 1. Male 2. Female

2. Company? _________________________________

3. Department _________________________________

4. Position in the company?

1. Supervisor (eg. Executive secretary, Front office executive etc.)

2. Executive (eg. HR Executive, Sales Executive etc.)

3. Managerial (eg. Asst. Sales Manager, Head - HR, Manager (Purchase)

etc.)

4. Senior Manager (eg. General Manager, VP etc.)

5. Others: Please specify:__________________________________

5. Email address: ________________Mobile

number:________________

6. Age? 1) <=30 2)31-40 3)41-50 4) >50

148

7. How many years have you been booking luxury hotels?

1. Less than 1 year

2. last 1-3 year

3. last 4-6 years

4. last 7-9 years

5. > 9 years

8. When did you last give a booking for your guest, to a hotel, above 4

star category?

1. Within 1 to 7 days




5. More than 30 days

9. Which luxury hotel do you use the last time in Cochin?

______________

10. How many room nights does your company give in total, to all luxury

hotels (4 star and above) in Kochi in a MONTH? (Approximate

average figure).

(1 room for 3 nights is 3 room nights; 2 rooms for 1 night each is 2

room nights) 1. <=72 2. 73-140 3. >=141

11. Which Industry does your company belong? _____________________

Thank you for your response. Ajith K. Thomas

149

APPENDIX 3

DELPHI 1:DELPHI OF 7 SALES PROFESSIONALS

Sl. No. Name Designation

No. of years in designation

No. of years in executive position

1 RESPONDENT 1

Complex General Manager 26 26

2 RESPONDENT 2 Sales Director 10 25

3 RESPONDENT 3 Sales Manager 10 15

4 RESPONDENT 4 Sales Manager 5 10

5 RESPONDENT 5 General Manager 5 20

6 RESPONDENT 6

Rooms division Manager 6 15

7 RESPONDENT 7

Head of HR & Sales Training 10 25

Average years of experience = 19.43 years

150

APPENDIX 4

SAMPLE LETTER TO MEMBERS OF DELPHI 1

Dear Mr. Respondent,



developing a booking scale. I feel that once the scale is developed, luxury star

hotels can use it to better understand why their hotels are being booked by the

bookers, for corporate rooms. Such a scientific scale development is

attempted for the first time ever. Therefore I humbly request you to support

this endeavor, with your unbiased, true and open responses.

I request you to kindly develop 15 questions and its theme and write it

on the attached response sheet. Examples of 2 questions and their themes are

shown below, as question numbers A and B. I request you to think like a

corporate room booker, who books your hotel, when you attempt to create the

questions. You may bring to your mind, some reasons that you think as to,

why the bookers book your hotel, when developing these questions.

You have been chosen for this exercise as you have been in this senior

executive position of luxury hotels, for a long period of time. I also believe

that your responses will be very valuable for my research.

All questions developed should be in a likert scale question style on

agreement and disagreement, as shown below. You are free to create several

questions in a single theme also. Should you wish to add more than 15

questions you may please do so.


Ajith Thomas,

Researcher Hospitality, ANNA University Coimbatore,

151

Sample questions

QNo. Question Theme

A. The hotel is near to my office. Location 1 2 3 4 5

Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

B. The hotel has very courteous staff members. Courteous staff

1 2 3 4 5


RESPONSE SHEET: QNo. Question Theme

.

1. ________________________________________ _____________

1 2 3 4 5


2. ________________________________________ _____________

1 2 3 4 5


3. ________________________________________ _____________

1 2 3 4 5


4. ________________________________________ _____________

1 2 3 4 5


5. ________________________________________ _____________

1 2 3 4 5


6. ________________________________________ _____________

1 2 3 4 5


7. ________________________________________ _____________

1 2 3 4 5


152

8. ________________________________________ _____________

1 2 3 4 5


9. ________________________________________ _____________

1 2 3 4 5


10. ________________________________________ _____________

1 2 3 4 5


11. ________________________________________ _____________

1 2 3 4 5


12. ________________________________________ _____________

1 2 3 4 5


13. ________________________________________ _____________

1 2 3 4 5


14. ____________ _____________________________________________

1 2 3 4 5


15. _____________ _____________________________________________

1 2 3 4 5


Name of the respondent: Designation: Number of years in this designation: Number of years in executive position in a Luxury hotel: Company name: Contact phone: Email:

Please attach your visiting card here:

Please post this response sheet (page 2 and 3) to:

AJITH THOMAS, SAINTGITS INSTITUTE OF MANAGEMENT,

KOTTUKULAM HILLS, PATHAMUTTOM P.O., KOTTAYAM 686532

153

APPENDIX 5

DELPHI 2: DELPHI OF 5 IHTAs

Sl. No.

Name of the booker Designation Company

name

No. of years in hotel booking

No. of years in the job

Booking of a luxury

hotel 1 Respondent 1 Branch

Manager Alkem 16 25

last week 2 Respondent 2 Manager Augusta

Westland 20 30 last week -

recent 3 Respondent 3 Manager -

Admin TCS 14 20

recent 4 Respondent 4 Executive

Secretary Nippon 18 24

recent 5 Respondent 5 Manager TCS-World

bank 14 14

recent AVERAG

E YEARS= 16.4 22.6

154

APPENDIX 6


Dear Sir,




luxury star hotels can use it to better understand why their hotels are being


for the first time ever. Therefore I humbly request you to support this

endeavor, with your unbiased, true and open responses.

I request you to kindly develop 15 questions and its theme and write it

on the attached response sheet. Examples of 2 questions and their themes are

shown below, as question numbers A and B. I request you to think yourself as

if you are going to do a booking in a luxury hotel, when you attempt to create

the questions. You may bring to your mind, some reasons that you think as to,

why you book a particular hotel, when developing these questions.

You have been chosen for this exercise as you have been in this senior

executive position booking luxury hotels, for a long period of time. I also

believe that your responses will be very valuable for my research.

All questions developed should be in a likert scale question style on

agreement and disagreement, as shown below. You are free to create several

questions in a single theme also. Should you wish to add more than 15

questions you may please do so.


Ajith Thomas, Researcher Hospitality, ANNA University Coimbatore,

155

Sample questions

QNo. Question Theme

A. The hotel is near to my office. Location

1 2 3 4 5 Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

B. The hotel has very courteous staff members. Courteous staff


RESPONSE SHEET: Question No. Question Theme

1. ________________________________________ _____________


2. ________________________________________ _____________


3. ________________________________________ _____________


4. ________________________________________ _____________


156

5. ________________________________________ _____________


6. ________________________________________ _____________


7. ________________________________________ _____________


8. ________________________________________ _____________


9. ________________________________________ _____________


10. ________________________________________ _____________


11. ________________________________________ _____________


12. ________________________________________ _____________


13. ________________________________________ _____________


14. ________________________________________ _____________


157

15. ________________________________________ _____________


Name of the respondent:

Designation:

Number of years in this designation:

Number of years that you have been booking a luxury hotel:

Company name:

Contact phone:

Email:

Recent booking was done _____ days back in the following hotel:

Please attach your visiting card here:

Please post/scan this response sheet to: AJITH THOMAS, SAINTGITS INSTITUTE OF MANAGEMENT, KOTTUKULAM HILLS, PATHAMUTTOM P.O., KOTTAYAM 686532; [email protected]

158

APPENDIX 7


Dear Sir,

I am in the process of doing a research in the area of Marketing, of luxury Star hotels. In my research, I am exploring the possibility of developing a booking scale for hotels. I feel that once the scale is developed, luxury star hotels can use it to better understand why their hotels are being booked, for corporate rooms. Such a scientific scale development is attempted for the first time ever. Therefore I humbly request you to support this endeavor, with your unbiased, true and open responses.

You have been chosen for this exercise as you have been in this senior academic position and have widely travelled or have been booking luxury hotels or have been associated with hotel/travel/tourism sector for a very long period of time. I also believe that your responses will be very valuable for my research. Below are some items, which have been developed as a result of a Delphi technique. I would like to use these, in the development of a booking scale. The plan is to use this items/construct in a likert scale on agreement and disagreement.

I would like you to help me, ranking each item in terms of its relevance to the particular component of the item/construct on a scale of one to five, where ' 1 ' indicated the lowest and '5' indicated very high relevance. You may click reply on this email and add your ranks in the column on the right side of the construct/item. I have not sent it to many academicians and hence your response is very important to me. Please help.


Ajith Thomas Researcher Hospitality, ANNA University Coimbatore.

159

APPENDIX 8

EXERTS FROM THE CODE BOOK DESCRIBING ITEMS

IN EXPLORATORY STUDY

ITEM NUMBER ITEM DISCRIPTION

CODE DURING EXPLORATORY

FACTOR ANALYSIS

Item 1 I feel that the hotel has very good facilities supporting their core services of rooms.

I 1

Item 2 The looks of the hotel is great. I 2 Item 3 I feel that the relationship between me

and the hotel staff is very good. I 3

Item 4 The hotel always delivers their promises. I 4 Item 5 There is always an immediate response

from the staff members, at times of a requirement at the hotel.

I 5

Item 6 The hotel seems to be very professionally managed.

I 6

Item 7 The managers of this hotel are very helpful.

I 7

Item 8 I like the hotel facilities very much. I 8 Item 9 I get very less or no complaints for this

hotel, if I book my guests here. I 9

Item 10 I feel that there is great easiness, to get things done at this hotel.

I 10

Item 11 I love the ambience of this hotel. I 11 Item 12 I use this hotel because of the specific

amenities in the room, like Wi-Fi internet access and in room safe deposit locker.

I 12

Item 13 There is space available for recreation and exercising in the hotel.

I 13

160

Item 14 Various channels (hotel websites, sales office, reservations) can be used to book the hotel.

I 14

Item 15 The food is rated very good in this hotel. I 15 Item 16 I consider brand of the hotel important,

to select a luxury hotel. I 16

Item 17 The hotel offers positive responses, to even last minute changes and requests.

I 17

Item 18 I consider cleanliness of a hotel important, while selecting a hotel.

I 18

Item 19 The ambience of the restaurant and bars is very important, for me for selecting a luxury hotel.

I 19

Item 20 Late checkout options on a complimentary basis, should be available for at least a few of my guests at the hotel.

I 20

Item 21 Professionalism of staff members is a major consideration for me, while selecting hotels, for my guests stay.

I 21

Item 22 I would like to showcase to my guests, an associating hotel, as my best possible selection, in the town.

I 22

Item 23 The service quality of the hotel is considered important, in selecting a hotel.

I 23

Item 24 The customer service orientation of the hotel is considered for selecting a hotel.

I 24

Item 25 I look for good lighting in the room before selecting a hotel for my guests.

I 25

Item 26 The hotel checks, informs and gets approval for any changes that happen during my guest stay.

I 26

Item 27 The staff at the hotel is very attentive for service delivery.

I 27

161

Item 28 The hotel should provide consistent service quality each and every time.

I 28

Item 29 There should be good landscaping and good ambience for any luxury hotel.

I 29

Item 30 I feel that the overall impression about the service of a hotel should be very good.

I 30

Item 31 The aesthetics of the hotel lobby area and the plushness of the room is important for me for booking rooms.

I 31

Item 32 I am fully satisfied by the way I do business with the hotel.

I 32

Item 33 My guests should feel that the hotel services are good value for money.

I 33

Item 34 The guest should be satisfied with the overall experiences of the hotel.

I 34

Item 35 I select a hotel based on the guest status and his entitlement in the company.

I 35

Item 36 The hotel has attentive staff members. I 36 Item 37 The overall restaurant experience of the

hotel is good. I 37

Item 38 The hotel makes me feel that I am a valued guest.

I 38

Item 39 The guest rooms are comfortable for relaxing.

I 39

Item 40 The hotel has very good sales representation.

I 40

Item 41 The housekeeping of any hotel should be very good.

I 41

162

APPENDIX 9

EXERTS FROM THE CODE BOOK DESCRIBING

REFINED PARSIMONIOUS SCALE ITEMS

(WITH REMOVED ITEMS DISPLAYED)

Item code in confirmatory

survey

Scale items or Indicators of the constructs

Refined parsimonious

scale

P1 I feel that the hotel has very good facilities supporting their core services of rooms

PL1

P3 I feel that the relationship between me and the hotel staff is very good.

PL2

P4 The hotel always deliver their promises. PL3 P5 There is always an immediate response

from the staff members, at times of a requirement at the hotel.

PL4

P6 The hotel seems to be very professionally managed.

PL5

P7 The managers of this hotel, are very helpful.

PL6

P8 I like the hotel facilities very much. PL7 P9 I get very less or no complaints for this

hotel, if I book my guests here. PL8

P10 I feel that there is great easiness, to get things done at this hotel.

PL9

P11 The food is rated very good in this hotel. PL10 P12 The hotel offers positive responses, to

even last minute changes and requests. PL11

P13 I am fully satisfied by the way I do business with the hotel.

PL12

163

P14 The hotel has attentive staff members. PL13 P15 The overall restaurant experience of the

hotel is good. PL14

P16 The guest rooms are comfortable for relaxing.

PL15

C1 I use this hotel because of the specific amenities in the room, like Wi-Fi, internet access, minibar, in room safe deposit locker etc.

CU1

C2 Various channels (hotel websites, sales office, reservations) can be used to book the hotel.

CU2

C3 I consider brand of the hotel important, to select a luxury hotel.

CU3

C6 I look for good lighting in the room before selecting a hotel for my guests.

CU4

C7 The hotel checks, informs and gets approval for any changes that happen during my guest stay.

CU5

S3 The service quality of the hotel is considered important, in selecting a hotel.

SU1

S4 The customer service orientation of the hotel, is considered for selecting a hotel.

SU2

S5 The hotel should provide consistent service quality each and every time.

SU3

S6 There should be good landscaping and good ambience for any luxury hotel.

SU4

S7 The aesthetics of the hotel lobby area and the plushness of the room, is important for me for booking rooms.

SU5

S8 My guests should feel that the hotel services is good value for money.

SU6

S9 The guest should be satisfied with the overall experiences of the hotel.

SU7

S11 The housekeeping of any hotel should be very good.

SU8

164

P2 The looks of the hotel is great. removed C4 The ambience of the restaurant and bars is

very important, for me for selecting a luxury hotel.

removed

C5 I would like to showcase to my guests, an associating hotel, as my best possible selection, in the town.

removed

S1 Late checkout options on a complimentary basis, should be available for atleast a few of my guests at the hotel.

removed

S2 Professionalism of staff members is a major consideration for me, while selecting hotels, for my guests stay.

removed

S10 I select a hotel based on the guest status and his entitlement in the company.

removed

165

APPENDIX 10

EXERTS FROM THE CODE BOOK DESCRIBING TRAITS

AND ITEMS IN THE RESULTS OF THE CFA

TRAIT STATEMENT

PER

SON

AL

TR

AIT

I feel that the hotel has very good facilities supporting their core services of rooms


The hotel always deliver their promises.



The managers of this hotel, are very helpful.

I like the hotel facilities very much.









166

CU

E U

TIL

IZA

TIO

N

I use this hotel because of the specific amenities in the room, like Wi-Fi, internet access, minibar, in room safe deposit locker etc.




The hotel checks, informs and gets approval for any changes that happen during my guest stay.

SUR

RO

GA

TE

TR

AIT


The customer service orientation of the hotel, is considered for selecting a hotel.



The aesthetics of the hotel lobby area and the plushness of the room, is important for me for booking rooms.

My guests should feel that the hotel services is good value for money.



appendix 1 a sample of the questionnaire...

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