Exploring the Importance of Hotel Features Among Guests Using a Multi-Attribute Scaling Approach

Abstract

ABSTRACT ABSTRACT This paper employs a multi-attribute analysis procedure, which is common in the decision science literature, and focuses on the features that are important to hotel guests in Israel. The perspective of this study is that knowledge of the features that are important to customers can improve hotel management practices and may also provide a setting in which satisfaction may result. The analysis develops a hierarchy of features, and then, using a weighting method, these features' importance is computed. The empirical study evaluated these features among 396 tourists in different locations in Israel. The main results are reported, and the study provides some insights for managers, some customer-oriented management practices, and suggestions for future research. Keywords: Multi-attribute weightinghospitality managementquality servicecustomer satisfaction