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Regular version of the site

Article

The Role of Nationality and Hotel Class on Guests’ Satisfaction. A Fuzzy-TOPSIS Approach Applied in Saint Petersburg

Administrative Sciences. 2020. Vol. 10. No. 3. P. 1-24.
Juan Carlos M., Maria Victòria S. R., Rudchenko V.

Although hotels usually have clients from di erent nationalities, the research analyses
the multicultural e ects on hotel customers’ satisfaction is still scant. This paper aims to contribute
to the realm of hotel management by providing interesting managerial insights into how di erent
nationalities perceive hotel attributes di erently using two hotels located in Saint Petersburg as
a case study. To that end, a fuzzy hybrid method based on the technique of similarity to ideal
solution (FTOPSIS) is proposed. The results are based on a sample of 447 guests and show that:
(1) nationality influences the hotel guests’ satisfaction; (2) customers are, in general, more elastic in
three-star hotels than in four-star hotels; (3) welcome gifts in the room and in the bathroom are key
attributes in the clients’ satisfaction; and (4) Italian and Spanish guests are the least and the most
satisfied customers, respectively. The study o ers a number of important managerial insights to
hotel managers and practitioners. The average figures obtained by general hotel satisfaction surveys
usually hinder important peculiarities that need to be addressed when managers develop strategic
satisfaction enhancement programmes. In particular, our results show that managers need to adapt
the programmes to the di erences observed by nationalities.