Journal of Hospitality Application and Research

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Factors Influencing Behavior and Choices of the Consumers while they Avails Hospitality Services "A Study of Delhi"


Affiliations
1 I. K. Gujral Punjab Technical University, Jalandhar, Punjab, India
2 I.K. Gujral Punjab Technical University, Jalandhar, Punjab, India
     

   Subscribe/Renew Journal


Consumer behavior (CB) involves certain decisions, activities, ideas or experiences that satisfy consumer needs and wants (Solomon, 1996). It is 'concerned with all activities directly involved in obtaining, consuming and disposing of products and services, including the decision processes that precede and follow these actions' (Engel, Blackwell,&Miniard, 1995. Many factors influences the decision making process while searching and availing the hospitality services. These factors can be psychological, social, cultural, economic, personal, organizational, and external environmental factors. These factors influence the consumer behavior of people which ultimately influences consumer's choices for availing the hospitality industry services. The psychological factors influencing the consumer behavior are motivation, perception, and attitude. The social factors constitute family, reference groups, role and status. Cultural factors include culture, subculture, and social class. The economic factors contain personal income, family income, and income expectations. The other factors those are personal includes age, occupation, income, and life style besides these, factors influencing consumers behavior are organizational factors which includes marketing strategies of organization, brand name and image of the company and in last but not the least the factors those influences consumers choice /behavior are external environmental factors which includes economic, political, social, legal, technology and competition.

Keywords

Behavior, Perception, Motivation, Reference Group, Cultural Factors, Subculture, Income.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Susskind, A. M. (2002). I told you so! Restaurant Customers’ World-of-mouth Communication Patterns”, Cornell Hotel and Restaurant Administration Quarterly, 43(2).

  • Cooper, C., Fletcher, J., Fyall, A., Gilbert, D., & Wanhill (2005). Tourism-principles and practice (3rd ed.). Pearson Education Ltd. U.K. pp. 84-94.

  • Grigoroudis, E., & Siskos, Y. (2009). Customer satisfaction evaluation: Methods for measuring and implementing service quality. Springer.

  • Holjevac, I. A., Marković, S., & Raspor, S. (2000). Customer Satisfaction Measurement in Hotel Industry: Content Analysis Study. Working paper.

  • Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6). Bradford.

  • Prois, J. (2009). Study measures value of guest experience: Hotel and Motel Management, 224. Duluth.

  • Salver, J. (2009). Brand management in the hotel industry and its potential for achieving customer loyalty. GRIN Verlag.

  • Feickert, J., Verma, R., Plaschka, G., & Dev, C. S. (2006). Safeguarding your customers: The guest’s view of hotel security. Cornell Hotel and Restaurant Administration Quarterly, Cornell University: Aug 2006: Vol. 47(3).

  • Budhwar, K. (2004). Independent Restaurants in the Delhi/Gurgaon Region: An Analysis of the Gap between Management Perceptions and Customer Expectations. Journal of Services Research, 4(2).

  • Namasivayam, K., & Hinkin, T. R. (2003). The customer’s role in the service encounter: The effects of control and fairness. Cornell Hotel and Restaurant Administration Quarterly, 44(3).

  • Kamra, K. K., & Chand, M. (2007). Basics of Tourism. Kanishka Publishers distributors, ISBN-10:8173916705

  • Malthouse, E. C., Oakley, J. L., & Iacobucci, D. (2003). Customer Satisfaction across Organizational Units.” Working Paper: Northwestern University.

  • Biju, M. R. (2012). Sustainable dimensions of tourism management. New Century Publication.

  • Peyton, R. M., Pitts, S., & Kamery, H. R. (2003). Consumer Satisfaction/Dissatisfaction (CS/D): A Review of the Literature Prior to the 1990s”, Proceedings of the Academy of Organizational Culture, Communication and Conflict. Vol. 7(2).

  • Rizaldi, D., & Wijaya, E. S. (2006). Analysis of Five SERVQUAL Dimensions through Disconfirmation Theory Approach to Establish a Level of Customer Satisfaction at Indrapuyra Restaurant, Netherlands, Thesis; Petra Christian University Library, The Netherlands.

  • Ramsaran, R. R. (2007). Developing a Service Quality Questionnaire for the Hotel Industry in Mauritius. Journal of Vacation Marketing, 13(1).

  • Callan, R. J., & Kyndt, G. (2001). Business travelers’ perception of service quality: A prefatory study of two European city centre hotels. The International Journal of Tourism Research, Jul/Aug 2001: 3,4; ABI/INFORM Global.

  • Rahimi, R. (2007). Feasibility Study of Customer Relationship Management (CRM) Application in Hotel Industry: Case of Hamgame Arya Group Hotels. Master Thesis: Lulea University of Technology.

  • Singh, S. N. (1986). Geography of tourism and recreation, International union of official Travel organization. Technical bulletin, Inter India Publication, New Delhi. pp. 54-55.

  • Gupta, S., McLaughlin, E., & Gomez, M. (2007). Guest satisfaction and restaurant performance. Analysis of Restaurant Management. Cornell Hotel & Restaurant Administration Quarterly.

  • Figini, S., & Giudici, P. (2002). Statistical Model for Customer Satisfaction Data”, Working Paper, University of Pavia. Extracted from http://www-3.unipv.it/dipstea/workingpapers/30.pdf.

  • Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery.” Journal of Marketing Research, 36, August 1999.

  • Ball, S., Horner, S., & Nield, K. (2007). Contemporary hospitality and tourism management issues in China and India: Today’s dragons and tigers. Butterworth: Heinemann

  • Sharma, S. (2008). Planning and Development of tourism and hospitality. Rajat publications, ISBN: 10:8178802716 Σ∑ Juwaheer, T. K., & Ross, D. L. (2003). A study of hotel guest perceptions in Mauritius. International Journal of Contemporary Hospitality Management, 15(2).

  • Gopal, V. V. (2005). CRM in travel and tourism: Concepts and cases, ICFAI university press, ISBN- 8178814757

  • Vavra, T. G. (1997). Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs. American Society for Quality.

  • Hom, W. (2000). An Overview of Customer Satisfaction Models, RP Group Proceedings, California Community Colleges.

  • WEBSITES

  • www.zoukexpress.com

  • www.kiranshreeportico.com

  • www.rustomjeeregency.com

  • www.hospitalitynet.com

  • www.hotelmarketing.com

  • www.tnooz.com


Abstract Views: 258

PDF Views: 0




  • Factors Influencing Behavior and Choices of the Consumers while they Avails Hospitality Services "A Study of Delhi"

Abstract Views: 258  |  PDF Views: 0

Authors

Anil Kumar Kalotra
I. K. Gujral Punjab Technical University, Jalandhar, Punjab, India
Nitya Sharma
I.K. Gujral Punjab Technical University, Jalandhar, Punjab, India

Abstract


Consumer behavior (CB) involves certain decisions, activities, ideas or experiences that satisfy consumer needs and wants (Solomon, 1996). It is 'concerned with all activities directly involved in obtaining, consuming and disposing of products and services, including the decision processes that precede and follow these actions' (Engel, Blackwell,&Miniard, 1995. Many factors influences the decision making process while searching and availing the hospitality services. These factors can be psychological, social, cultural, economic, personal, organizational, and external environmental factors. These factors influence the consumer behavior of people which ultimately influences consumer's choices for availing the hospitality industry services. The psychological factors influencing the consumer behavior are motivation, perception, and attitude. The social factors constitute family, reference groups, role and status. Cultural factors include culture, subculture, and social class. The economic factors contain personal income, family income, and income expectations. The other factors those are personal includes age, occupation, income, and life style besides these, factors influencing consumers behavior are organizational factors which includes marketing strategies of organization, brand name and image of the company and in last but not the least the factors those influences consumers choice /behavior are external environmental factors which includes economic, political, social, legal, technology and competition.

Keywords


Behavior, Perception, Motivation, Reference Group, Cultural Factors, Subculture, Income.

References