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Wpływ wybranych cech zarządzania jakością na rentowność najlepszych hoteli w krajach Grupy Wyszehradzkiej
Języki publikacji
Abstrakty
The primary objective of the research was to determine the significance of satisfaction and profitability of the top hotels in the Visegrad Group countries. The following outputs were included in the analysis: Profitability Return on Assets (ROA), Return on Equity (ROE), satisfaction assessment with the quality of the features provided such as Overall Assessment, Personal, Location, Cleanliness, Comfort, Equipment and the evaluation of Price, Quality and Wi-Fi. Inference methods, context analysis (Pearson r, Spearman ρ) and multiple linear regression were used for the analysis. Data was obtained from the financial statements database (reporting period 2017) and from the booking portal (beginning of 2018). The sample was defined for the top hotels in the Visegrad Group countries, i.e. five star hotels (n = 33). One of the most interesting findings was that there is a relation between satisfaction and profitability (ROE, ROA), however it is a negative relation, which is contradictory with the research. In particular, the significant (p value <0.05) impact on ROE was confirmed in case of comfort, ROA was confirmed in the overall assessment (positive impact) as well as in the hotel location, price and quality, where it was negative. Negative impacts may reflect the organization's financial management system, which is a mirror of the state's financial cost accounting policy.
Głównym celem badań było określenie znaczenia satysfakcji i rentowności najlepszych hoteli w krajach Grupy Wyszehradzkiej. W analizie uwzględniono następujące wyniki: rentowność zwrotu z aktywów (ROA), zwrot z kapitału (ROE), ocena satysfakcji związana z jakością udostępnionych funkcji, takich jak ogólna ocena, kwestie osobiste, lokalizacja, czystość, komfort, wyposażenie i ocena ceny, jakości i Wi-Fi. Do analizy wykorzystano metody wnioskowania, analizę korelacji Pearsona i Spearmana i wielokrotną regresję liniową. Dane uzyskano z bazy danych sprawozdań finansowych (okres sprawozdawczy 2017) oraz z portalu rezerwacyjnego (początek 2018 r.). Próba została zdefiniowana dla najlepszych hoteli w krajach Grupy Wyszehradzkiej, tj. hoteli pięciogwiazdkowych (n = 33). Jednym z najciekawszych wniosków było to, że istnieje zależność między satysfakcją a rentownością (ROE, ROA), jednak jest to relacja negatywna, co jest sprzeczne z badaniami. W szczególności znaczący (p <0,05) wpływ na ROE potwierdzono w przypadku komfortu, ROA potwierdzono w ogólnej ocenie (pozytywny wpływ), a także w lokalizacji hotelu, cenie i jakości, gdzie był ujemny. Negatywne skutki mogą odzwierciedlać system zarządzania finansami organizacji, który ukazuje politykę księgowania kosztów finansowych państwa.
Czasopismo
Rocznik
Tom
Strony
46--58
Opis fizyczny
Bibliogr. 54 poz., tab.
Twórcy
autor
- University of Prešov in Prešov, Faculty of Management
autor
- University of Prešov in Prešov, Faculty of Management
autor
- Lambung Mangkurat University, Banjarmasin, Indonesia
autor
- University of Prešov in Prešov, Faculty of Management
autor
- University of Prešov in Prešov, Faculty of Management
autor
- University of Prešov in Prešov, Faculty of Management
Bibliografia
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- 2. Anderson C., 2012, The impact of social media on lodging performance, “Cornell Hospitality Report”, 12(15).
- 3. Anggraeni A., Wijaya F.E., 2019, Ready, Set, Go!: The Study of Consumer Behavior of Online Hotel Booking in Jakarta, [In:] Dynamic Perspectives on Globalization and Sustainable Business in Asia, IGI Global.
- 4. Arsawan I.W.E., Rajiani I., Suryantini S.P., 2018, Investigating knowledge transfer mechanism in five star hotels, “Polish Journal of Management Studies”, 18(2).
- 5. Barreda A., Bilgihan A., 2013, An analysis of user-generated content for hotel experiences, “Journal of Hospitality and Tourism Technology”, 4(3).
- 6. Berezina K., Bilgihan A., Cobanoglu C., Okumus F., 2016, Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews, “Journal of Hospitality Marketing & Management”, 25(1).
- 7. Casalo L.V., Flavian C., Guinaliu M., et al., 2015, Do online hotel rating schemes influence booking behaviors? “International Journal of Hospitality Management”, 49.
- 8. Chi C.G., Gursoy D., 2009, Employee satisfaction, customer satisfaction, and financial performance: An empirical examination, “International Journal of Hospitality Management”, 28(2).
- 9. De Pelsrnacker P., van Tilburg S., Holthof C., 2018, Digital marketing strategies, online reviews and hotel performance, “International Journal of Hospitality Management”, 72.
- 10. De Vaus D.A., 2002, Surveys in social research, Allen & Unwin, St Leonards, NSW.
- 11. Delen D., Kuzey C., Uyar A., 2013, Measuring firm performance using financial ratios: A decision tree approach, “Expert Systems with Applications”, 40(10).
- 12. Duverger P., 2013, Curvilinear Effects of User-Generated Content on Hotels' Market Share: A Dynamic Panel-Data Analysis. Journal of Travel Research, 52(4).
- 13. Elayan F.A., Meyer T.O., Li J.Y., 2006, Evidence from tax-exempt firms on motives for participating in sale-leaseback agreements, “Journal of Real Estate Research”, 28(4).
- 14. Filieri R., McLeay F., 2014, E-WOM and Accommodation: An Analysis of the Factors That Influence Travelers' Adoption of Information from Online Reviews, “Journal of Travel Research”, 53(1).
- 15. Forman C., Ghose A., Wiesenfeld B., 2008, Examining the relationship between reviews and sales: The role of reviewer identity disclosure in electronic markets, “Information Systems Research”, 19(3).
- 16. Gavilan D., Avello M., Martinez-Navarro G., 2018, The influence of online ratings and reviews on hotel booking consideration, “Tourism Management”, 66.
- 17. Gunasekar S., Sudkahar S., 2019, Does hotel attributes impact customer satisfaction: A sentiment analysis of online reviews, “Journal of Global Scholars of Marketing Science”, 29(2).
- 18. Huiying L., Qiang Y., Law R., 2012, Determinants of Customer Satisfaction in the Hotel Industry: An Application of Online Review Analysis, “Asia Pacific Journal of Tourism Research”, 18(7).
- 19. Kim B., Kim S., Heo C.Y., 2016, Analysis of satisfiers and dissatisfiers in online hotel reviews on social media, “International Journal of Contemporary Hospitality Management”, 28(9).
- 20. Kim E.E.K., Mattila A.S., Baloglu S., 2011, Effects of Gender and Expertise on Consumers' Motivation to Read Online Hotel Reviews, “Cornell Hospitality Quarterly”, 52(4).
- 21. Kot S., Kozicka K., 2018, Supply chain management evidence from tourism industry in Greece, “Journal of Environmental Management and Tourism”, 9(4).
- 22. Kotulič R., Király P., Rajčaniová M., 2007, Finančná analýza podniku, (1st ed.), Bratislava: Iura Edition spol s.r.o.
- 23. Kovács G., Gubán M., 2017, Planning of optimal fuel supply of international transport activity. “Periodica Polytechnica Transportation Engineering”, 45(4).
- 24. Kuhzady S., Ghasemi V., 2019, Factors Influencing Customers' Satisfaction and Dissatisfaction With Hotels: A Text-Mining Approach, “Tourism Analysis”, 24(1).
- 25. Kuncová M., Tucková Z., Vojáčková H., Chalupa P., Rux J., 2018, Sustainable regional development trough tourism: Case of the Czech municipalities of Vysocina region, “Journal of Security and Sustainability Issues”, 7(4)
- 26. Luekveerawattana R., 2018, Key factors affecting of tourists’ decisions to stay at environmental friendly hotels, “Polish Journal of Management Studies”, 17(2).
- 27. Liu S.W., Law R., Rong J., Li G., Hall J., 2013, Analyzing changes in hotel customers' expectations by trip mode, “International Journal of Hospitality Management”, 34.
- 28. Lorincova S., Hitka M., Starchon P., Stachova K., 2018, Strategic Instrument for Sustainability of Human Resource Management in Small and Medium-Sized Enterprises Using Management Data, “Sustainability”, 10(10).
- 29. Melo A.J.D.V.T., Hernandez-Maestro R.M., Munoz-Gallego P.A., 2017, Service Quality Perceptions, Online Visibility, and Business Performance in Rural Lodging Establishments, “Journal of Travel Research”, 56(2).
- 30. Morgan N.A., Rego L.L., 2006, The value of different customer satisfaction and loyalty metrics in predicting business performance, “Marketing Science”, 25(5).
- 31. Neirotti P., Raguseo E., Paolucci E., 2016, Are customers' reviews creating value in the hospitality industry? Exploring the moderating effects of market positioning, “International Journal of Information Management”, 36(6).
- 32. Nieto-García M., Muñoz-Gallego P.A., González-Benito O., 2017, Tourists’ willingness to pay for an accommodation: The effect of eWOM and internal reference price, “International Journal of Hospitality Management”, 62.
- 33. O'Connor P., 2005, Managing a Hotel's Image on TripAdvisor, “Journal of Hospitality Marketing & Management”, 19(7).
- 34. Park S.Y., Allen J.P., 2013, Responding to Online Reviews: Problem Solving and Engagement in Hotels, “Cornell Hospitality Quarterly”, 54(1).
- 35. Popovic O.B., Delibasic M., Ognjanovic I., 2018a, The perception of the tourist services quality with model for predicting the likelihood of returning to the destination, “Transformations in Business and Economics”, 17(3).
- 36. Popovic O.B., Nikic V., Bulatovic I., Delibasic M., 2018b, Modeling Perceived Quality, Customer Satisfaction and Probability of Guest Returning to the Destination, “Montenegrin Journal of Economics”, 14(1).
- 37. Raguseo E., Vitari C., 2017, The Effect of Brand on the Impact of e-WOM on Hotels' Financial Performance, “International Journal of Electronic Commerce”, 21(2).
- 38. Radjenovic M., 2018, The quality of human resources in Tourism and hospitality industry in Montenegro, “Transformations in Business and Economics”, 17(2).
- 39. Reyner C.P., Gelmar V.G., Sánchez A.R., Martínez R.V., 2017, Quality management and customer satisfaction in a tourist destination, a structural equation analysis, “Polish Journal of Management Studies”, 16(1).
- 40. Sedláček J., 2011, Finančn analýza podniku, (2nd ed.), Brno: Computer Press.
- 41. Sharifi S., 2019, Examining the impacts of positive and negative online consumer reviews on behavioral intentions: Role of need for cognitive closure and satisfaction guarantees, “Journal of Hospitality Marketing & Management”, 28(4).
- 42. Shin S., Chung N., Xiang Z., Koo C., 2019, Assessing the Impact of Textual Content Concreteness on Helpfulness in Online Travel Reviews, “Journal of Travel Research”, 58(4).
- 43. Sparks B.A., Browning V., 2011, The impact of online reviews on hotel booking intentions and perception of trust, “Tourism Management”, 32(6).
- 44. Stefko R., Kiral'ova A., Mudrik M.F., 2016, Strategic Marketing Communication in Pilgrimage Tourism, “Procedia Social and Behavioral Sciences”, 175.
- 45. Stefko R., Pollak F., 2016, Multifactor analysis of online reputation as a tool for enhancing competitiveness of selected Slovak towns, “European Journal of Science and Theology”, 12(5).
- 46. Stefko R., Vasanicova P., Litavcova E., Jencova S., 2018, Tourism Intensity in the NUTS III Regions of Slovakia, “Journal of Tourism and Services”, 9(16).
- 47. Suchanek P., Kralova M., 2016, Customer satisfaction and underperformance in the food industry, Proceedings Paper of SGEM 2016, BK 2: Political Sciences, Law, Finance, Economics and Tourism Conference Proceedings, Vol III.
- 48. Sun K.A., Kim D.Y., 2013, Does customer satisfaction increase firm performance? An application of American Customer Satisfaction Index (ACSI), “International Journal of Hospitality Management”, 35.
- 49. Tang C.Y., Mehl M.R., Eastlick M.A., He W., Card N.A., 2016, A longitudinal exploration of the relations between electronic word-of-mouth indicators and firms' profitability: Findings from the banking industry, “International Journal of Information Management”, 36(6).
- 50. Torres E.N., Singh D., Robertson-Ring A., 2015, Consumer reviews and the creation of booking transaction value: Lessons from the hotel industry, “International Journal of Hospitality Management”, 50.
- 51. Viglia G., Minazzi R., Buhalis D., 2016, The influence of e-word-of-mouth on hotel occupancy rate,”International Journal of Contemporary Hospitality Management”, 28(9).
- 52. White H., 1980, A Heteroskedasticity-Consistent Covariance Matrix and a Direct Test for Heteroskedasticity, “Econometrica”, 48.
- 53. Xie K.L., Zhang Z., Zhang Z., 2014, The business value of online consumer reviews and management response to hotel performance, “International Journal of Hospitality Management”, 43.
- 54. Ye Q.A., Law R., Gu B., Chen W., 2011, The influence of user-generated content on traveler behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings, “Computers in Human Behavior”, 27(2).
Uwagi
Opracowanie rekordu w ramach umowy 509/P-DUN/2018 ze środków MNiSW przeznaczonych na działalność upowszechniającą naukę (2019).
Typ dokumentu
Bibliografia
Identyfikator YADDA
bwmeta1.element.baztech-074ed7bf-343b-48f8-b41b-2ab873503de7