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• Importance and impact of guest satisfaction

  31-37

  Klára Morvay Karakas

  Views:

  410

  The service quality can be measured by the consumers’ satisfaction. Researchers assume that high quality satisfies the guests and satisfaction may increase their loyalty. The main goal of this article is to measure guest satisfaction and prove its positive impacts on Hungarian hotels’ performance. A comprehensive survey was made on the Hungarian wellness hotels in October 2012; the primary aim was to provide them suggestions to improve their quality on the base of guests’ feedback. A self-administered questionnaire were compiled and sent back by 815 respondents. The investigation examined the quality awareness, quality perception, guest satisfaction and the following behavioral intentions of domestic guests of spa hotels. It can be concluded that domestic guests are generally satisfied with the quality of services offered by Hungarian spa hotels. The message of this research is for hotel managers that the increase of guest satisfaction can be reached by the improvement of service quality, and not only with price discounts. It has been demonstrated that satisfaction is closely related to their willingness to return to the hotel, so it is an essential condition of loyalty.

• Guest satisfaction survey at the Aquaticum Debrecen Thermal and Wellness Hotel

  53-56

  Gábor Hevessy

  Katalin Vargáné Csobán

  Views:

  224

  Aquaticum Debrecen Thermal and Wellness Hotel is one of the most successful hotels in the North Great Plains region as well as in Hungary. The key to success lies in high level customer satisfaction. On the one hand only the satisfied guests will return to the hotel, on the other hand the guests’ positive or negative opinions will be shared with thousands of potential customers immediately by means of the Internet. Consequently, exploring the main factors of guest satisfaction has never been so important as nowadays. An online questionnaire system was introduced to the hotel in 2010, which resulted in an increased number of customer responses, thus it became possible to analyse the various aspects of customer satisfaction in a greater detail. In the present study the critical factors of guest satisfaction are analysed. We investigated the guests’ willingness to return to the hotel, and found that there is no significant difference between the guests’ gender, age, permanent place of residence and the fact if they travel alone or with a company and their willingness to return to the hotel, i.e. guest satisfaction. However, business travellers’ opinion significantly differs from the recreational travellers’ views concerning their return to the hotel. Business travellers are less satisfied and less willing to return. Furthermore, we investigated whether the problems experienced by the guests in the hotel influence the guests’ willingness to return to the hotel. We found that the guests who experienced problems are less willing to return. However, we also concluded that there was no significant difference in their willingness to return among those guests who experienced problems during their stay and these were efficiently handled, and those guests who did not experience any problem.

• Studying satisfaction and spending willingness of guests visiting spas and thermal baths in the Northern Hungarian Region

  125-133

  Róbert Szabó

  Views:

  136

  In my study I will show the opinion of the guests familiar with seven thermal baths of the Northern-Hungarian Region (such as Eger Thermal Bath, Eger Turkish Bath, Egerszalók Salt Hill Thermal Spa, Demjén Thermal Bath, Bogács Thermal Bath and the Cave-Bath of Miskolc-tapolca) about the medical supply elements, about the price-value rate of supply elements in the thermal bath, and also the spending willingness of the guests in relation to age and earns. From the data I calculated mean, SD and spectrum and examined the crosstab correlations as well, and the Cramer’s V associate coefficient. The results of the correlation tests could be summarised as the following: Guests regardless financial state and age give grade 4 to price/value ratio, but despite their positive judgement spending is not characteristic (most guests spend nothing additional besides admission fee, if so, they do not exceed the 5000 forint amount) even among those who belong to the ’upmarket’ category. Both younger and elderly guests can be characterised with the economical approach, i.e. “Make both ends meet” although seemingly they could extend these “ends”.

• The analysis of costumer satisfaction in recreational tourism

  57-61

  Éva Kozmáné Csirmaz

  Károly Pető

  Views:

  192

  Due to increased health awareness and the growing amount of assistance to boost it, health tourism research has gained significance in our days. The present study focuses on the analysis of customer needs for recreational tourism and their habits; moreover, it interviews the guests of 15 Hungarian wellness hotels through a questionnaire survey. Next we attempt to explore the rate of guest satisfaction with healthpreservation services. The study presents the findings of this research activity until now, whereas the results of further data processing will be published in the future.

• A survey on tourism experiences by Hungarian travellers: towards guest satisfaction

  73-76

  Márton Magyar

  Views:

  137

  In the 21st century experiences got great significance in the every-day life and in tourism as well. Human popularity can achieve very good and happy moments e.g. by shopping (complex experience in shopping centres) by common spare time activities in the nature and in towns, also by having vacation at a special destination. Animation/entertainment is a sphere of hotel services that is to help the guests sparing their free time on holidays in a good atmosphere, by providing experienceful programs. Good memories of a tourism service can make guests satisfied and build a returning clientele sphere. That is why it is awaited to map the (potential) guests’ expectations and observations of services. This paper discusses Hungarian tourists’ experiences conducted in Hungary aiming to reveal the need for professional services focusing on the not-so-spread area, Animation. The experiential dimensions of every-day life and tourism was studied by an own-edited questionnaire (N = 1000) in the half-year period of 1st August 2010 – 31st January 2011. This study was extended by quality of life since summer 2011 and I am going to compare the results of these two surveys with the aim of development suggestions in order to achieve a main level of guest satisfaction and a loyal sphere of clientele.