Key attributes of Muslim-friendly hotels’ service quality: voices from booking.com

Author:

Arasli Huseyin,Saydam Mehmet Bahri,Gunay Tugrul,Jafari Kaveh

Abstract

Purpose On a global scale, the Muslim-friendly hospitality business has intensified hotel competition. Given the paucity of research on the important service quality characteristics of Muslim-friendly hotels, this study aims to identify the major themes encountered by tourists at Muslim-friendly hotels. Design/methodology/approach The research used content analyzes (qualitative) to examine 1,250 reviews using Leximancer software. Data were gathered from the online travel website booking.com. The top 10 Islamic hotels according to Crescent ranking were taken into a data set. Findings Qualitative (narratives) analysis showcased nine key themes, namely, “hotel,” “staff,” “food,” “room,” “location,” “pool,” “facilities,” “cleanliness” and “Wi-Fi.” Furthermore, the findings of this study contribute to filling research voids in the literature by distinguishing themes linked with halal hotel “satisfaction” from those associated with “dissatisfaction.” Originality/value The findings of this research offer valuable visions into halal-hotel travelers’ overall experiences based on user-generated content and facilitate the identification of the dominant themes linked with a different value for money ratings.

Publisher

Emerald

Subject

Marketing

Reference104 articles.

1. The impact of halal tourism, customer engagement on satisfaction: moderating effect of religiosity;Asia Pacific Journal of Tourism Research,2019

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3. An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines: findings from foreigners and overseas Pakistani customers,2015

4. Effect of general risk on trust, satisfaction, and recommendation intention for halal food;International Journal of Hospitality Management,2019

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