Statistical Modeling for Hotel Customer Satisfaction: Identifying Key Influencers

Title: A Statistical Modeling Approach to Analyze the Factors Affecting Customer Satisfaction in the Hotel Industry

Abstract: Customer satisfaction is a critical factor for the success of any service industry. In the hotel industry, customer satisfaction is directly linked to customer loyalty and repeat business. Therefore, it's essential for hotel managers to identify the factors that influence customer satisfaction and take necessary actions to improve them. This study aims to develop a statistical model to analyze the factors affecting customer satisfaction in the hotel industry.

Methodology: The study used a cross-sectional survey design to collect data from 500 hotel customers in a major city in the US. The survey questionnaire included items related to customer demographics, hotel attributes (e.g., cleanliness, comfort, staff behavior, etc.), and overall customer satisfaction. The data were analyzed using multiple regression analysis, which is a commonly used statistical modeling approach to analyze the relationships between multiple independent variables and a dependent variable.

Results: The regression analysis showed that hotel attributes such as cleanliness, comfort, and staff behavior significantly affect customer satisfaction. Other factors such as customer demographics, length of stay, and purpose of the visit also had a significant impact on customer satisfaction. The model explained 70% of the variance in customer satisfaction, indicating that the model is a good fit for the data.

Conclusion: The study concludes that hotel managers should focus on improving the cleanliness, comfort, and staff behavior to enhance customer satisfaction. Additionally, the findings suggest that managers should consider the demographics, length of stay, and purpose of the visit of their customers to tailor their services accordingly. The statistical modeling approach used in this study can be applied to other service industries to analyze the factors affecting customer satisfaction and improve customer loyalty.

Keywords: Customer satisfaction, Hotel industry, Statistical modeling, Multiple regression analysis, Service quality.