Perceptions And Consumption Pattern1

Perceptions and Consumption Pattern1

PERCEPTIONS AND CONSUMPTION PATTERN

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Perceptions and Consumption Pattern2

Executive Summary

The customer perceptions and consumption patterns are very critical aspects in marketing. It is

therefore necessary for the organizations to understand what the customers perceive about the

organization and its associated products and services. Then aim of this study was to find the

travel perceptions and consumption pattern among guests at the Peninsula Hong Kong. A

descriptive cross-sectional study was applied. The theoretical review has focused on some

consumer behavior models that explain the aspects of this study. The study found a relationship

between perceptions and the consumption patterns. In addition, there was an overall positive

perception about the hotel among the interviewed guest. Another aspect that was discovered was

that most of the guests were local nations, even though the guests comprised of persons of

different nationalities. The detailed presentation of the results is on the appendices.

The study recommends that the The Peninsula Hong Kong improve its marketing strategies in

order to attract more international travelers. The hotel management should also develop and

active customer feedback platform in order to receive any complaints and act immediately. On

the unit improvement, the researcher recommends a study applying a random sampling technique

in order to have a more representative sample. Another recommendation is that there the data

collection and analysis should be given more time in the future research in order to obtain more

detailed but generalizable results.

Perceptions and Consumption Pattern3

Table of Contents

EXECUTIVE SAMMARY ........................................................................................................................ 2

1.0 INTRODUCTION ................................................................................................................................. 4

1.1 Background ....................................................................................................................................... 4

1.1.1 Objectives .................................................................................................................................... 5

1.1.2 Hypothesis .................................................................................................................................... 5

1.2 Methodology ....................................................................................................................................... 5

1.3 Company description ........................................................................................................................ 6

2.0 THEORETICAL REVIEW ................................................................................................................. 7

2.1 Introduction ........................................................................................ Error! Bookmark not defined.

2.2 Consumer behavior models .............................................................................................................. 7

2.2.1 Engel-Kollat-Blackwell consumer behavior model. .................................................................... 7

2.2.2 Sheth-Newman Gross Model ........................................................................................................... 8

2.2.3 Consumer decision-making model ............................................................................................... 9

2.2.4 Mathieson and Wall Travel-Buying Behavior ............................................................................. 9

3.0 APPLICATION OF THE MODELS ................................................................................................ 10

4.0 CONCLUSION ................................................................................................................................... 13

4.1 Recommendations to The Peninsula Hong Kong ......................................................................... 13

4.2 Recommendations to the unit............................................................ Error! Bookmark not defined.

REFERENCES .......................................................................................................................................... 15

Appendices ................................................................................................................................................. 16

Appendix 1: Survey Interview Schedule ................................................................................................ 16

Appendix 2: Survey Results ........................................................................................................................ 19

Perceptions and Consumption Pattern4

1.0 INTRODUCTION

1.1 Background

It is the hope of every business organization to attract more customers to the purchases

their products and services. Therefore the customer perceptions and consumption behavior is

vital for the company especially in the current business environment where it only those

businesses with a unique competitive edge survive in the market and make favorable profit

margins. The hospitality industry is one of these sectors where competition has become stiffer

due to an increasing number of hospitality institutions. On the brighter side, there has been an

increase in the number of travelers, tourists and holidaymakers globally, which is has led to

increased profits for the hotel industry. However, the travelers have become more informed and

choosy when it comes to selecting the travel destination or the hotel to spend their holiday.

Having loyal customers is another thing that the hotel business wants, which again is not an easy

thing in a competitive market(Andereck, McGehee Lee, & Clemmons 2012). It is therefore

essential for a hospitality company to find out the customers’ perceptions about the company and

its products in order to understand their consumption behavior. By doing this, the company will

be able to tailor their products and services in a way that it meets customers’ needs and makes

them develop positive perceptions towards the company.

In their research review, Cohen, Prayaq & Moital (2014), identified the consumer

perceptions as one of the key elements that influence consumption behavior in the travel and

tourism industry. Usually, consumers perceive something according to their expectations, which

is usually influenced by values, motivations, previous experiences and familiarity. Perception is

described as the process of selecting, organizing, and interpreting stimuli in a way that is

coherent and meaningful. Personal and social factors influence the interpretation. Perceptions

vary from one person to another leading to differences in behavioral status. An important

Perceptions and Consumption Pattern5

implication of this in the hospitality industry is that perceptions are critical in building the image

of the destination, guest involvement, quality of the service and customer satisfaction. The main

aim of this report is to find out the travel perceptions and consumption pattern of guests at The

Peninsula Hong Kong

1.1.1 Objectives

The specific objectives of the study are;

a. To identify the travel perception of guests at The Peninsula Hong Kong.

b. To identify the consumption pattern of guests at The Peninsula Hong Kong.

1.1.2 Hypothesis

The research hypothesis is customer perceptions are not significantly related to the

consumption patterns among The Peninsula Hong Kong guests.

1.2 Methodology

The study applied the descriptive research design as it main approach of inquirysince the

main aim was to pin point specific behaviors in a controlled environment in this case The

Peninsula Hong Kong. Moreover, the report employed cross-sectional approach as the data was

collected at the same period. The utilization of the Cross-sectional research due to the limited

time under which the data needed to be collected. The study sample was selected using

convenience sampling technique, this was in appreciation that the target population were people

enjoying their holiday. It was thus the intention to ensure that the study did not interfere with

their schedule not to mention the schedule of the hotel. Using this sampling method, twenty-five

guests were selected for the study.

Due to the high security maintained on matters data by the hotel, there was no access to

any existing information on the hotel’s client a phenomenon that the management is keen on

Perceptions and Consumption Pattern6

maintaining. Therefore, in the report simple survey interviews and questionnaire were applied in

data collection. The survey included the guests’ perception aspects and consumption patterns.

Concerning the perception aspects, the guests were asked to giving a rating in a scale of 1 to 5.

1= need improvement 2= fair 3= good 4= excellent 5= exceptional(see appendix 1 part II). The

aspects that were included are the quality of service, the food, accommodation, safety, the

recreational facilities, and the overall experience of the hotel. Survey questions were phrased as

“in a scale of 1 to 5, where do you rate the service quality of The Peninsula Hong Kong?”(See

appendix 1).Concerning consumption pattern, respondents were asked whether they were first

time visitors or it was a revisit(See appendix I part III). Other aspects included in the

consumption pattern were willingness to revisit, visiting as group or single, planning to

recommend the hotel to friend, and their current consumption services or products at the hotel

(see appendix 1 part III).

1.3 Company Description

The Peninsula Hong Kong is a 5-Star international hotel at the heart of the Far East. The

hotel is dedicated to providing high quality services and a lasting experience to its customers. All

the hotel offering are aimed to maintain the spirit of luxurious comfort and impeccable services

(The Peninsula Hotels 2017, 1). The target market of the hotel is the international travelers who

are looking for one of the finest hotels in the world. The hotel meets the expectations of travelers

through ensuring that they pay attention to detailed within the offerings to ensure that every

visitor has a lasting memories of his or her time at The Peninsular Hong Kong.There is also

inspired dining where the hotel strikes a balance between the international and local cuisines(The

Peninsula Hotels 2017, 2).Other critical accompaniment that the hotel uses in meeting the

Perceptions and Consumption Pattern7

customers’ expectations includes; transportation where the hotel can be accessed via, air, road

and water.

2.0 Theoretical Review

Customer perceptions and consumer behavior in the hospitality industry is a hugely

researched field. As earlier mentioned, perception is the way one views and believes about a

given aspect. Consumer perceptions are influenced by personal and social factors(Rajesh 2013).

As cited by Cohen et al. (2014), consumer behavior comprises of ideas, decisions, experiences

and activities that meet the needs and wants of the consumer. The consumer behavior is the

process used to search select, purchase, use, evaluate and dispose services or products with the

objective satisfying their needs and wants. Some of the factors that influence consumer behavior

in the hospitality industry include personality, perceptions, decision-making, satisfaction, values,

attitudes, expectations, and loyalty. (Cohen & Cohen.2012). All these factors have been

thoroughly researched either on their single impact or as a combination of several factors.

2.1 Consumer behavior models

2.1.1 Engel-Kollat-Blackwell consumer behavior model.

The first model that is analyzed in this study is the Engel-Kollat-Blackwell consumer

behavior model. This model has four stages. The first stage involves decision-making. According

to the model, there are five phases involved in decision-making; these are: a recognition of a

problem, alternatives searching, evaluating the alternative, purchasing and finally the outcomes.

The second stage is the information input. This is where the consumer obtains information from

different sources. External information also play a role influencing the consumer at this stage.

However, if the consumer finds the selected alternative not meeting his expectations, he may not

progress to the next stage. Information processing is the third stage. At this stage, the consumer

Perceptions and Consumption Pattern8

is exposed to the incoming information. Factors such as perception, attention and acceptance

play role in this stage. The final stage involve variables that influence the process of making

decision. Environmental and individual factors influence this process. The model involves

various aspects that influence consumer behavior. The implication of this model is that the

customers do not select products or services randomly, therefore organizations should provide

products with unique features that will impress the consumers and eventually purchase them. The

limitation of this mode is that it does not demonstrate now the different aspects can be applied in

different personalities.

2.1.2 Sheth-Newman Gross Model

The second model is the Sheth-Newman Gross Model. The model concentrates on five

values that influence the choice behavior of the consumer. These values are emotional, social,

conditional, functional and epistemic. The functional value involves the unique features and

attributes of an alternative. For example, the high quality of services, pricing and reliability. The

social value is the second value in this model. A consumer acquires positive or negative

perceptions of a product or service on the basis of their association with a certain reference

group. Such a reference group is defined by demographic factors such as age, level of education

and sex, cultural factors, political factors, socioeconomic and ideological groups(Cohen &

Cohen.2012). The emotional value is the perceived ability of an alternative to stimulate feelings

of the consumer. The emotional responses towards a product or services are aroused particularly

when experiencing the consumption. Some feelings towards services include relaxation,

pleasantness, and excitement. Epistemic value is associated with dimensions such as novelty,

curiosity, and knowledge. It involves reasons justifying the perceptions of satisfying the needs of

Perceptions and Consumption Pattern9

knowledge, curiosity and exploratory provided by product. A change of experience or trying a

new product and service is associated epistemic value.

The conditional value is influenced by the specific situations or circumstances that face

the person making the choice. One example of situation that influence the conditional value are

seasonality, for example, the hotels have higher demand during the holiday season. The above

values identified in this model influence the consumer behavior differently and they do not

usually occur simultaneously. However, there are some instances where all five values influence

a choice positively. The implication of this model is that there are different aspects that influence

the customer perception and consumption. A company should develop products that meet all

these consumers value in order for them to be attractive to the consumers. The limitation of this

model is that it does not include the consumption outcome aspects.

2.1.3 Consumer decision-making model

The third model is the consumer decision-making model by Gilbert. It consists of two

categories of factors influencing the consumer. The first category comprises factors that are close

to the decision maker which include learning and perception(Rajesh 2013). The second category

comprises social factors such as influences of the family and reference groups. The implication

of this model is that organization should provide products that elicit positive perceptions on the

customers while at the same time meet the needs of different social groups. The limitation of this

model is that fails to explain the organizational factors such as reputation and product quality and

their effect on consumption patterns.

2.1.4 Mathieson and Wall Travel-Buying Behavior

The last model in this review was the Mathieson and Wall Travel-Buying Behavior. The

model has five stages that are linear showing the travel buying behavior. The first step in this

Perceptions and Consumption Pattern10

model if the desire or felt need to travel, the second is collection of information and image

evaluation, then one makes decision among the alternatives which is followed by preparation to

travel plus the experience of travelling. The final step is satisfaction from the outcome and

evaluation. The implication of this model is that companies can predict the consumption pattern

of the potential customers and therefore it can apply effective marketing techniques in order to

pull customers towards its products. The limitation of this model is than it assumes that the

consumption behavior is linear and that there is an outlined sequence that the consumer follows

before making decision. It ignore those that make random decision to travel or choose their travel

decisions based on social pressures.

3.0 Application of the Models

The most popular age groups among the interviewed guest were 26 to 35 years, 45 to 55

years and above 55 years each at 24%. Men were the majority at 72%. 40% were single while

40% were married. 44% of respondents were businesspersons. The overall rating of the hotel

was 4.7 as most of the guest rated the hotel as either excellent (28%) or exceptional (64%).

However, there were disparities when it came to perception about specific aspects of the hotel

(see Appendix 2 for detailed results).

The results of this study can be assessed using the Engel-Kollat-Blackwell consumer

behavior model. As earlier identified in the review, this model has four stages. These are

decision-making, information input, information processing and decision making variables. In

this study, the most cited reason for visiting The Peninsula Hong Kong was the quality of service

(28%). However, only five out of the 7 guests who gave this reason strongly agreed that their

expectations were met. The rest (2) just agreed that their expectations were met. On the other

hand, all guests who suggested that they visited the hotel simply because they were on business

Perceptions and Consumption Pattern11

trip (24%), strongly agreed that their expectations were met. This may be an indication that too

much expectations from the consumer may affect the consumption outcome. This aspect have

not been well-established in the Engel-Kollat-Blackwell model as it does not include the

consumer’s pre-visit expectations and post visit evaluation.

Using the Sheth-Newman Gross Model, the consumer behavior of the guests at the

Peninsula Hong Kong was analyzed. As the model suggests, functional value is one of the

factors that influence the customer choice. High quality of services is an example of the

functional value. In this study 90% of the respondent rated the quality of service as exceptional

while the rest (20%) rated it as excellent. All those were on revisit to the hotel rated the quality

are exceptional. This is an indication that The Peninsula Hotel Hong Kong has exceptional

quality services, which is the reason where most the customers prefer it to the competitors. The

other value that is factored in this model is the social value, which include factors such as age,

educational level, sex, political, occupation and socio-economic. These factors are argued to

influence the consumption pattern. However, in this study it was generally found that these

factors did not have significant effect on the hotel services consumption.

The only two factors that showed some agreement with this section of the model were

occupation and education level as most of the respondents (44%) were businesspersons and

University educated (64%). The third value in this model is emotional aspect. This is the state

of feelings arousal towards consumption of a product or service. In this study, all the interviewed

guests were excited by the travel and leisure aspects of The Peninsula Hong Kong. However,

there were variations when it came to the most exciting mode of travel. 44% mentioned the yacht

as the most exciting, 36% said the helicopter while 20% mentioned the Rolls Royce ride. These

variations may be influenced by personal tastes and influences, which have not been included in

Perceptions and Consumption Pattern12

the model. The fourth factor in this model is the epistemic value, which includes dimensions

such as novelty, curiosity, and knowledge. This study have found that some respondents had

visited The Peninsula Hong Kong for epistemic aspects such as “experiencing the Chinese

culture” “calmness of the hotel lounges” and “experiencing change. The final aspect of this

mode is the conditional value. It suggests that people are influenced by certain circumstances to

make choices. In this study, none of the interviewed guest mentioned any circumstance that

forced him or her to visit the Peninsula Hong Kong.

As noted in the theoretical review of The Mathieson and Wall Travel-Buying Behavior

model, this model states that the travel consumer behavior follows a five steps sequence. The

first step is travelling desire and the final is the satisfaction from the outcome. This study found

out that some respondent had a prior desire to travel to Hong Kong and experience the culture at

The Peninsula Hong Kong. However, this aspect could not be well analyzed given that most of

the respondent were locals (32%) (From Hong Kong). Moreover, from the expectations

outcomes it was found that the expectations of all the guests were met indicating that they had

pre-visit expectations, which in turn influence their consumption pattern. As this model suggest

there is information gathering and processing stage in the travel consumption process. This study

agrees with this aspect as most of the respondents said they had gathered information from

different sources before making the decision to visit the hotel. However, the model fails to

explain what influences revisits. From the results of this study, it can be suggested that brand

loyalty, as a key factor in revisits as 4 out of 6 guests who were on the revisit to the hotel simple

said that it was the best hotel they know. To sum it up, most of the discussed theories assume

that the consumer follows certain steps in purchasing and consuming a service. But this is not

always the case as this study has demonstrated, not every consumer goes through all these steps.

Perceptions and Consumption Pattern13

This is not to say that these models should be ignored but they should be applied with caution by

selecting the best model that suit specific target customers.

4.0 Conclusion

It is clear that consumer perception and the consumer patters is a very dynamic variable

to many companies and thus the need to undertake a research that will shed light on the

company’s consumer behavior. Moreover, it is evident that company’s actions and strategies are

heavily influenced by the consumers’ perceptions and consumer patterns. Through this report it

was clear that there is a significant relationship between perception and consumption behavior.

Though the consumption behavior involves a number of aspects, the study utilized the

‘willingness to revisit’ as the standard measure of consumption behavior. Moreover, the

perception was based on the respondents rating of various aspects of the hotel. What was clear

in the report study was the companies are able understand the consumer psychology in such

behavior as how feel, think and choose between competing products or services.

4.1 Recommendations to The Peninsula Hong Kong

The overall rating of the hotel was exceptional indicating that the customers have positive

perceptions about it. In addition, almost all guests said that their expectations were met after

visiting the hotel. However, majority of the visitors were from the Hong Kong and the main

China. According to Pearce (2012), people tend to appreciate their home country destinations

more. There were few visitors from the Americas and Europe. The management should

therefore look at this area. Though the revenue earned from the local visitor is relatively equal to

that earned from an international visitor, the latter gives the company an international value,

which is essential in the marketing of its products and services. The company should thus

improve its international marketing strategies in order to attract more international visitors. Hong

Perceptions and Consumption Pattern14

Kong is an international business district, which is the reason why a significant proportion (24%)

of the interviewed guests said that they on business trip. All of them said their expectations about

the hotel travel and other services were strongly met. However, a small percentage agreed that

that their expectations were met but did not agree strongly. This may seem insignificant but in

the travel and hospitality industry, every customers is right and can have a strong impact on the

organization’s image. It is therefore the recommendation that the hotel management should

provide a customers’ feedback platform where the customers can give their compliments or

complaints and then the management takes the necessary measures towards any complaint.

Moreover, there is the need for the hotel management to ensure that the compliments and

complaints platform enables the customers to remain anonymous. This will ensure that

customers give their true take on the services and products offered in hotel. This information will

be very helpful in ensuring that the management make the necessary realignments that will help

The Peninsula Hong Kong serve its customers in a tailor-made manner where every client’s

demands are met.

Perceptions and Consumption Pattern15

Reference List

Andereck, K., McGehee, N. G., Lee, S., & Clemmons, D 2012, Experience expectations of

prospective volunteer tourists. Journal of Travel Research, 51(2), 130–141

Cohen, S.A, Prayaq, G & Moital, M 2014, Consumer behaviour in tourism: Concepts,

influences

and opportunities. Current Issues in Tourism, 17 (10), 872-909.

Cohen, E., & Cohen, S. A 2012, Current sociological theories and issues in tourism. Annals of

Tourism Research, 39(4), 2177–2202

Pearce, D 2012, The experience of visiting home and familiar places. Annals of Tourism

Research,

39(2), 1024–1047

Lee, R., & Lockshin, L 2012, Reverse country-of-origin effects of product perceptions on

destination image. Journal of Travel Research, 51(4), 502–511

Rajesh, R 2013, Impact of Tourist Perceptions, Destination Image and Tourist Satisfaction on

Destination Loyalty:A Conceptual Model. Revista de Turismo y Patrimonio Cultural, 11

(3) Special Issue, 67-78

Perceptions and Consumption Pattern16

The Peninsula Hotels, 2017, 1, An overview of the peninsula hotels| The Peninsula Hotels.

[online]

Peninsula.com. Available at: http://www.peninsula.com/en/about-us?prop=hong%20kong

The Peninsula Hotels, 2017, 2, Experience| The Peninsula Hotels. [online]

Peninsula.com. Available at: http://www.peninsula.com/en/peninsula-experience

Appendices

Appendix 1: Survey Interview Schedule

I. Demographic information

a. Age

1. 18 to 25

2. 26 to 35

3. 36 to 45

4. 45 to 55

5. Above 55

b. Sex

1. Male

2. Female

c. Occupation

1. Business person

2. Public sector Formal employment

3. Private sector Employment

4. None

Perceptions and Consumption Pattern17

d. Education level

1. High school

2. Vocational college

3. University

e. Monthly Income range

1. $500,

2. $500 - $750,

3. $751 - $1000,

4. $1001 – $5000,

5. $5001 - $ 10,000

6. Above $10,000.

f. Marital status

1. Single

2. Married

3. Divorced

4. Widowed

g. Nationality (specify)

II. Respondent’s perceptions on the hotel

h. How would you rate the following characteristics of this hotel in a range of 1 to 5?

a) Quality of the services 1 2 3 4 5

b) Quality of the food 1 2 3 4 5

c) Accommodation 1 2 3 4 5

d) Travel facilities 1 2 3 4 5

Perceptions and Consumption Pattern18

e) Recreational facilities (e.g., swimming pool, gym) 1 2 3 4 5

f) Overall rating of the hotel 1 2 3 4 5

III. Consumption behavior

Is this your first time to visit this hotel?

1. First time visitor

2. Revisit

How did first hear about the hotel?

1. Tour and travel websites

2. Advert

3. From a friend

4. Form the peninsula hotels’ website

Did you visit the hotel alone or as group?

Which travel channel excite you most in this hotel?

1. Helicopter/air

2. Yacht/water

3. The Rolls Royce ride/road

Would you visit the hotel again?

Would you recommend a friend to visit this hotel?

The hotel experience met your expectations

Perceptions and Consumption Pattern19

1. Strongly agree

2. Agree

3. Disagree

4. Strongly disagree

Appendix 2: Survey Results

Frequency

Percent

male

72.0

female

28.0

Total

100.0

Marital status

Frequency

Percent

single

40.0

married

40.0

divorced

12.0

widowed

8.0

Total

100.0

Ave. monthly income

Frequency

Percent

Val

<$500

4.0

$500 - $750

8.0

$751 - $1000

44.0

$1001 – $5000,

16.0

$5001 - $ 10,000

16.0

Above $10,000.

12.0

Total

100.0

Perceptions and Consumption Pattern20

Education level

Frequency

Percent

High school

8.0

Vocational college

28.0

University

64.0

Total

100.0

Occupation

Frequency

Percent

business

44.0

public sector Formal

employment

24.0

private sector

employment

28.0

none

4.0

Total

100.0

Nationality

Frequency

Percent

china

24.0

china (Hong

Kong

32.0

France

8.0

Germany

4.0

India

4.0

Indonesia

4.0

japan

4.0

Japan

4.0

Malaysia

4.0

Russia

4.0

USA

4.0

Vietnam

4.0

Total

100.0

Perceptions and Consumption Pattern21

Rating

Frequency

Percent

excellent

20.0

exceptional

80.0

Total

100.0

Rating

Frequency

Percent

good

12.0

excellent

48.0

exceptional

40.0

Total

100.0

Rating

Frequency

Percent

exceptional

100.0

Rating

Frequency

Percent

excellent

36.0

exceptio

nal

64.0

Total

100.0

Perceptions and Consumption Pattern22

Rating

Frequency

Percent

good

16.0

excellent

36.0

exceptional

48.0

Total

100.0

Rating

Frequency

Percent

good

8.0

excellent

28.0

exceptional

64.0

Total

100.0

Visit

Frequency

Percent

first time

visit

76.0

revisit

24.0

Total

100.0

Source of information

Frequency

Percent

tour and travel sites

36.0

advert

16.0

from a friend

24.0

the peninsula hotels'

website

24.0

Total

100.0

Visited as

Frequency

Percent

Perceptions and Consumption Pattern23

alone

60.0

couple

28.0

group

12.0

Total

100.0

Most exciting travel

mode at the hotel

Frequency

Percent

helicopter/jet

36.0

yacht

44.0

Rolls Royce

ride/car

20.0

Total

100.0

Willing to revisit

Frequency

Percent

yes

88.0

4.0

not sure

8.0

Total

100.0

Recommend

a friend

Frequency

Percent

yes

100.0

Expectations met

Frequency

Percent

strongly agree

72.0

agree

28.0

Total

100.0

Perceptions and Consumption Pattern24

Reason for visiting

Frequency

Percent

business trip

24.0

Greatenvironment

4.0

normal recreational

purposes

4.0

quality of service

28.0

The best hotel i know

20.0

the calmness

4.0

to experience change

4.0

to experience rolls Royce

ride

4.0

to experience far east

culture

4.0

Toexperience the Chinese

culture

4.0

Total

100.0

Overall rating and willingto revisit

Willingtorevisit

Total

yes

not sure

Overallrat

ing

good

excellent

exceptional

Total

Willingtorevisit

Total

yes

not sure

first time visit

revisit

Total

Overallrating

Total

good

excellent

exceptional

Expectationsmet

strongly

Perceptions and Consumption Pattern25

agree

Total

Expectationsmet * reasonforvisitingthehotel Cross tabulation

Count

Reasonforvisitingthehotel

business

trip

greatenvin

ment

normal

recreational

purposes

quality of

service

Expectations

met

strongly

agree

Total

Reasonforvisitingthehotel

The best

hotel i

know

the

calmness

experience

change

experience

rolls Royce

ride

Expectations

met

strongly

agree

Total

Perceptions and Consumption Pattern26

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