57
Table 8: Important levels of hotel service by gender
Male/Female Very
important
(%)
Somewhat
important
(%)
Neutral
(%)
Somewhat
unimportant
(%)
Very
unimportant
(%)
Room services
35
/48
40/35
16/14
8/5
2/0
Service completion
19/29
46/38
33/25
4/9 0/0
Friendly staff
27
/42
50/35
21/22
4/3
0/0
A friendly welcome on
arrival
24/20
29
/40
39/37
9/5 2/0
A quick check- in/ out
procedure
30/18
41/66
25/16
4/3
2/0
The atmosphere in
your room
44/64
42/37
10/0
5/0 0/0
New and modern
facilities of the room
27/31
56/44
12/24
5/3
2/0
Discipline and the
cleanness of hotel staff
49/58
38/36
10/5
4/3 2/0
Quality of service,
food& beverage in
restaurant/ bar
44/49
36/25
15/20
7/7
4/0
There are not so much different between European and Asian people in evaluation of important
level of the service quality; except a friendly welcome on arrival. To this factor, with 38% of
European, it is somewhat important while it is only neutral to 40% Asian. However,
European
seem to pay more attention on the “discipline and the cleanness of hotel staff” when 62% of
them consider it very important while only around 40% of Asian agree with that idea. In other
side, 60% of Asia quite desires “a quick check-in/check-out procedure” while to European, only
45%.
58
Table 9: Important levels of hotel service in Europe and Asia
Europe/Asia Very
important
(%)
Somewhat
important
(%)
Neutral
(%)
Somewhat
unimportant
(%)
Very
unimportant
(%)
Room services
40/44
33
/44
19/12
10/3
0/0
Service completion
16/32
39/46
38/21
9/3 0/0
Friendly staff
37/25
37/55
23/21
5/0
0/0
A friendly welcome on
arrival
21/24
38/31
34/
40
7/7 2/0
A quick check- in/ out
procedure
33/16
45/60
21/21
2/5
2/0
The atmosphere in
your room
48/56
43/38
7/5
4/3 0/0
New and modern
facilities of the room
36/21
43/56
19/17
2/7
2/0
Discipline and the
cleanness of hotel staff
62/42
29/49
5/7
4/3 2/0
Quality of service,
food& beverage in
restaurant/ bar
48/41
29/37
12/21
9/3
4/0
Favorable services in the hotel are also the topic that needs to be considered by hoteliers.
Responding to the survey, more than 50% of guests prefer to have swimming pool and restaurant
& bar in the hotel. While only few people prefer casino, beauty salon and souvenir shop. The
survey also reports that gyms are favorable by 40% of male and 32% of female guests. However,
until now, there are not so much hotels having gym in hotel area; while souvenir shops which are
not attractive to guests
often find inside hotels, especially the three star and above hotels. 13% of
men want a casino in the hotel while women do not like it. In the opposite side, 18% ladies
desire a beauty salon while only 5% of men agree with this idea. Opinion about restaurant & bar
is also different between men and women. Men like it almost 20% more than women.
59
Figure 22: Favorable services by gender
European and Asian have different point of view about parking place, swimming pool, casino,
tour-guide and money exchange available in the hotel. People
in Europe care about parking
place two time more than Asian. None of Asian wants a casino inside the hotel while 14% of
European likes it. Vice versa, Asian guests prefer swimming pool, tour-guide and money
exchange from 15% to 20% more than European guests.
Figure 23: Favorable services in Europe and Asia
60
Beside above services, “alternative dietary meal”, “tea/coffee maker in room” and “late check-
out” are also expected by more than 40% female customers while
male customer prefer the
wake-up service. Women are reported to take care about their meal than men. 46% and 41% of
female guests quite expect alternative dietary meal and tea/coffee maker in room correlatively;
even they are very expected by around 20% of female. Over all, late check-out is expected most
by both male and female. The most unexpected thing is the gift from the hotel in the anniversary
which is voted by 46% of male and 36% female.
Male/Female
Very
expected
(%)
Somewhat
expected
(%)
Neutral
(%)
Somewhat
unexpected
(%)
Very
unexpected
(%)
One gift/ congratulation on your
birthday/wedding anniversary
7/14
17/19
33 /33
18 /19
28/17
Different rooms for different
styles
5/19
37/28
40 /30
10 /23
10/3
Alternative dietary meal
14/19
25/
46
43 /12
12 /21
9/5
Tea/coffee maker in room
13/21
34/
41
36 /23
12 /16
7/0
Plant/flower in room
7/21
28/23
47 /48
12 /10
9/0
Wake up service
24 /23
30/23 29
/
46
13 /10
7/0
Breakfast in bed
5 /14
30/20
40 /44
15 /22
12/3
Late check out
27 /39
42/46
23/ 16
8 /0
2/0
When comparing between Europe and Asia, the attitude of guests are quite different. Except
wake-up service and late check-out, Asian expect from other service more than European.
Especially, a gift/ congratulation on the birthday/wedding anniversary is very unexpected by
37% of European while only extremely few Asian guests totally do not expect it.
