Factors influencing customer behavior in hospitality industry

This report explores the factors that influence customer behavior in the hospitality industry, including cultural, social, personal, and physiological factors. It also discusses the impact of digital technology on consumer behavior and attitudes.

Consumer Behaviour
and Insight

Table of Contents
MAIN BODY...................................................................................................................................3
A) Factors influence on the customers behaviour and their attitude in hospitality industry.. 3
b) Impact of digital technology-.............................................................................................3
c) Emerging trends in consumer behaviour and the attitude-.................................................4
REFERENCES................................................................................................................................5

MAIN BODY
A) Factors influence on the customers behaviour and their attitude in hospitality industry.
Consumer behavior is the study of how individual customers, groups or organizations
select, buy, use, and dispose ideas, goods, and services to satisfy their needs and wants. This
report take Travelogue hotel is UK based company who are operating their business in
Hospitality industry. There are several factors that influence on the customers' behavior in
hospitality industry. New technological trends had greatly impacted the customer's behavior into
the organization. Emerging trends in customers behavior of the hospitality business also affect
significantly and thus profit and revenue of the organization will also get fluctuated.
There are some factors which can influence on the customers behavior and their attitude
(Parsons, Maclaran and Chatzidakis, 2017). It is important for the Travelogue hotel to
understand those factors, so they can satisfy their guest.
Cultural factors
Organization culture put a huge impact over the individual's employed in the corporate
organization. If the organization culture is not effective it reduces the efficiency of human
resources of the company as it restricts the employees to express themselves effectively in the
organization. Effective company's culture promote gender equality and also take actions to
oppose racism in the organization which also create positive impact over individual working in
corporate organization. In hotels there are every kinds of people come and take accommodation
services from the Travelogue hotel. They speak other languages and eat different food so it
Travelogue hotel should understand this problem and find the proper solution for it.
Social factors
Social factors play a huge impact over human behavior in the corporate organization.
Social factors are more like a reflector of human behavior. In companies social factor comprises
with culture, tradition, gender equality and other associated factor which also reflect about the
human behavior in the company. Social factors also affect the customer's behavior because
people like to go with their family for the location, and they book the hotel for their whole
family. Travelogue hotel provide rooms for the family and vacation purpose and they have
Swimming pool and other facilities which marks good experience for the customers.
personal factors

Personal factor is also a crucial factor of the organization. It denote to the attitude,
mentality, behavior, nature and other personal aspects associated with the individual in company.
It is more like a reflection of human behavior in respect to the corporate organisation. Every
person has different lifestyle and behavior which also effect the Travelogue hotel because young
people like to stay in luxury rooms but old age people are OK with average facilities.
Travelogue hotel provides every range of accommodation services and every room have charges
according to facilities.
Physiological factors
It affecting our purchase decision includes motivation , perception, learning, beliefs and
attitudes (Nguyen, de Leeuw and Dullaert., 2018). Other people often influence a consumer s
purchase decision. Physiological factors are things related to our physical body that affect
customers thinking. For example, when your body's chemistry is off due to unbalanced nutrition,
dehydration, alcohol, etc., the neurotransmitters that control your thinking processes can be
affected. Similerly, Travelogue hotel customers get huge discount on the online website and
during the summers which attract customers.
b) Impact of digital technology-
Nowadays consumer are becoming more updated with technologies they are moving
further with updating their trend and preference as per the technological advancement. The
consumer are demanding more technological and fast services by the hotels (Spence and et.al.,
2019). The Travelogue so had to update their services with the changing trend so that they can
gain huge consumer attraction toward the hotel. Consumer needs all things to be operated by the
one click they need booking, payment all through by the mobile phones this influenced the
behavior of consumer and their attitude towards the services rendered by hotel. Thus, by keeping
in mind further they can render their consumer with more digital services through which they can
gain consumer interest towards their product (Lazell, 2016). The more and more technologies'
introduction into the Travelodge will attract more and more consumer to the hotel and thus the
sale and revenue of hotel will enhance greatly.

REFERENCES
Books and journal
Parsons, E., Maclaran, P. and Chatzidakis, A., 2017. Contemporary issues in marketing and
consumer behaviour. Routledge.
Nguyen, D. H., de Leeuw, S. and Dullaert, W. E., 2018. Consumer behaviour and order
fulfilment in online retailing: a systematic review. International Journal of Management
Reviews. 20(2). pp.255-276.
Lazell, J., 2016. Consumer food waste behaviour in universities: Sharing as a means of
prevention. Journal of Consumer Behaviour. 15(5). pp.430-439.
Spence, C. and et.al., 2019. Extrinsic auditory contributions to food perception & consumer
behaviour: An interdisciplinary review. Multisensory research. 1(aop). pp.1-44.
Amin, H., 2017. Consumer behaviour of Islamic home financing. Humanomics.