Analysis of Consumer Behavior and Emerging Trends in Hospitality

This report provides an in-depth analysis of consumer behavior within the hospitality industry, specifically focusing on the Britannia Hotel. It examines the various factors influencing consumer behavior, including cultural, social, personal, and psychological aspects. The report explores how these factors impact customer attitudes and purchasing decisions. Furthermore, it investigates the impact of digital technology on consumer trends, such as service automation, fixed mobile convergence, and location-based services. The analysis includes a critical examination of emerging trends like chatbots, artificial intelligence, and the Internet of Things, highlighting their impact on consumer behavior and satisfaction. The report provides valuable insights into the evolving landscape of the hospitality industry and consumer expectations.

Hospitality Consumer Behaviour

INTRODUCTION
 Consumer behaviour may be define as the report of individuals , peoples,
group of peoples , business enterprises and all the activities determine with
the purchase , use of disposal merchandise and services including consumer
emotional, feelings, mental behaviour.
 Emotional , mental and behavioural are the some of the consumers
responses, behaviour of the consumer concern with the why consumers
make the buying decision.

The different factors that influence
consumer behaviour and attitudes within a
hospitality context.
 A consumer is an individual or an economic agents there are the main 4
factors which are affecting the consumer behaviour and attitudes within
the Britannia hotel industry of the UK.
 Prior talking about the the factors which affect the consumer behaviour
and the attitude in the Britannia hotel industry it better to understand the
meaning of the consumer behaviour , consumer behaviour refers to the
process of the physiological process it is all relevant to the feeling or
emotions of the consumers.
 Under this process the consumers starts with the acknowledge the need of
the product.
 Some of the main factors which influence the consumer behaviour in the
Britannia hotel industry are described below:

CONTINUED...
 cultural factors – cultural factors is playing crucial role in the
influencing the consumer or guest behaviour in the Britannia hotel,
cultural factors are divided into the three sub factors that is culture, sub
culture, social class.
 Culture is the very complicated impression of the consumer or customer
behaviour it consider the customer or consumer society, the function
which plays by the
 society,society behaviour, culture factor have determined as the one of
the important factors which influence the consumer behaviour in the
Britannia hotel.
 Social factors this factor is further divided into the three factors that is
reference group, family, role and status.

CONTINUED...
 Psychological factors is also playing essential role in the influencing the
customer or guest behaviour in the Britannia hotel, psychological factors
includes the motivation , perceptions , learning experience and attitude
beliefs.
 All this mention sub factors of the psychological factors are playing
different different role in influencing the customer or guest behaviour
under the Britannia hotel.
 Personal factors like age and life cycle , occupation , financial or
economic situation, life style and personality are influencing the
consumer or customer behaviour with in Britannia hotel.
 All above mention sub factors of the personal factors individually or
personally influencing the purchasing or booking decision in the
Britannia hotel.

Changing consumers trends due to the
digital technology
 Due to the use of the digital technology with in the Britannia hotel it
changing the customer or guest trends of the hotel.
 Consumer or customer booking habits have changed because of the use
of the digital technology.
 Service automation, fixed mobile convergence, location based service
meetings rooms and mobile apps are changing the customer behaviour
and taste experience in the Britannia hotel industry, briefly discussed
below

CONTINUED....
 Service automation is becoming one of the common digital trends under
the hospitality industry.
 Service automation may be define as the automatic check in and cheek
out through a specific app or the face detection censor to unlock the
customer room doors and gate automatically offering
 Britannia hotel customer the service relevant on the customer preference.
 Fixed mobile convergence in the present scenario the Britannia hotel
provides the desktop phones in each of the hotels rooms , the use of the
desktop phone by the guest or customer of the
 Britannia hotel, changing the customer or guest trends in the hospitality
industry or Britannia hotel.

CONTINUED....
 Location based service this service is the one of the part of the digital
technology in the Britannia hotel.
 The Britannia hotel provides there customer the location based service
and make them happy and satisfied by providing,
 location based service of the Britannia hotel helps hotel location to
understand and know the where the staffs is at all times.

Undertake an analysis of how cultural,
social, personal and psychological factors
 In order to analysis that the culture , social, personal and psychological
factors are playing an important role in the influencing the customer or
guest nature, behaviour of the Britannia hotel and changing the trends in
the Britannia hotel industries.
 All the above factors are sub divided into various factors all the factors
are affecting the customers needs and choice in the hospitality industry.
 Social factors influencing the customer behaviour importantly, customer
or guest of the Britannia hotel the important social factors consist of the
reference groups, family , role and status.

CONTINUED....
 Customer behaviour change during there life and booking the rooms
related on the age and stage of life .
 All the factors are influencing the customers attitudes in the Britannia
hotel.
 Customer behaviours and attitudes are influence by the psychological
factors under the Britannia hotel industry.
 Psychological factors like motivation , perceptions, learning and beliefs
and attitudes.