Analysis of Consumer Behaviour in the Hospitality Industry

This report provides a comprehensive analysis of consumer behavior within the hospitality industry. It begins by defining consumer behavior and identifies key influencing factors, including cultural, social, and personal elements. The report then explores the impact of digital technology on evolving consumer trends, such as app usage, advance bookings, and price comparisons. It also outlines the stages of consumer decision-making in the hospitality sector and concludes by emphasizing the importance of understanding consumer behavior for marketers. The report references relevant academic sources to support its findings and conclusions.

Hospitality Industry
Consumer Behaviour

INTRODUCTION
 Hospitality industry is a broad category within the services industry which includes food and
beverage services, lodging, transportation, theme parks etc.
 This industry is growing on a large scale and is considered as huge contributor towards country’s
economy.
 In this report all the factors that influence the behaviour in the hospitality industry will be
discussed.
 All the impacts of digital technology on changing consumer trends will also be discussed in this
report.
 All the stages of consumer decision making in hospitality industry will also be brief about in this
report.

Different cultural, personal, psychological as well as
social factors influencing behaviour and attitudes of
consumer.
Consumer behaviour can be defined as a study of customer selecting, buying as well as
disposing of ideas, products and services in order to satisfy their needs and wants.
There are various factors that put an impact on the behaviour and also on the attitude of
the consumer in the hospitality sector. Such factors are :
 Cultural Factors: Cultural factors related to the values and ideologies that an
individual believe and follow in his life style. All the values an individual follow
will always depict in his behaviour and attitude. In hospitality sector people like to
stay in a hotel which best suits to the values and culture they follow

Cont.
 Social Factor: Social factors relate to the social aspects for the people stay in the
hotels and also related to the life style of all the visitors in the hotel. It include the
family background of the people. Social factors are widely described as all aspects of
consumer related to his general life style. The facilities in the hotel will be a part of this
factor. Hotel Royal Crescent always give the royal feel to all its consumers that create a
very positive social impact on all the classes of people in the stay.
 Personal Factor: Personal factor include the personal behaviour in the hotel.Behaviour
of the staff creates a huge impact in customer satisfaction. All the interactions of the
hotel staffs with all the guests is a part of this factor. Hotel Royal Crescent takes the
complete care of providing the best services with the help of its staff and that create a
positive attitude in all its customers.

Impact of Digital Technology in changing Consumer trends
 Usage of Apps: Due to the technology inclusion all the consumers in the hotel like to
use the guest app or hotel app that gives them the complete brief about the hotel. Usage
of app also save the time in check-in and check-out for the guests in the hotel. Hotel
Royal Crescent also provide the guest app to all its consumers so they can have the best
time in the hotel stay.
 Advance Bookings: Technology has provided the biggest luxury to book the desired
hotel from any where in the world. Today most of the visitors in the hotel book their
hotel in advance to save the time at the destination in hotel check-in. Hotel Royal
Crescent gives all the facilities to book an advance booking for the hotel check-in.

Cont.
 Savage of Money: Almost all the visitors use digital medium to
book the hotel room. Digital medium provide multiple options
to the visitors and they can choose the most affordable hotel
that best suits the budget to them. Hotel Royal Crescent provide
the best offer to its customer on all the digital channels of hotel
booing that saves the money for its customers.

CONCLUSION
 This report concluded about all the factors that influence consumer behaviour and attitude
during the stay in the hotel.
 This report also conclude the impact of information technology on the changing trends of
the consumers.
 This report also conclude about the different stages in decision making process of the
customer.
 This report also conclude about the importance of the marketer to map the path to
understand the decision making of the consumer.
 Comparison between decision making processes of B2B and B2C has also concluded in
the report

REFERENCES
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 Apostolidis, C. and Haeussler, S., 2018. Sea, sand and shadow economy–consumer acceptance
of shadow hospitality in Greece. Hospitality & Society. 8(3). pp.205-227.
 Ariffin, A. A. M., Maghzi, A., Soon, J. L. M. and Alam, S.S., 2018. Exploring the influence of
hospitality on guest satisfaction in luxury hotel services. e-Review of Tourism Research. 15(1).
 Ng, C. Y. N., Wong, B. K. M. and Ma, E., 2017. Antecedents of consumer loyalty. In The
Routledge Handbook of Consumer Behaviour in Hospitality and Tourism. (pp. 263-276).
Routledge.
 Potwarka, L. R. and Jiang, K., 2017. Consumer behaviour and the Olympic Games. In The
Routledge Handbook of Consumer Behaviour in Hospitality and Tourism (pp. 469-478).
Routledge.