Key attributes of Muslim-friendly hotels’ service quality: voices from booking.com
ISSN: 1759-0833
Article publication date: 11 August 2021
Issue publication date: 2 January 2023
Abstract
Purpose
On a global scale, the Muslim-friendly hospitality business has intensified hotel competition. Given the paucity of research on the important service quality characteristics of Muslim-friendly hotels, this study aims to identify the major themes encountered by tourists at Muslim-friendly hotels.
Design/methodology/approach
The research used content analyzes (qualitative) to examine 1,250 reviews using Leximancer software. Data were gathered from the online travel website booking.com. The top 10 Islamic hotels according to Crescent ranking were taken into a data set.
Findings
Qualitative (narratives) analysis showcased nine key themes, namely, “hotel,” “staff,” “food,” “room,” “location,” “pool,” “facilities,” “cleanliness” and “Wi-Fi.” Furthermore, the findings of this study contribute to filling research voids in the literature by distinguishing themes linked with halal hotel “satisfaction” from those associated with “dissatisfaction.”
Originality/value
The findings of this research offer valuable visions into halal-hotel travelers’ overall experiences based on user-generated content and facilitate the identification of the dominant themes linked with a different value for money ratings.
Keywords
Acknowledgements
The corresponding author would like to thank the anonymous reviewers who had given constructive comments to this paper.
Funding: This research received no external funding.
Conflicts of Interest: The authors declare no conflict of interest.
Citation
Arasli, H., Saydam, M.B., Gunay, T. and Jafari, K. (2023), "Key attributes of Muslim-friendly hotels’ service quality: voices from booking.com", Journal of Islamic Marketing, Vol. 14 No. 1, pp. 106-127. https://doi.org/10.1108/JIMA-11-2020-0341
Publisher
:Emerald Publishing Limited
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