Factors that influence the choice of a hotel in Norte de Santander
Published
:Issue
:Section
:License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Downloads
hospitality, hotel choice, digital reputation, safety perception, border tourism
The present study addresses the decision-making factors involved in hotel selection in the city of Cúcuta, which, due to its border location, adds unique characteristics to the travel experience. The main objective of the work was to identify the factors that influence lodging choice in the city, considering economic, emotional, digital, and sociocultural dimensions. From a qualitative approach, visitors’ perceptions were explored, including those related to safety, service quality, digital reputation, and the correspondence between price and value. The results show that price, in relation to quality, is a useful element in the selection process, as visitors seek a balance between the rate they pay and aspects such as comfort, cleanliness, and staff service.
At the same time, safety also proved to be a determining factor in the choice, especially given the city's border location. Visitors considered visible aspects such as security, lighting, and the overall upkeep of the surrounding areas, indicating that a sense of security is linked to the decision to stay. Similarly, the company's online reputation became a useful validation mechanism, as reviews and ratings allow people to anticipate risks and compare the information provided by the company with that found in online reviews.
Kotler, P., Bowen, J., & Makens, J. (2017). Marketing for Hospitality and Tourism (7th ed.). Pearson.
Kim, W. G., & Moon, Y. J. (2009). Customers’ cognitive, emotional and actionable responses to the servicescape. International Journal of Hospitality Management, 28(1), 144–156.
Filieri, R., & McLeay, F. (2014). E-WOM and accommodation: An analysis of TripAdvisor reviews. Journal of Travel Research, 53(1), 44–57.
Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage. International Journal of Hospitality Management, 20(3), 277–297.
Chen, C. F., & Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions? Tourism Management, 28(4), 1115–1122.
Ladhari, R. (2012). The lodging quality index: An independent assessment of validity and dimensions. International Journal of Contemporary Hospitality Management, 24(4), 628–652
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468.
Meng, F., Tepanon, Y., & Uysal, M. (2008). Measuring tourist satisfaction by attribute and motivation. Journal of Vacation Marketing, 14(1), 41–56.
Meng, F., Tepanon, Y., & Uysal, M. (2008). Measuring tourist satisfaction by attribute and motivation. Journal of Vacation Marketing, 14(1), 41–56.
Morosan, C., & Bowen, J. T. (2018). Smart technologies in hospitality: A literature review. International Journal of Contemporary Hospitality Management, 30(10), 351–376.
Pine, B. J., & Gilmore, J. H. (2011). The Experience Economy. Harvard Business Review Press.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Oliver, R. L. (2015). Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). Routledge.
Xie, K. L., Zhang, Z., & Zhang, Z. (2014). The business value of online consumer reviews and product recommendations. International Journal of Hospitality Management, 43, 1–12.
Yoo, K. H., & Gretzel, U. (2008). What motivates consumers to write online travel reviews? Information Technology & Tourism, 10(4), 283–295.
The present study addresses the decision-making factors involved in hotel selection in the city of Cúcuta, which, due to its border location, adds unique characteristics to the travel experience. The main objective of the work was to identify the factors that influence lodging choice in the city, considering economic, emotional, digital, and sociocultural dimensions. From a qualitative approach, visitors’ perceptions were explored, including those related to safety, service quality, digital reputation, and the correspondence between price and value. The results show that price, in relation to quality, is a useful element in the selection process, as visitors seek a balance between the rate they pay and aspects such as comfort, cleanliness, and staff service.
At the same time, safety also proved to be a determining factor in the choice, especially given the city's border location. Visitors considered visible aspects such as security, lighting, and the overall upkeep of the surrounding areas, indicating that a sense of security is linked to the decision to stay. Similarly, the company's online reputation became a useful validation mechanism, as reviews and ratings allow people to anticipate risks and compare the information provided by the company with that found in online reviews.
Kotler, P., Bowen, J., & Makens, J. (2017). Marketing for Hospitality and Tourism (7th ed.). Pearson.
Kim, W. G., & Moon, Y. J. (2009). Customers’ cognitive, emotional and actionable responses to the servicescape. International Journal of Hospitality Management, 28(1), 144–156.
Filieri, R., & McLeay, F. (2014). E-WOM and accommodation: An analysis of TripAdvisor reviews. Journal of Travel Research, 53(1), 44–57.
Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage. International Journal of Hospitality Management, 20(3), 277–297.
Chen, C. F., & Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions? Tourism Management, 28(4), 1115–1122.
Ladhari, R. (2012). The lodging quality index: An independent assessment of validity and dimensions. International Journal of Contemporary Hospitality Management, 24(4), 628–652
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458–468.
Meng, F., Tepanon, Y., & Uysal, M. (2008). Measuring tourist satisfaction by attribute and motivation. Journal of Vacation Marketing, 14(1), 41–56.
Meng, F., Tepanon, Y., & Uysal, M. (2008). Measuring tourist satisfaction by attribute and motivation. Journal of Vacation Marketing, 14(1), 41–56.
Morosan, C., & Bowen, J. T. (2018). Smart technologies in hospitality: A literature review. International Journal of Contemporary Hospitality Management, 30(10), 351–376.
Pine, B. J., & Gilmore, J. H. (2011). The Experience Economy. Harvard Business Review Press.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Oliver, R. L. (2015). Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). Routledge.
Xie, K. L., Zhang, Z., & Zhang, Z. (2014). The business value of online consumer reviews and product recommendations. International Journal of Hospitality Management, 43, 1–12.
Yoo, K. H., & Gretzel, U. (2008). What motivates consumers to write online travel reviews? Information Technology & Tourism, 10(4), 283–295.
Most read articles by the same author(s)
- Grecia Michel Peñaloza Calderón , Yesica Montagut Góngora, Blanca Rolón, Analysis of the impact of tourism on the local economy of northern Santander , Revista CONVICCIONES: Vol. 12 No. 24 (2025)
- Ángel Camilo Rodríguez Arias, Sofia Sarahi Mogollón Avellaneda, Samir Esteban Ramírez Reyes, The impact of gender stereotypes , Revista CONVICCIONES: Vol. 11 No. 22 (2024)