Question regarding Hotel Loyalty Programs
Jun 4, 2010 | 11:06 am
#19
Join Date: Oct 2008
Location: Austin, TX
Programs: IHG Spire Elite, Marriott Titanium, AA Plat, WN A-List Preferred
Posts: 267
I submitted one.
One problem I noticed...the question "I am a member of _________ hotel loyalty program(s)." contains options for 2-3 and 3-5, which overlap. Thus you'll have to combine those two categories in your data or throw out the question.
Also, I'm wondering...you ask a lot of questions about people's satisfaction with their hotel loyalty programs. But you don't ask which program people are thinking of. For example, Hyatt is well known for not properly crediting points and it takes a lot of effort to get what you've earned. If 80% of the survey respondents happen to be Hyatt members that could be an issue. I personally found myself disagreeing with almost everything because there were a lot of blanket statements. In almost any question at least one program did a good job, even if the rest didn't. The industry in general could be doing a poor job, but my reponses might indicate satisfaction. Let me give a concrete example. One question asked if I agreed that it was hard to use points to book rooms so I give up. Points are really easy to use with ICHG, so I disagreed. But maybe every other hotel program in existence is terrible. The industry overall could be doing a poor job but the survey could draw responses that say the opposite.
Just some suggestions!
One problem I noticed...the question "I am a member of _________ hotel loyalty program(s)." contains options for 2-3 and 3-5, which overlap. Thus you'll have to combine those two categories in your data or throw out the question.
Also, I'm wondering...you ask a lot of questions about people's satisfaction with their hotel loyalty programs. But you don't ask which program people are thinking of. For example, Hyatt is well known for not properly crediting points and it takes a lot of effort to get what you've earned. If 80% of the survey respondents happen to be Hyatt members that could be an issue. I personally found myself disagreeing with almost everything because there were a lot of blanket statements. In almost any question at least one program did a good job, even if the rest didn't. The industry in general could be doing a poor job, but my reponses might indicate satisfaction. Let me give a concrete example. One question asked if I agreed that it was hard to use points to book rooms so I give up. Points are really easy to use with ICHG, so I disagreed. But maybe every other hotel program in existence is terrible. The industry overall could be doing a poor job but the survey could draw responses that say the opposite.
Just some suggestions!
Jun 5, 2010 | 5:49 am
#20
Original Poster
Join Date: Mar 2010
Posts: 24
Dear Maracle,
Thank you for your comment.
I agree that some of the statements depend on the program, which I have highlighted in the implications of my research. My research focusses on the overall experience and this is a reason why some of the questions apply differently to different hotel groups. Furthermore, the analysis depends on a combinations of statements and previously answered questions rather than how individual statements have been answered.
Cheers
Robert
Thank you for your comment.
I agree that some of the statements depend on the program, which I have highlighted in the implications of my research. My research focusses on the overall experience and this is a reason why some of the questions apply differently to different hotel groups. Furthermore, the analysis depends on a combinations of statements and previously answered questions rather than how individual statements have been answered.
Cheers
Robert
Jun 6, 2010 | 5:42 am
#26
Original Poster
Join Date: Mar 2010
Posts: 24
Good luck with your thesis!
