An Analysis of Tourists' Service Use at the Certified Tourist Accommodation in the Southern Andaman Coastal Region

Abstract

          This research article aimed: (1) to analyse tourists' experiences in using the services at the certified tourist accommodation in the Southern Andaman coastal region, categorizing them into positive and negative experiences, and (2) to examine the factors determining tourists from returning to these certified hotels. The study investigated tourists’ experiences based on reviews from 55 certified hotels collected from Trip Advisor. Data were collected in December 2024. Content analysis and descriptive statistics were employed to present the data in terms of frequency and percentage.

          The findings indicated that 1) positive experiences could be categorized into six key aspects (ranked from most to least mentioned): staff, room quality, food and beverage services, front desk, environment and ambiance, and activities or facilities. Similarly, negative experiences were classified into six main aspects (ranked from most to least criticized): room quality, staff, front desk service, food and beverage services, housekeeping, and facilities.
2) The study also identified five key factors influencing tourists' decisions not to revisit these hotels: hotel standards, staff and service, management, physical conditions, and cleanliness. The findings from this research may serve as valuable insights for hotel managers in enhancing service quality and improving hotel standards to better meet tourists' expectations