Contemplation and analysis of pandemic impacts on accommodation industry and a system reformulation proposal with Kano model: Turkey case

Yılmaz Kaya B.

CURRENT ISSUES IN TOURISM, vol.25, no.8, pp.1226-1241, 2022 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 25 Issue: 8
  • Publication Date: 2022
  • Doi Number: 10.1080/13683500.2021.2007860
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus, ABI/INFORM, Aquatic Science & Fisheries Abstracts (ASFA), CAB Abstracts, Geobase, Hospitality & Tourism Complete, Hospitality & Tourism Index, PAIS International, Veterinary Science Database
  • Page Numbers: pp.1226-1241
  • Keywords: Kano model, consumption behaviour analysis, COVID-19, accommodation industry, hospitality, service system design, SERVICE ATTRIBUTES, CUSTOMER, VOICE
  • Gazi University Affiliated: Yes


This paper can be a pioneer in this field as the first Kano model study critically examining the effects of COVID-19 pandemic in accommodation industry by different tools of Kano model, and providing an accelerated recovery proposal. Modifications in guests' perception of quality, consuming behaviour, customer needs (CNs) and importance of service attributes were analyzed and re-defined by comprehensive analyses. Turkish participants were considered as sample to address an important case study for an important tourism destination. The response rate was 67.37% and Cronbach-alpha values were found to be 0.97, 0.97 and 0.98, respectively, corresponding to the high reliability of results and administrated Kano and demographic analyses questionnaires. In total, 22 new CNs and 11 obscure former CNs were identified, new consuming preferences were addressed, where, category transitions of service attributes were also interpreted. The results were elucidated with graphical illustrations as well. As a pilot pioneer study, some research limitations were underlined and extrapolated for the readers. Short-term and long-term strategies were suggested for hoteliers especially from countries having economic structures mostly depending on tourism activities, consequently.