Tourism and Management Studies | 2026
Authors: Gajdošíková Z.; Kmeco Ľ.; Hamarneh I.; Klímová M.
DOI: 10.18089/tms.20260102
Journal: Tourism and Management Studies
Year: 2026
Publisher: University of Algarve
Document Type: Article
Open Access: All Open Access; Gold Open Access
Cited by: 0
A vast supply of products and services can confuse customers, masking their needs and complicating efforts to satisfy them. Kano’s model suggests that customers lack clear awareness of their requirements. This study, based on a novel explanation of the interlinearity of quality attributes and its disruption, explores the applicability of Kano's model in measuring today’s customer satisfaction. It examines the impact of digitisation on guest satisfaction. Analysing 310 hotel guests in Slovakia during the winter season of 2023/2024, the study identifies quality attributes revealing insights into how selected dimensions affect satisfaction. A two-step cluster analysis reveals four distinct customer segments with unique expectations, highlighting the need for tailored services. Findings indicate that while digital technologies help address staff shortages, they do not enhance guest satisfaction rather, the opposite. The study offers recommendations for hoteliers seeking to improve service quality and technological integration. It bridges Kano’s theoretical foundations with practical relevance in the contemporary context, suggesting future research directions for the evolving relationship among customer satisfaction, digitisation, and service quality. © (2026), (University of Algarve). All rights reserved.
Customer Satisfaction; Customer Segmentation; Kano's Model; Keywords Current Guest; modelo de Kano; Palavras-chave: Cliente atual; qualidade do serviço; satisfação do cliente; segmentação de clientes; Service Quality