 Dimensions of hotel service quality and its impacts on guest satisfaction and loyaltyDomingos Fernandes Campos, Patricia Silva Rebouças de Araújo and Daniel Cavalcanti Fernandes Campos International Journal of Services and Operations Management, 2024, vol. 47, issue 4, 535-557 Abstract: The purpose of this paper is to evaluate the impact of dimensions of quality on the satisfaction and loyalty of hotel guests. Responses of 618 guests were launched on 41 questions about a hotel and resort, 36 related to hotel service quality performance, eight linked to satisfaction, and seven regarding the guest loyalty to the hotel. The SEM final model evaluated the moderating effects that the number of visits and gender had on the results. Results showed that contact and service and lodging dimensions maintained a direct positive impact on satisfaction. Contact and service have remained with the most significant influence on guest satisfaction. Lodging, food and drink, and value for money dimensions held direct implications on guest loyalty. The sustainability dimension did not have a direct influence on guest satisfaction and loyalty. Gender and number of visits had moderating effects on the service quality-satisfaction-loyalty chain. Keywords: service quality; hotel; guest satisfaction; guest loyalty; moderating effects; structural equation modelling. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:47:y:2024:i:4:p:535-557 Access Statistics for this article More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd |
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