Hotel Satisfaction Index
The Impact of Hotel Attributes’ Satisfaction on Overall Guest Satisfaction
Murat Usta
College of Business Administration
Dokuz Eylul University
Katerina Berezina
School of Hotel and Restaurant Administration
Oklahoma State University and Cihan Cobanoglu
School of Hotel, Restaurant and Institutional Management
University of South Florida Sarasota-Manatee
ABSTRACT
It is important to identify these new hotel attributes and measure guests’ level of satisfaction and the impact of these attributes on overall guest satisfaction. In addition, few studies investigated the hotel attributes’ satisfaction on overall guest satisfaction. Hence, the purpose of the study is to identify levels of guest satisfaction with hotel attribute, as well as to determine the impact of hotel attributes’ satisfaction on overall guest satisfaction and intention to return.
Keywords: hotel attributes, hotel satisfaction, revisit intentions
INTRODUCTION
Researchers and practitioners agree that service quality, customer satisfaction, and customer loyalty are major factors for hotel success (Matzler & Pechlaner, 2001; O 'Neill,
Mattila, & Xiao, 2006; Shanka & Taylor, 2003; Yung & Chan, 2001). However, little empirical research has been conducted to reveal the level of impact of hotel attributes’ satisfaction on intention to return. Fornell (1992) suggested that customer satisfaction may lead to favorable word-of mouth publicity and subsequent repeating purchases. Kotler (1991) suggested that high customer satisfaction ratings are widely believed to be the best indicator of a company’s future profits. Several studies investigated the importance of hotel attributes (Qu, Ryan, & Chu, 2001;
Shanka & Taylor, 2003) and hotel attributes’ satisfaction (Fornell, 1992; Yung & Chan, 2001).
However, these attributes change over time. The advancement of technology and new amenities change what hotel guests request from hotels. It is important to identify these new hotel attributes
Murat Usta
College of Business Administration
Dokuz Eylul University
Katerina Berezina
School of Hotel and Restaurant Administration
Oklahoma State University and Cihan Cobanoglu
School of Hotel, Restaurant and Institutional Management
University of South Florida Sarasota-Manatee
ABSTRACT
It is important to identify these new hotel attributes and measure guests’ level of satisfaction and the impact of these attributes on overall guest satisfaction. In addition, few studies investigated the hotel attributes’ satisfaction on overall guest satisfaction. Hence, the purpose of the study is to identify levels of guest satisfaction with hotel attribute, as well as to determine the impact of hotel attributes’ satisfaction on overall guest satisfaction and intention to return.
Keywords: hotel attributes, hotel satisfaction, revisit intentions
INTRODUCTION
Researchers and practitioners agree that service quality, customer satisfaction, and customer loyalty are major factors for hotel success (Matzler & Pechlaner, 2001; O 'Neill,
Mattila, & Xiao, 2006; Shanka & Taylor, 2003; Yung & Chan, 2001). However, little empirical research has been conducted to reveal the level of impact of hotel attributes’ satisfaction on intention to return. Fornell (1992) suggested that customer satisfaction may lead to favorable word-of mouth publicity and subsequent repeating purchases. Kotler (1991) suggested that high customer satisfaction ratings are widely believed to be the best indicator of a company’s future profits. Several studies investigated the importance of hotel attributes (Qu, Ryan, & Chu, 2001;
Shanka & Taylor, 2003) and hotel attributes’ satisfaction (Fornell, 1992; Yung & Chan, 2001).
However, these attributes change over time. The advancement of technology and new amenities change what hotel guests request from hotels. It is important to identify these new hotel attributes
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