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Dimensions of hotel service quality and its impacts on guest satisfaction and loyalty

Author

Listed:
  • Domingos Fernandes Campos
  • Patricia Silva Rebouças de Araújo
  • Daniel Cavalcanti Fernandes Campos

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.

Suggested Citation

  • Domingos Fernandes Campos & Patricia Silva Rebouças de Araújo & Daniel Cavalcanti Fernandes Campos, 2024. "Dimensions of hotel service quality and its impacts on guest satisfaction and loyalty," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 47(4), pages 535-557.
    • Handle: RePEc:ids:ijsoma:v:47:y:2024:i:4:p:535-557
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