Linking service quality, guest satisfaction and length of stay to e-WOM: a study in the hotel industry of Singapore Online publication date: Wed, 01-Dec-2021
by Chew Si Chyi; Ong Choon Hee
Middle East J. of Management (MEJM), Vol. 9, No. 1, 2022
Abstract: The research intent of this study is to investigate the linkages among service quality, guest satisfaction, length of stay and electronic word-of-mouth (e-WOM) in the hotel industry of Singapore. Quantitative data was collected from 169 participants and analysed using multiple regression and moderated regression analysis. It was found that responsiveness, assurance and empathy have significant positive relationships with guest satisfaction. However, tangibles were discovered not significantly related to guest satisfaction. Further, the analysis revealed that guest satisfaction was significantly and positively linked with e-WOM. Length of stay was found to moderate the results. This study recommends hotels to allocate resources to enhance their staff performance in the areas of responsiveness, empathy and assurance services but reduce tangibility to an appropriate level to optimise performance and maintain their competitiveness in the market. Consequently, the increase in guest satisfaction level will generate positive e-WOM for the hotels.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the Middle East J. of Management (MEJM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook