Title: Decoding tourist satisfaction and loyalty at hotels: a confirmatory factor analytic approach

Authors: Mohd Adil; Mohd Nasir; Mukesh Kumar

Addresses: Department of Management Studies, National Institute of Technology Hamirpur, Himachal Pradesh, India ' Mittal School of Business, Lovely Professional University, Jalandhar, Punjab, India ' Faculty of Management Studies, Gopal Narayan Singh University, Bihar 821305, India

Abstract: This study assesses tourists' perceived service quality towards budget hotels. It also examines the inter-relationship between the service quality dimensions, tourist satisfaction and tourist loyalty. A structured questionnaire was employed to survey the tourists who visited and stayed in budget hotels of the selected three states of Northern India. An assessment of common method bias and preliminary descriptive analysis was used to examine the item structure and psychometric properties of the original scale adopted in the current study. Findings reveal that all the dimensions of service quality have a positive influence on tourist satisfaction, therefore hotel managers must monitor and assess their offerings on all the seven key attributes of service quality at regular intervals. This may avoid instances of customer dissatisfaction or moments of frustration and, eventually boosts repeat purchases and positive word of mouth. In addition, hotel management should also pay special attention to the employees' educational eligibility and desired skill during the recruitment process, to better understand tourists' needs and design service which contributes to the tourists' overall experience at budget hotels.

Keywords: service quality; budget hotel; tourist satisfaction; tourist loyalty; tourism; SEM.

DOI: 10.1504/IJPQM.2021.120600

International Journal of Productivity and Quality Management, 2021 Vol.34 No.4, pp.561 - 580

Received: 17 Mar 2020
Accepted: 17 Jul 2020

Published online: 27 Jan 2022 *

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