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

Authors: Domingos Fernandes Campos; Patricia Silva Rebouças de Araújo; Daniel Cavalcanti Fernandes Campos

Addresses: UFRN – Universidade Federal do Rio Grande do Norte, Avenida Senador Salgado Filho, 3000 Lagoa Nova, 59078-970 Natal – RN, Brazil ' UFERSA – Federal Rural University of Semiarid Region, Rua Francisco Mota Bairro, 572, 59625-900 Mossoró – RN, Brazil ' UFRN – Universidade Federal do Rio Grande do Norte, Avenida Senador Salgado Filho, 3000 Lagoa Nova, 59078-970, Natal – RN, Brazil

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.

DOI: 10.1504/IJSOM.2024.137993

International Journal of Services and Operations Management, 2024 Vol.47 No.4, pp.535 - 557

Received: 21 Aug 2021
Accepted: 13 Nov 2021
Published online: 16 Apr 2024 *

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