Perceived importance of attributes on hotel guests' repeat visit intentions

Abstract

Based on the empirical evidence in the related literature, we can emphasize that customer satisfaction and repeat patronage in the hotel industry has been well researched. Over the past two decades, many researchers as well as businesses have conducted surveys on visitors' satisfaction in order to measure customer perceptions of quality attributes of hotel or hospitality services. However, there is a lack of research paying attention to the empirical investigation of the self-perceived direct influence of hotel attributes over the customers' intentions of repeat visitation. Thus, the aim of this study is to determine the perceived influence of facilities and services provided by hotel businesses over the guests' intentions of future repeat visits to the same service premises. As this paper encompasses the analysis of the likelihood of repeat visitation, data were collected from a sample of guests staying at various 5-star hotels in Antalya, Turkey. Two types of analysis were performed to reach this objective: exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). Then, those factors obtained from EFA results were modelled through the utilisation of LISREL analysis. The paper identifies four major attributes as the most influential factors on the intention of tourist loyalty, namely front office services, employees, housekeeping, and food and beverage services. Discussion of findings leads to some suggestions for improvements for hotel services.