Original paper
Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry
Volume: 20, Issue: 3, Pages: 277 - 297
Published: Sep 1, 2001
Abstract
This study examined the relative importance of hotel factors in relation to travelers’ overall satisfaction levels with their hotel stays in Hong Kong and the likelihood of returning to the same hotels in their subsequent trips. Using a factor analysis technique, the study identified seven hotel factors that were likely to influence customers’ choice intentions: ‘Staff Service Quality’, ‘Room Qualities’, ‘General Amenities’, ‘Business Services’,...
Paper Details
Title
Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry
Published Date
Sep 1, 2001
Volume
20
Issue
3
Pages
277 - 297
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Notes
History