Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry

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’,...