Hotel Attributes Influencing International Tourists’ Satisfaction and Loyalty

Abstract

This study investigates the influence of hotel attributes on satisfaction of 119 international tourists visiting to Nepal. It further analyzes the effect of satisfaction from hotels on revisit intention and recommendations by international tourists. 119 international tourists visiting to Nepal participated in the study. Correlation and multiple regression analyses were conducted to test hypotheses. Our result shows that among various hotel attributes, service quality and room & front desks plays significant role in satisfaction of international tourists. The other attributes like security, business facility, value, food and recreation and security were found to beinsignifi cant. Furthermore, satisfaction was found to be Significant predictor of both attitudinal loyalty i.e. intentional loyalty and behavioral loyalty i.e. revisit intention. There are lots of practical and research implications of the findings like it’s a lesson for Nepal Tourism Board, Hotel Association of Nepal and other related stakeholders. It guides them as where to focus their energy in terms of generating satisfaction and loyalty from international tourists in case of hotel service. Journal of Tourism and Hospitality EducationVol. 7, 2017, page : 44-61

Using a General Ordered Logit Model to Explain the Influence of Hotel Facilities, General and Sustainability-Related, on Customer Ratings

“…The performance-only approach is focused on the perceived satisfaction after the service experience took place. It is measured either as an overall assessment or as a score based on the satisfaction with individual facilities of hotels [46,47,[66][67][68].…”

“…Sources of customer satisfaction have also been summarized into four dimensions: tangible and sensorial experience, staff performance, aesthetic perception, and location [57]. Price, airport/local area shuttles, wireless internet, breakfast, and quality of coffee/tea were also found to influence satisfaction [3]; moreover, service quality and room and front desks [68]. Price, transaction, quality, and the hedonic dimension were found to have a significant direct positive effect on customer satisfaction [47].…”

Factors Influencing Organizational Performance in Hotel Sector of Nepal

“…This research is truly fruitful for the management of the hotel sector to leap the changes in the organization. The hotel sector is the sector of human capital and resource management has to emphasize enhancing factors influencing organizational performance (Banija & Thapa, 2017). The hotel-related research can guide management to lead efficient managerial strategy which is the best part of this research.…”

Examining the Trip Experience on Competitive Advantage Creation in Tourism

“…Accommodation strives to meet tourist needs, by becoming a home that provides physiological basis for all tourist activities while traveling (Baniya and Thapa, 2017). Comfort of accommodation or accommodation facilities, and service quality are important factors in attracting tourists to a tourist destination.…”

“…According to Baniya and Thapa (2017) and Isdarmanto (2017), there are similar indicators on accommodation that make tourists feel satisfied and revisit, such as information about hotel reservation, various lodging options, strategic location and convenience when checking in and checking out, and the ability of employees to understand the needs of tourists, and employee politeness. Backed by the study by , the increase of accommodation facilities increases the satisfaction of tourists.…”