The role of trip purpose and hotel star rating on guests’ satisfaction and WOM

Rajaguru, R; Hassanli, N

The role of trip purpose and hotel star rating on guests’ satisfaction and WOM

Rajaguru, R Hassanli, N

Permalink

Publication Type:: Journal Article
Citation:: International Journal of Contemporary Hospitality Management, 2018, 30 (5), pp. 2268 - 2286
Issue Date:: 2018-01-01

Open Access

Copyright Clearance Process

Recently Added
In Progress
Open Access

This item is open access.

Adobe PDF

Download Accepted Manuscript VersionAdobe PDF (458.27 kB)

View on publisher's site

View statistics

Full metadata record

Field	Value	Language
dc.contributor.author	Rajaguru, R	en_US
dc.contributor.author	Hassanli, N https://orcid.org/0000-0002-3392-0829	en_US
dc.date.issued	2018-01-01	en_US
dc.identifier.citation	International Journal of Contemporary Hospitality Management, 2018, 30 (5), pp. 2268 - 2286	en_US
dc.identifier.issn	0959-6119	en_US
dc.identifier.uri	http://hdl.handle.net/10453/129567
dc.description.abstract	© 2018, Emerald Publishing Limited. Purpose: This paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation. Design/methodology/approach: Using TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study. Findings: Results indicate significant differences between leisure and business guests’ perception of value for money and service quality at hotels with various star ratings. While perceived value for money and service quality were found as significant predictors for both leisure and business guests’ satisfaction and WOM, the effects were moderated by the hotel star rating. Despite the significant effect of hotel star rating on guest satisfaction, the study found no significant relationships between hotel star rating and WOM for leisure and business guests. Practical implications: The findings suggest that managers in the hotel industry should understand the purpose of guests’ trip and offer services based on their expectations. As the star rating of a hotel creates certain expectations for both leisure and business guests, providing an appropriate level of services and assuring value for money in accordance with the hotel rating contributes to guest satisfaction and WOM recommendation. Originality/value: This study contributes to the hospitality literature by investigating how hotel star rating moderates the relationship of value for money and service quality on leisure and business guests’ satisfaction and WOM recommendation.	en_US
dc.relation.ispartof	International Journal of Contemporary Hospitality Management	en_US
dc.relation.isbasedon	10.1108/IJCHM-01-2017-0044	en_US
dc.subject.classification	Sport, Leisure & Tourism	en_US
dc.title	The role of trip purpose and hotel star rating on guests’ satisfaction and WOM	en_US
dc.type	Journal Article
utslib.citation.volume	5	en_US
utslib.citation.volume	30	en_US
utslib.for	1506 Tourism	en_US
utslib.for	1504 Commercial Services	en_US
utslib.for	1505 Marketing	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Faculty of Business/Management Discipline
utslib.copyright.status	open_access
pubs.issue	5	en_US
pubs.publication-status	Published	en_US
pubs.volume	30	en_US

Abstract:

© 2018, Emerald Publishing Limited. Purpose: This paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation. Design/methodology/approach: Using TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study. Findings: Results indicate significant differences between leisure and business guests’ perception of value for money and service quality at hotels with various star ratings. While perceived value for money and service quality were found as significant predictors for both leisure and business guests’ satisfaction and WOM, the effects were moderated by the hotel star rating. Despite the significant effect of hotel star rating on guest satisfaction, the study found no significant relationships between hotel star rating and WOM for leisure and business guests. Practical implications: The findings suggest that managers in the hotel industry should understand the purpose of guests’ trip and offer services based on their expectations. As the star rating of a hotel creates certain expectations for both leisure and business guests, providing an appropriate level of services and assuring value for money in accordance with the hotel rating contributes to guest satisfaction and WOM recommendation. Originality/value: This study contributes to the hospitality literature by investigating how hotel star rating moderates the relationship of value for money and service quality on leisure and business guests’ satisfaction and WOM recommendation.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/129567