Customer satisfaction towards hotel services: a systematic review and research agenda

Jick Castanha; Subhash K. B. Pillai; K. G. Sankaranarayanan

doi:10.5281/zenodo.10372937

Authors

Jick Castanha Assistant Professor at Goa Business School, Goa University. https://orcid.org/0000-0003-0665-1691
Subhash K. B. Pillai Professor at Goa University, Professor in post-graduation in Commerce. Associate Regional Editor of Brazilian Annals of Tourism Studies / ABET. Editorial member of Latin American Journal of Tourismology / RLAT. https://orcid.org/0000-0003-0964-9896
K. G. Sankaranarayanan Professor at Goa Business School, Goa University. https://orcid.org/0000-0002-2916-2180

DOI:

https://doi.org/10.5281/zenodo.10372937

Keywords:

Customer Satisfaction, Hotel Services, Service Quality, Hospitality Sector, Systematic Review

Abstract

In the highly competitive world, the hotel industry's success depends on the quality of services they provide, which gives wow feelings and high customer satisfaction. Many researchers have tried to assess customer satisfaction towards hotel services by proposing different models. Hence, the present study attempts to identify the influencing factors for determining customer satisfaction towards hotel services by conducting a systematic literature review. During the search process, 457 articles were obtained from the Web of Science database, and after filtration, 91 articles were used for further analysis. The result revealed that the top six influential factors affecting customer satisfaction towards hotel services are empathy, assurance, reliability, responsiveness, tangibility, and green practices. If customers are satisfied, they will be motivated to revisit, spread positive word of mouth, and build loyalty. Moreover, the results identified that the USA, Malaysia, and China are the leading countries in this field. This study provides an extensive literature review, which otherwise is an unexplored area so far, which offers valuable insight for the hotel service providers to improve their services and also to the researchers and academicians to develop and propose new theories.

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Author Biographies

Jick Castanha, Assistant Professor at Goa Business School, Goa University.

Masters in Commerce / Goa University (2017). Degree in Commerce / Goa University (2015). Assistant Professor at Goa Business School, Goa University. Currently pursuing Ph.D. titled “Consumer behavior towards technology adoption in the case of tourism (travel-related) and hospitality (accommodation related) service applications” / GU. Received University Grant Commissions Junior Research Fellowship – UGC JRF (2019-2020). Orcid: https://orcid.org/0000-0003-0665-1691 [Institutional CV: https://www.unigoa.ac.in/faculty/jickcastanha.html [ jickcas@gmail.com ]

Subhash K. B. Pillai, Professor at Goa University, Professor in post-graduation in Commerce. Associate Regional Editor of Brazilian Annals of Tourism Studies / ABET. Editorial member of Latin American Journal of Tourismology / RLAT.

Ph.D in Commerce / University of Calicut (1999). Masters in Commerce / University of Calicut (1989). Degree in Commerce / University of Calicut (1986). Received University Grants Commissions Junior Research Fellowship - UGC JRF (1994-1996) and Post-Doctoral Fellowship - UGC PDF (2009-2011). Professor at Goa University, Professor in post-graduation in Commerce. Associate Regional Editor of Brazilian Annals of Tourism Studies / ABET. Editorial member of Latin American Journal of Tourismology / RLAT. [Orcid: https://orcid.org/0000-0003-0964-9896 Institutional CV: https://www.unigoa.ac.in/faculty/kb-subhash.html [ subhash@unigoa.ac.in ]

K. G. Sankaranarayanan, Professor at Goa Business School, Goa University.

Ph.D in Commerce / University of Calicut. Masters in Commerce / University of Calicut. Programme Director, Intergrated M.B.A. (Hospitality, Travel & Tourism). Professor at Goa Business School, Goa University. Orcid: https://orcid.org/0000-0002-2916-2180 Institutional CV: https://www.unigoa.ac.in/faculty/kg-sankaranarayanan.html [ kgsmenon@unigoa.ac.in ]

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