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

Autores/as

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

Palabras clave:

Satisfacción del Cliente, Servicios Hoteleros, Calidad en Servicios, Sector de Hospitalidad, Revisión Sistemática

Resumen

En un mundo altamente competitivo, el éxito de la industria hotelera depende de la calidad de los servicios que brinda, lo que genera sensaciones asombrosas y una alta satisfacción del cliente. Muchos investigadores han intentado evaluar la satisfacción del cliente hacia los servicios hoteleros proponiendo diferentes modelos. Por lo tanto, el presente estudio intenta identificar los factores que influyen en la determinación de la satisfacción del cliente hacia los servicios hoteleros mediante la realización de una revisión sistemática de la literatura. Durante el proceso de búsqueda, se obtuvieron 457 artículos en la base de datos Web of Science y, después de la filtración, se utilizaron 91 artículos para un análisis posterior. El resultado reveló que los seis factores principales que influyen en la satisfacción del cliente hacia los servicios hoteleros son la empatía, la garantía, la confiabilidad, la capacidad de respuesta, la tangibilidad y las prácticas sostenibles. Si los clientes están satisfechos, se motivarán a revisitar, difundir recomendaciones positivas y construir lealtad. Además, los resultados identificaron que Estados Unidos, Malasia y China son los países líderes en este campo. Este estudio proporciona una revisión integral de la literatura, un área hasta ahora poco explorada, ofreciendo ideas valiosas para que los proveedores de servicios hoteleros mejoren sus servicios, así como para que los investigadores y académicos desarrollen y propongan nuevas teorías.

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Biografía del autor/a

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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