Download (PDF 387 KB): https://research.fs.usda.gov/download/treesearch/13845.pdf
Abstract
Success in the hotel and tourism industry depends on understanding the key factors of customer satisfaction. Customer satisfaction leads to purchase repetition, intention to revisit, and potential increased future patronage of the hotel. The purpose of this research is to better understand (1) the factors that influence overnight accommodation decisions; (2) how these factors relate to satisfaction ratings for a variety of accommodation and destination elements; and (3) how these factors and satisfaction ratings relate to return visitation and/or making positive recommendations to others. Results indicate that some hotel services and facilities had significant influence on hotel satisfaction ratings.
Parent Publication
Citation
Kim, Mi Ran; Vogt, Christine; Rummel, Annette. 2008. Destinations and accommodations--how linked are they from a customer''s perspective?. In: LeBlanc, Cherie; Vogt, Christine, comps. Proceedings of the 2007 northeastern recreation research symposium; 2007 April 15-17; Bolton Landing, NY. Gen. Tech. Rep. NRS-P-23. Newtown Square, PA: U.S. Department of Agriculture, Forest Service, Northern Research Station: 100-106.
