Open AccessMEASURING TOURIST SATISFACTION AND REVISIT INTENTION USING LODGESERV IN BOUTIQUE HOTEL
Author(s) -
Atikah Shahira binti Mohd Ali,
Chemah Tamby Chik,
Suria Sulaiman,
Wan Salman,
Aslinda Mohd Shahril
Publication year - 2020
Publication title -
epra international journal of economic and business review
Language(s) - English
Resource type - Journals
eISSN - 2349-0187
pISSN - 2347-9671
DOI - 10.36713/epra3037
Subject(s) - accommodation , popularity , servqual , business , marketing , tourism , advertising , customer satisfaction , service quality , service (business) , quality (philosophy) , psychology , geography , social psychology , philosophy , archaeology , epistemology , neuroscience
Boutique hotel recently gained popularity in Malaysia. However, there is no absolute information on boutique hotel dueto unclear segmentation of the type of accommodation for boutique hotel in Malaysia. However, some literature referredboutique hotel as small, luxurious hotels with furnished rooms less than 100 in numbers. Due to its unclear segmentation,the quality of facility and services are also insufficient. Therefore, the objectives of this study includes to determine therelationship between guest satisfaction and customer revisit intention. This study measured consumer service experienceusing LODGSERV in boutique hotel. This study uses ten items in LODGSERV dimensions to determine guest revisitintention. Respondents are recruited among the guests who checked out from boutique hotels in Malacca. Four hundredlocal and international tourists in Malacca participated in this study however only 391 usable data were received. Datawere collected between the month of October until November 2018, and later processed with SPSS for descriptive andregression analysis. The findings revealed that using LODGSERV, it was showed that there is significant relationshipbetween guest satisfaction and their revisit intention when measured using LODGSERV. Thus hotel managers and ownersneed to improve boutique hotels physical facility and services should they want to compete with the other accommodationservices.KEYWORDS: LODGSERV, SERVQUAL, Boutique Hotel, Revisit Intention, Guest Satisfaction