A model of customer satisfaction and retention for hotels

Sim, Janet; Mak, Brenda; Jones, David

doi:10.1300/j162v07n03_01

Cited by 154Customer Service Quality and LoyaltyCustomer churn and segmentationDiverse Aspects of Tourism Research

A model of customer satisfaction and retention for hotels

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Sim, Janet, Mak, Brenda, Jones, David·2006·Journal of Quality Assurance in Hospitality & Tourism

DOI 10.1300/j162v07n03_01

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Abstract

This study was designed to assess the antecedents and consequences of customer satisfaction and retention in the hotel industry. The relationship between customer satisfaction and customer retention has been researched for many years. This study extended that research to look at the antecedent effects of customer satisfaction as well as the effect of added value and gender on customer satisfaction and customer retention, and how they relate to the intent to switch. Customer retention was operationalized in terms of loyalty and intent to switch. Customer satisfaction was operationalized in terms of hotel ambience and hospitality. A survey among hotel customers in the San Francisco Bay Area was conducted. A LISREL structural equation model with confirmatory factor analysis was developed to analyze the data. Results indicated that the latent construct customer retention was dependent on the latent construct of customer satisfaction. Added value was found to have positive effects on customer satisfaction and customer retention. Managerial implications to develop strategies to improve customer satisfaction and enhance retention of hotel customers were discussed.

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Additional satisfaction-relevant dimensions in the restaurant setting include ambience, hospitality, added value, technology, and trust and commitment.
“Beyond the core service encounter, scholars have identified additional satisfaction-relevant dimensions in the restaurant setting, including ambience, the broader hospitality extended to guests, the added value offered beyond the basic meal, the role of technology in the service journey, and the trust and commitment customers come to feel toward an establishment over repeated visits (Sim et al., 2”
From Restaurant Service Quality in Relation to Customer Satisfaction (2026) · cites this paper as Sim et al., 2006
The Discussion (page not provided) identifies ambience and hospitality as indicators of customer satisfaction and reports a positive effect of added value. But this is a study of hotels, not restaurants. Its customer-retention measures include loyalty, while our copy does not establish trust and commitment or technology as satisfaction dimensions; the technology mention appears only in a reference title. (LLM, conf=0.90)
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Authors: Sim, J., Mak, B., & Jones, D.
Affiliations: San Francisco State University (US)
ORCID: Jones, David
Venue: Journal of Quality Assurance in Hospitality & Tourism
Publisher: Informa UK Limited
Published: 2006-12-05
Volume: 7
Issue: 3
Pages: 1-23
ISSN: 1528-008X (ISSN-L)
1528-0098
DOI: 10.1300/j162v07n03_01
OpenAlex: W1989117321
Cited by: 153
References: 55
Citations by year: 2026: 6 · 2025: 3 · 2024: 5 · 2023: 16 · 2022: 13 · 2021: 18 · 2020: 19 · 2019: 7 · 2018: 7 · 2017: 15 · 2016: 11 · 2015: 5 · 2014: 5 · 2013: 14 · 2012: 2
FWCI: 0.64
Type: journal article
Language: en
Open access: bronze
doi.org
Locations: Journal of Quality Assurance in Hospitality & Tourism (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
Social Sciences › Sociology and Political Science › Diverse Aspects of Tourism Research
Keywords: customer satisfaction, customer retention, hotel industry, value addition, gender differences, loyalty, hospitality, antecedents of satisfaction

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A model of customer satisfaction and retention for hotels

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