The Effect of Hotel Service Satisfaction on Loyalty: The Role of Gender

Abstract

This study aims to analyze the effect of satisfaction on hotel services such as service product satisfaction, service delivery satisfaction, and service environment satisfaction on loyalty. The sample in this study are 210 respondents who visited the hotel in the past month. The analysis technique used is the Structural Equation Model with Partial Least Square. The results showed that all satisfaction variables for hotel services significantly influenced loyalty in both groups of ganders. If differentiated based on gender, it shows that male groups are more interested in service environment satisfaction and service delivery satisfaction towards loyalty, while female groups are more interested in service environment satisfaction and service product satisfaction towards loyalty.

Investigation of the Physical Environment and Employee Performance toward Customer Satisfaction in the Luxury Hotel: A Study in Bandung, Indonesia

“…In tourism studies, customer satisfaction is the visitor's state of emotion after they experienced tour activities (Sánchez et al, 2006). As a result, providing satisfaction is very important because it will positively affect the next visit thus increasing tourists' loyalty (Oviedo-García et al, 2016;Sosianika et al, 2021). On the contrary, if they are not satisfied, they will decide not to visit (W.-T. Lin & Chen, 2013).…”