Background to the satisfaction chain: An investigation through structural equation modeling

• Autor(a) principal: Ladeira, Wagner Junior
• Data de Publicação: 2013
• Outros Autores: Costa, Gustavo da Silva, Santini, Fernando de Oliveira, Araujo, Clecio Falcao
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista Brasileira de Pesquisa em Turismo
• Texto Completo: https://rbtur.org.br/rbtur/article/view/549
• topic: Satisfaction; Consumer background; Consumer experience.; Satisfacción; Antecedentes del consumido; Experiencias de consumo.; Satisfação; Antecedentes de consumo; Experiência de consumo.

Satisfaction studies have become crucial to improve the relationship between guests and hotels. With that in mind, this study analyzes the functional relations interfering in customer satisfaction in the hotel sector, based on the analysis of two elements: consumer background, related to previous experience and expectation; and consumer experience, related to the business’s physical aspects and social environment. Therefore, four hypotheses were formulated and tested with 260 guests in hotels located in the State of Rio Grande do Sul. The results support the hypotheses formulated, indicating that physical environment is the greatest satisfaction predictor for hotel customers, followed by the “previous experience,” “social environment” and, finally, “consumer expectation.”