Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores

Authors

  • Maria da Graça Batista University of Azores, Economics and Management Department, Centro de Estudos de Economia Aplicada do Atlântico (CEEAplA)
  • João Pedro Couto University of Azores, Economics and Management Department, Centro de Estudos de Economia Aplicada do Atlântico (CEEAplA)
  • Diana Botelho University of Azores, Economics and Management Department
  • Cláudia Faias University of Azores, Economics and Management Department

Keywords:

Customer satisfaction, customer loyalty, service quality

Abstract

This paper analyses the influence of service quality on customer satisfaction and loyalty. Questionnaires were used to retrieve data were used to construct a model of structural equations to test the perception of quality, satisfaction and subsequent loyalty of tourists. The results suggest that the main influential variables of satisfaction were the quality of service offered and how management dealt with complaints. The factors that contributed most to tourist loyalty were affective commitment, satisfaction, price, complaint management and the image of the hotel itself. The findings highlight factors that can be used as indicators of how managers can generate added value for their customers.

Author Biography

  • Maria da Graça Batista, University of Azores, Economics and Management Department, Centro de Estudos de Economia Aplicada do Atlântico (CEEAplA)
    PhD, Adjunct Professor, ESGHT/University of Algarve Web Manager of the Journal Encontros Científicos - Tourism & Management Studies  Director of the undergraduate Course in Hotelmanagement, ESGHT/University of Algarve

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Published

10.01.2024

Issue

Vol. 10 No. 1 (2014)

Section

Tourism/Hospitality: Research Papers

License

Copyright (c) 2016 Tourism & Management Studies

Creative Commons License

This work is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.

The journal retains published articles’ copyrights, but they are simultaneously licensed under the Creative Commons Attribution License (CC BY-NC-ND), which allows individuals’ to share the relevant papers as long as authorship and publication in this journal are duly acknowledged.

How to Cite

Batista, M. da G., Couto, J. P., Botelho, D., & Faias, C. (2024). Tourist satisfaction and loyalty in the hotel business: An application to the island of São Miguel, Azores. Tourism & Management Studies, 10(1), 16-23. https://tmstudies.net/index.php/ectms/article/view/642

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