- Title
- Factors that influence guest satisfaction with the hospitality establishments: evidence from hospitality industry in Eastern Cape, South Africa
- Creator
- Mxunyelwa, Siyabonga
- Creator
- Mtshokotshe, Z
- Description
- The management of guests’ satisfaction is imperative for the sustainability of hospitality establishments. The guests’ satisfaction is a lifeblood of a thriving hospitality establishment such as the hotel, guest house, lodge and Bed and Breakfast to mention but a few. The purpose of this paper was to examine the influence of the five dimensional factors of service quality on guest expectations and experiences in hotels in Eastern Cape, South Africa. Furthermore, the paper sought to analyse the factors among the five dimensions that have a main role in driving overall guest expectations and experiences. A purposive sampling method was employed in the data collection process. Primary data was collected through interviews with hotel managers in the Eastern Cape, South Africa. The analysis of variance (ANOVA) among factor was undertaken in order to analyse the five factors. The findings elucidate that tangibles, responsiveness and assurance play a significant role in driving guest expectations and experiences in the South African hotel industry. The paper further underscores that reliability and empathy are an integral part in providing memorable experience for the guests in hotels. Furthermore, service quality is one of the key aspects to guest expectations and experiences. Conversely, the tangible variable is deemed to be the most important factor driving guest expectations and experiences in the context of the South African hotel industry. It is evident from the findings of the paper improve guest expectations and experiences hoteliers should emphasise the following attributes: ‘reliability’, ‘empathy’ and ‘assurance. The findings of this paper makes a meaningful contribution to a better understanding of the main factors that influence guest expectations and experiences. The results of this paper have implications from a managerial point of view in the highly competitive South African hotel industry.
- Date
- 2021-00-00
- Subject
- Hotels
- Subject
- Antifungal agents
- Type
- text, article
- Identifier
- http://hdl.handle.net/11260/6758
- Identifier
- vital:48990
- Identifier
- https://www.ijicc.net/index.php/ijicc-editions/2021/226-vol-15-iss-10
- Format
- 15 pages, pdf
- Publisher
- IJICC
- Language
- English
- Relation
- International Journal of Innovation, Creativity and Change, Mr Z Mtshokotshe , Dr. S Mxunyelwa(2021). Factors that Influence Guest Satisfaction with the Hospitality Establishments: Evidence from Hospitality Industry in Eastern Cape, South Africa. International Journal of Innovation, Creativity and Change. www.ijicc.net Volume 15, Issue 10, 2021, International Journal of Innovation, Creativity and Change volume 15 number 10 843 857 2021-00
- Rights
- Copyright © 2021 IJICC., This is an Open Access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | 151056_Mtshokotshe_2021 and Mxunyelwa.pdf | 293 KB | Adobe Acrobat PDF | View Details Download |