IJIMT 2015 Vol.6(3): 186-190 ISSN: 2010-0248
DOI: 10.7763/IJIMT.2015.V6.599

Factors of Affecting Guests’ Satisfaction and Their Loyalty — A Study of Luxury Hotels in Ho Chi Minh City, Vietnam

Mai Ngoc Khuong, Pham Le Hoang Ngan, and Nguyen Thi Minh Phuong
Abstract— This study aimed to analyze and test the effects of tangibility, assurance, reliability, responsiveness, empathy, price, and hotel image on guests’ satisfaction and their loyalty towards luxury hotels in Ho Chi Minh City. Quantitative research approach was main method applied with 255 questionnaires delivered directly to international tourists who were staying at 3-5 star hotels. The empirical results showed that factors of empathy and assurance, tangibility, and hotel image both directly and indirectly affected guest loyalty. Satisfaction directly affected guest loyalty while price negatively and indirectly affected guest loyalty. Reliability and responsiveness did not significantly affect guests’ loyalty.

Index Terms— Service quality, guest satisfaction, guest loyalty, luxury hotels, Ho Chi Minh City.

Mai Ngoc Khuong, Pham Le Hoang Ngan, and Nguyen Thi Minh Phuong are with the School of Business, International University – VNU-HCMC, Vietnam (e-mail: mnkhuong@hcmiu.edu.vn, nganpham3110@gmail.com, minhphuong16@yahoo.com).

[PDF]

Cite: Mai Ngoc Khuong, Pham Le Hoang Ngan, and Nguyen Thi Minh Phuong, " Factors of Affecting Guests’ Satisfaction and Their Loyalty — A Study of Luxury Hotels in Ho Chi Minh City, Vietnam," International Journal of Innovation, Management and Technology vol. 6, no. 3, pp. 186-190, 2015.

Copyright © 2008-2015. International Journal of Innovation, Management and Technology. All rights reserved.
E-mail: ijimt@ejournal.net