This article examines the relationship between satisfaction and loyalty of hotel guests. From the hotel's perspective, it is cheaper and more beneficial to create a loyal guest than seek out new ones; therefore, this paper focuses on satisfaction as an influential factor in customers' re-visit of a hotel. Using an empirical study, we examine the connection between guests who are more satisfied with the hotel and their intention to re-visit the hotel. However, we are also interested in differences in satisfaction level and intention to re-visit among guests who visit once, twice or more. A higher level of guest satisfaction makes customers more likely to repurchase, which leads to guest loyalty, commitment to partnership activities and positive recommendations of the hotel.

Rights

URN

URN:NBN:SI:DOC-KY93NZ9K

COBISSID

10975516

Added

28.10.2013

Metadata

Citation

APA:

Zabukovec Baruca, Petra, Čivre, Žana (2012). Odnos med stopnjo zadovoljstva in zvestobo gostov v slovenskih hotelih. Naše gospodarstvo, volume 58, issue 1/2, str. 16-23. URN:NBN:SI:DOC-KY93NZ9K from http://www.dlib.si

MLA:

Zabukovec Baruca, Petra, Čivre, Žana. "Odnos med stopnjo zadovoljstva in zvestobo gostov v slovenskih hotelih." Naše gospodarstvo volume 58. issue 1/2 (2012) str. 16-23.
<http://www.dlib.si/?URN=URN:NBN:SI:DOC-KY93NZ9K>

Naše gospodarstvo
1955-
(Assembly record)

številka

Naše gospodarstvo
2012
(Complete issue)

Odnos med stopnjo zadovoljstva in zvestobo gostov v slovenskih hotelihRelationship between the level of guest satisfaction and loyalty in Slovenians hotels

Odnos med stopnjo zadovoljstva in zvestobo gostov v slovenskih hotelih
Relationship between the level of guest satisfaction and loyalty in Slovenians hotels