eCite Digital Repository

The role of trip purpose and hotel star rating on guests’ satisfaction and WOM


Rajaguru, R and Hassanli, N, The role of trip purpose and hotel star rating on guests' satisfaction and WOM, International Journal of Contemporary Hospitality Management, 30, (5) pp. 2268-2286. ISSN 0959-6119 (2018) [Refereed Article]

Copyright Statement

© 2018 Emerald Publishing Limited

DOI: doi:10.1108/IJCHM-01-2017-0044


Purpose: This paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation.

Design/methodology/approach: Using TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study.

Findings: Results indicate significant differences between leisure and business guests’ perception of value for money and service quality at hotels with various star ratings. While perceived value for money and service quality were found as significant predictors for both leisure and business guests’ satisfaction and WOM, the effects were moderated by the hotel star rating. Despite the significant effect of hotel star rating on guest satisfaction, the study found no significant relationships between hotel star rating and WOM for leisure and business guests.

Practical implications: The findings suggest that managers in the hotel industry should understand the purpose of guests’ trip and offer services based on their expectations. As the star rating of a hotel creates certain expectations for both leisure and business guests, providing an appropriate level of services and assuring value for money in accordance with the hotel rating contributes to guest satisfaction and WOM recommendation.

Originality/value: This study contributes to the hospitality literature by investigating how hotel star rating moderates the relationship of value for money and service quality on leisure and business guests’ satisfaction and WOM recommendation.

Item Details

Item Type:Refereed Article
Keywords:customer satisfaction, word of mouth, travel purpose
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Marketing management (incl. strategy and customer relations)
Objective Division:Commercial Services and Tourism
Objective Group:Other commercial services and tourism
Objective Field:Hospitality services
UTAS Author:Rajaguru, R (Dr Rajesh Rajaguru)
ID Code:127390
Year Published:2018
Web of Science® Times Cited:32
Deposited By:TSBE
Deposited On:2018-07-25
Last Modified:2019-01-03

Repository Staff Only: item control page