Impact of Service Expectation, Experiential Quality, and Perceived Value on Hotel Customer Satisfaction

Abstract

ABSTRACT Overall tourist satisfaction could lead to tourists’ staying for extended periods of time at the hotels and to repeated visits. Thus, identifying influential factors that affect customer satisfaction is vital. The paper addresses the influence of service expectation, experiential quality, and perceived value on customers’ satisfaction regarding the hotels in Siem Reap, Cambodia. A survey questionnaire is the data collection instrument. Structural equation modeling has been used for building the model to test direct effects, while the Sobel test has been employed to measure indirect effects. The results show that perceived value has a strong positive effect on customer satisfaction, while service expectation has a weak negative one. Experiential quality has no influence. Service expectation influences perceived value indirectly, and experiential quality acts as a mediator. However, experiential quality and perceived value do not play the role of serial mediators in the relationship between service expectation and customer satisfaction.