MEASURING TOURIST SATISFACTION AND REVISIT INTENTION USING LODGESERV IN BOUTIQUE HOTEL

Abstract

Boutique hotel recently gained popularity in Malaysia. However, there is no absolute information on boutique hotel due to unclear segmentation of the type of accommodation for boutique hotel in Malaysia. However, some literature referred boutique hotel as small, luxurious hotels with furnished rooms less than 100 in numbers. Due to its unclear segmentation, the quality of facility and services are also insufficient. Therefore, the objectives of this study includes to determine the relationship between guest satisfaction and customer revisit intention. This study measured consumer service experience using LODGSERV in boutique hotel. This study uses ten items in LODGSERV dimensions to determine guest revisit intention. Respondents are recruited among the guests who checked out from boutique hotels in Malacca. Four hundred local and international tourists in Malacca participated in this study however only 391 usable data were received. Data were collected between the month of October until November 2018, and later processed with SPSS for descriptive and regression analysis. The findings revealed that using LODGSERV, it was showed that there is significant relationship between guest satisfaction and their revisit intention when measured using LODGSERV. Thus hotel managers and owners need to improve boutique hotels physical facility and services should they want to compete with the other accommodation services. KEYWORDS: LODGSERV, SERVQUAL, Boutique Hotel, Revisit Intention, Guest Satisfaction