EFFECT OF LENGTH OF STAY ON GUEST SATISFACTION-AN EMPIRICAL STUDY OF INDIAN HOTEL INDUSTRY

Abstract

The unpredictable and dynamic changes experienced by the corporate world have transformed the business environment. Now the key for remaining successful is in retaining customers rather than in acquiring customers. Customer satisfaction is considered the essence of success in today's highly competitive world of business, and it has become the corporate goal as more and more companies strive for quality in their product. The purpose of this article is to examine the influence of ‘length of stay’of a guest in a hotel, on satisfaction, revisit intention and making favorable referrals. This paper considers the reaction of ‘international travelers’ who have boarded their flight from Chennai, India. Outcome of this research indicates that one of the critical challenges faced by the hoteliers is to create opportunities to their guests to experience (all) the facilities available in the hotel, especially for those who stay for a shorter period. Results shows that length of stay positively influences the satisfaction level but not revisit attitude and positive referrals. However satisfied guests tends to revisit the same hotel in future and likely to refer to their friends and relatives.’ Satisfaction is the nucleus and everything revolves around it and duration of stay is one of the major determinants of hotel factors which is a major predictor of satisfactionHotel industry, Guest satisfaction, Length of stay, purpose of visit, revisit, recommendation