Is Customer Satisfaction Achieved Only with Good Hotel Facilities? A Moderated Mediation Model
Journal: Administrative Sciences
Year: 2023

Modern hotel business models tend to split ownership of the property and its business operations. It can be assumed that a good-quality hotel facility per se can easily achieve high customer satisfaction. The purpose of this research was to investigate the effect of customer perception of hotel facilities on customer satisfaction by integrating the mediating effect of customer perception of the personnel and business organization and the moderating effect of the customers’ family income. Three-h