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The analysis of service quality has been the subject of several studies in the hotel industry. The aim of this research is to analyse the influence of service quality, using the SERVPERF model, on customer satisfaction and loyalty in hotels in Portugal. A quantitative, non-probabilistic approach was used, where online questionnaires were administered to 207 customers. The data was then processed and statistically analysed using SPSS, version 29.0. The results show, firstly, that the responsiveness dimension was the dimension most valued by respondents, and the least valued was security. To assess the direct influence of the SERVPERP dimensions on customer satisfaction, a linear regression model was used, which showed that the responsiveness dimension had the highest positive direct influence and the tangibility dimension had the lowest. There was also a significant positive relationship between customer satisfaction and customer loyalty.

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The Quality of Services as a Factor in Satisfaction and Loyalty to a Hotel

  • 会议论文

  • 发表日期：

    2025年

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  • Adriano Costa,
  • Joaquim Antunes,
  • Gonçalo Fernandes

摘要

The analysis of service quality has been the subject of several studies in the hotel industry. The aim of this research is to analyse the influence of service quality, using the SERVPERF model, on customer satisfaction and loyalty in hotels in Portugal. A quantitative, non-probabilistic approach was used, where online questionnaires were administered to 207 customers. The data was then processed and statistically analysed using SPSS, version 29.0. The results show, firstly, that the responsiveness dimension was the dimension most valued by respondents, and the least valued was security. To assess the direct influence of the SERVPERP dimensions on customer satisfaction, a linear regression model was used, which showed that the responsiveness dimension had the highest positive direct influence and the tangibility dimension had the lowest. There was also a significant positive relationship between customer satisfaction and customer loyalty.