HOTEL ATTRIBUTES AND GUESTS RE-VISIT INTENTION IN STAR-RATED HOTELS
HOTEL ATTRIBUTES AND GUESTS RE-VISIT INTENTION IN STAR-RATED HOTELS

Summary/Abstract: The hospitality industry in Delta State, Nigeria, has grown rapidly in recent times, and rapid growth has intensified competition among practitioners. Therefore, this study is conceived to investigate the influence of hotel attributes on customer revisit intention in star-rated hotels. Primary data were collected from a cross-section of 395 guests of star-rated hotels, while regression and descriptive statistics were used to analyze the data. The findings show that patrons’ attitude, subjective norm, desk office services, employees’ appearance and attitude to guests, housekeeping and room outlook, and the quality of food and beverage services, exert positive and significant (p < 0.01) influence on customers’ re-visit intention. The dominant impact of staff attitude to guests underscores the need for hotel managers to train employees to cultivate a service-oriented culture that will motivate them to render excellent services that will exceed guests’ expectations, to foster customer loyalty and repeat visit.

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