Background to the satisfaction chain: An investigation through structural equation modeling

Authors

  • Wagner Junior Ladeira Professor de Marketing pela Universidade do Vale do rio do Sinos - UNISINOS
  • Gustavo da Silva Costa Professor da Universidade do Vale do Rio dos Sinos - Unisinos
  • Fernando de Oliveira Santini Professor dos cursos de Graduação e Pós-Gradução da Faculdade da Serra Gaúcha - FSG e da Faculdade SENAC/RS
  • Clecio Falcao Araujo Pontifícia Universidade Católica do Rio Grande do Sul

DOI:

https://doi.org/10.7784/rbtur.v7i1.549

Keywords:

Satisfaction, Consumer background, Consumer experience.

Abstract

Satisfaction studies have become crucial to improve the relationship between guests and hotels. With that in mind, this study analyzes the functional relations interfering in customer satisfaction in the hotel sector, based on the analysis of two elements: consumer background, related to previous experience and expectation; and consumer experience, related to the business’s physical aspects and social environment. Therefore, four hypotheses were formulated and tested with 260 guests in hotels located in the State of Rio Grande do Sul. The results support the hypotheses formulated, indicating that physical environment is the greatest satisfaction predictor for hotel customers, followed by the “previous experience,” “social environment” and, finally, “consumer expectation.”

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Author Biographies

Wagner Junior Ladeira, Professor de Marketing pela Universidade do Vale do rio do Sinos - UNISINOS

Possui graduação em Administração de Empresas pela Universidade Federal de Viçosa (2003), mestrado em Administração pela Universidade Federal do Rio Grande do Sul (2006) e doutorado na área de Gestão de Tecnologia e Inovação na Universidade Federal do Rio Grande do Sul (2011).

Gustavo da Silva Costa, Professor da Universidade do Vale do Rio dos Sinos - Unisinos

Mestrado Acadêmico em Administração e Negócios pela Pontifícia Universidade Católica do Rio Grande do Sul (2008)

Fernando de Oliveira Santini, Professor dos cursos de Graduação e Pós-Gradução da Faculdade da Serra Gaúcha - FSG e da Faculdade SENAC/RS

Doutorando em Administração pela Pontifica Universidade Católica do Rio Grande do Sul - PUCRS e Universidade de Caxias do Sul - UCS, possui Mestrado em Administração pela PUCRS (2008)

Clecio Falcao Araujo, Pontifícia Universidade Católica do Rio Grande do Sul

Mestrando em Administração e Negócios

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Published

2013-04-13

How to Cite

Ladeira, W. J., Costa, G. da S., Santini, F. de O., & Araujo, C. F. (2013). Background to the satisfaction chain: An investigation through structural equation modeling. Revista Brasileira De Pesquisa Em Turismo, 7(1), 51–67. https://doi.org/10.7784/rbtur.v7i1.549

Issue

Vol. 7 No. 1 (2013): January/April

Section

Articles

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