HOTELS SERVICES AND REPURCHASE INTENTIONS: A Study of Patronage in Rivers State, Nigeria.

Abstract

This research paper investigates the factors that determine customer satisfaction and repurchase intention in hotels in Port Harcourt Rivers State. The intent is to identify these factors and highlight them for use by the Hotel Entrepreneurs for increase customer repurchase intention and patrongae. Quantitative Method was mainly applied by using questionnaires to deliver 400 questionnaires out of which 253 Guests and visitors staying in the various hotels in Port Harcourt City responded. The result of the research demonstrated that there are five major factors which have direct considerable effect on Guest Repurchase Intention. The Guest Satisfaction (.0422), obtained the highest effect among the five predictor variables. Of these predictor variables, the relationship between Brand Image (0.580) and Guest Satisfaction is the strongest one. According to the findings and recommendations, this study is beneficial not only for Guests but also for Hotel’s managers. Guests can read this study to get references; Hotel’s managers can read to find solutions on how to create, maintain, and retain Guests patronage which enhances repurchase intention and increase profitability for Hotel Industry.