DOI: 10.30519/ahtr.1739285 ISSN: 2147-9100

Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity

Pratim Chatterjee, Mitali Sengupta, Smita Datta, Abir Chattopadhyay
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Customer satisfaction and word-of-mouth publicity are well-known indicators of revisit intention. While strategies to ensure revisit intention in the hotel industry are common, rarely attention has been given to introducing healthcare facilities within hotels. This research attempts to explore the linkage between the hotel attributes – ‘presence of medical and wellness facility’, value for money, service quality, customer satisfaction, word-of-mouth and revisit intention. Data was collected from both international and domestic tourists using a structured questionnaire who visited West Bengal, a popular healthcare destination (Pilot study: n= 100, Main study: n=506). The findings highlight that service quality and presence of medical and wellness facilities in a hotel positively impact customer satisfaction and Satisfied customers share positive word-of-mouth regarding their hotel experience and tend to exhibit strong intentions to revisit. However, value for money does not have a significant impact on customer satisfaction. The present study has revealed that presence of medical and wellness facility in a hotel indirectly exerts a positive influence on revisit intention through customer satisfaction and word-of-mouth. The findings of the study are expected to motivate strategic decision makers in the hospitality industry to include medical and wellness facilities within the range of services offered by the hotel.

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