Impact of service quality on customers revisit intention: The case study of rex hotel in hcmc, Vietnam

Most managers of hotels are facing the reduction of customers’ re-visit times and the renting share expansion. Research on the relationship between satisfaction with service quality, but considering the interrelationship between service quality, satisfaction, word of mouth and customers’ revisit intention, has not been particularly interested. Of which “word of mouth” remains importance. This study employsa 360-customer survey database of Rex Hotel in Ho Chi Minh City and uses a Linear Structural Model for empirical analysis. The results show that there is a relationship between service quality and customers’ revisit intention, while satisfaction and word of mouth are the supporting factors. The factors of service quality affecting customer satisfaction include: (i) Responsiveness; (ii) Tangibility; (iii) Assurance (iv) Reliability; and (v) Empathy.