Nexus between Guest Satisfaction and Behavioural Intentions in Budget Hotels in Machakos County, Kenya
Date
2025Author
Ndivo, Rayviscic Mutinda
Mwalimu, Zipporah Mueni
Kariru, Antonetta Njeri
Metadata
Show full item recordAbstract
Limited resources with rising competition make it difficult for budget hotels to
maintain guest satisfaction and build customer loyalty. Guest behavioural
intentions and perceptions are constantly changing and budget hotels need to
understand the interaction for long-term success and sustainability. The
objective was to assess the influence of guest satisfaction and behavioural
intentions among budget hotels in Machakos County, Kenya. Data was collected
using semi-structured questionnaires administered to 332 hotel guests across 10
budget hotels using a mixed-methods research approach. Quantitative data was
analysed by use of descriptive statistics, and ordinal regression analysis was
used to determine their relationship. The study reveals that the effect is
statistically significant since it had a p-value of 0.000, thus, less than the 0.05
level of significance, suggesting that guest satisfaction was a robust predictor of
behavioural intentions. The research suggests that budget hotels should
concentrate their efforts on cleaning, customer service, and swift checkin/check-out procedures to exceed guest expectations
URI
https://doi.org/10.37284/ajthm.4.1.3168http://repository.mut.ac.ke:8080/xmlui/handle/123456789/6642
