Exploring the Relationship between Customer Satisfaction and Revisit Intention in Swiss Budget Hotel using the LODGSERV Model

Abstract

This study examined the relationship of customer satisfaction with revisit intention in the context of Swiss budget hotels, using the LODGSERV model. A descriptive-correlational design was employed, gathering cross-sectional data from 378 travelers through a structured 5-point Likert scale survey. The study focused on five service quality dimensions- Tangibility, Reliability, Responsiveness, Assurance, and Empathy- and their correlation with overall revisit intention. Spearman’s Rank correlation revealed that Assurance had the strongest positive relationship with revisit intention, followed by Responsiveness, Reliability, and Tangibility, all of which were statistically significant. In contrast, Empathy did not show a significant correlation. These findings suggest that competence, professionalism, and responsive service play a more influential role in encouraging guest loyalty than personalized attention in the budget hotel segment. The study provides practical recommendations for hotel managers to enhance service delivery, particularly in terms of staff assurance and responsiveness, to improve customer retention. By offering insights into which service dimensions matter most to budget-conscious travelers, the research contributes to strategic service design and guest experience improvement in the hospitality industry.