Service Quality Influencing on the Choice of Three Star Hotel Services: Evidence from Hotel Businesses in Vientiane, Laos PDR

Abstract

The purpose of this research is 1) to examine the relationships between service quality and intention to repeat purchase 2) to investigate the effect of service quality and intention to repeat purchase. The data was collected by questionnaire survey from 307 clients of 3-star hotels in Vientiane. The statistics used in data analysis were percentage, mean and standard deviation. Statistical analysis was used to test the relationship and the effects are correlations and multiple regression analysis.
          The result indicates five dimensions of service quality in relation to intention to repeat purchase have a significant positive correlated between 0.114 - 0.535, p<0.01. Moreover, four dimensions of service quality such as tangibles, reliability, responsiveness, and empathy have a positive effect on intention to repeat purchase. The tangibles has a highest effect size on intention to repeat purchase and coefficient is 0.558, p<0.01.