A study of Japanese guests' satisfaction with hotel attributes and performance in Taiwan
The objective of this study is to investigate the relationship between hotel performance and guest's satisfaction using the evaluative congruity theory framework; The findings indicate that the guest's satisfaction of hotel services is a positive function of the functional evaluative congruity between a guest's expectation of hotel attributes and perceived performance outcome. More specifically, the level of satisfaction is the highest among those individuals who have lower expectations but positive perceptions of performance, followed by individuals who have higher expectations and higher perceptions of performance. Those who have lower expectations and lower perceptions of performance, and those with higher expectations and lower perceptions of performance report less and less satisfaction; This study contributes to the hospitality marketing by introducing a model of guest's satisfaction measure and the existing knowledge in consumer behavior by providing empirical findings with regard to the functional congruity model in explaining the Consumer Satisfaction/Dissatisfaction phenomenon.
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