Factors affecting guest satisfaction and revisit intention - The case of all-inclusive resorts/hotels in Vietnam

Abstract

Nowadays the numbers of all-inclusive hotels/resorts are increasing significantly around the world and in South East Asia, Vietnam to be more specific. Not to mention the amount of customers who want to experience a full-service hotel/resorts these days are rising sharply. The aim of this study is identify the factors that will directly and indirectly affect the satisfaction and also the revisit intention of customers who have already experienced this type of accommodations. Data source is set to be from 250 customers who have already been to any all-inclusive resorts or hotels. Key factors of this research founded by researchers that affect the dependent variables are service value and the activities of the resorts. Moreover, researcher also pointed out the solution for the industry and also further researcher for anyone who wants to analyze the same in this area and this type of hotel/resort. Keywords: all-inclusive hotel/resort, customers’ satisfaction, revisit intention.