A Study of the Relationship Between Hotel Informative Service Setting Items and Customer Satisfaction

In recent decades, significant growth in the hospitality industry has been fueled by increases in disposable income, leisure time, and political stability. Consequently, the hospitality industry has grown both larger and more competitive; and organizations in the hospitality industry face increasing competitive pressures. The purpose of this study were to identify the impact of Informative Service Setting Item (ISSI) attributes on the customer satisfaction, examine the impact of ISSI when a potential guest selects a hotel, and determine how ISSI influences a customers' recommendation of the hotel to others. The target population for this study was hospitality educators and hotel customers who had stayed in U.S. lodging properties. An online survey was conducted and factor analysis and multiple regression were used to address the research hypotheses. The results of the study indicated a significant positive relationship between perceived Information Service Setting Items performance and the overall satisfa...