PHYSICAL ENVIRONMENT, SERVICE QUALITY AND GUEST REVISIT INTENTION IN PORT-HARCOURT HOTELS

Abstract

The study investigated the effect of physical environment and service quality as factors influencing guests’ revisit intention to hotels in Port Harcourt, Rivers State, Nigeria. The descriptive survey research generated primary data from 150 hotel guests in Port Harcourt.  A 16 item and well-structured questionnaire containing four demographic items was used to generate data from the respondents. The data gathered was subjected to multiple regression analysis for the testing of the two hypotheses with the help of SPSS. The inferential statistical analysis showed physical environment and service quality had positive significant effect on revisit intention.  Owners/managers of hotels are expected to build   capabilities on cosy hotel environment and robust service quality. This will enhance customer satisfaction which could   promote guests’ revisit intentions.