Guest satisfaction and hotel profitability in Egypt

Abstract EN

Guest satisfaction has always been the focus of the hospitality industry as a measure of managerial strength, product popularity, quality of service and the property’ soverall image and reputation.

Measures of guest satisfaction has been embedded as an important dimension in the assessment of hotel operational performance and has been also linked to financial performance and used as a possible tool of improving the overall effectiveness of the hotel’s service provision.

However, there is a scarcity in the literature regarding the impact of the components of guest satisfaction on the determinants of hotel profitability.

This study aims to cover this gap by providing empirical evidence that the proposed structure of guest satisfaction is a significant predictor of the profitability of hospitality properties in Egypt.

A case study methodology was employed to achieve this objective.

The SPSS Statistical software was used f6r data analysis.

The results indicated that the constituents of guest satisfaction significantly impact the determinants of hotel profitability.

The statistical analysis filtered the proposed measures to present the fit measures of guest satisfaction that impact profitability of hotels.

An Egyptian Guest Satisfaction Index (EGSI) was proposed and recommended for improving the level of guest satisfaction.