Determinants of Repeat Visitation in Hospitality Sector: Exploring the Role of Visitor Orientation, Communication, Engagement, Experience, and Feedback
摘要
The study focuses on how visitor orientation, communication, their level of interest, their experience in interacting with the hospitality industry, and their feedback influence their rate of visiting the hospitality industry of Dubai, UAE. The research design adopted in the study comprised of descriptive quantitative and causal research design method for data collection, and the study used a convenient sampling technique where data was collected through an online survey questionnaire from the diverse group of respondents. Data collected were analyzed with SmartPLS, a structural equation modeling tool to test these factors and their impact on repeat visit. The purpose of the analysis is to establish the extent to which each of the factors contributes to the predisposition of customers to revisit hospitality to organizations to give the current market players a clear picture of the factors that influence customer loyalty. The contribution of this work to practice is substantial for the hospitality workers in Dubai. As a result, managers increase awareness of which aspects of visitor orientation, communication, engagement, experience, and feedback have greatest influence on revisits, thereby improving focus on those priorities. This specific approach may also assist hospitality organizations in Dubai to stand out among their counterpart and as a result enhance the probability of customers’ repeat patronage, and thus lengthen their operational viability.