The Effect of Accommodation Service Quality on Customers Satisfaction and Revisit Intention – Focused on Dog-friendly Hotels -

This study examined the impact of hotel service quality on the satisfaction and revisit intention of hotel customers with pets as the demand for dog-friendly lodging increases in line with the continuous increase in travel with dogs. An online surveys were conducted who had experienced dog-friendly hotels from October 2022 to September 2023. A total of 278 questionnaires were used in the final analysis after excluding incomplete surveys. The results are as follows. First, the four service quality elements (human, friendliness, system, facility) were found to have a significant impact on satisfaction with pet-friendly hotels. Second, all elements of service quality (facility, system, human, and friendliness) had a significant impact on revisit intention. Lastly, customer satisfaction had a positive effect on revisit intention. These results are expected to be useful data for increasing the competitiveness of dog-friendly hotels and encouraging consumers to continue visiting dog-friendly hotels.