Hotel healthcare facilities: a key determinant of customer satisfaction in the hospitality industry

Value for money and service quality are well-known indicators of customer satisfaction. While many efforts have been made to enhance customer satisfaction in the hotel industry, little attention has been given to introducing healthcare facilities within hotels. This research adopts a mixed-methods design. To explore a deeper understanding behind these findings, a qualitative phase was conducted. For quantitative research design, a structured questionnaire was developed on topics linked to the presence of medical and wellness facilities, value for money, service quality and customer satisfaction. This questionnaire was administered to both international and domestic tourists who visited West Bengal (Pilot study: n = 100, Main study: n = 506). The findings highlight that the presence of medical and wellness facilities in a hotel is significantly associated with customer satisfaction. Furthermore, the positive influence of service quality on customer satisfaction has been confirmed. However, value for money does not have a statistically significant impact on customer satisfaction. The overall findings of the study are expected to motivate strategic decision-makers in the hospitality industry to include medical and wellness facilities in the services offered by the hotel so that the social need for healthcare facilities while staying in a hotel can be addressed.