Customer Satisfaction and Repurchase Intentions in Hotels During the Exchange Rate Change in Egypt: A Comparative Study Based on Demographic and Tripographic Attributes

Abstract

Even though the exchange rate significantly boosted the tourism industry in Egypt, future fluctuations could also cause tourist apprehension and affect inbound tourism flows. Therefore, understanding customer satisfaction and repurchase intentions is vital for predicting future purchasing behaviors in hotels. Based on the current exchange rate change impacts on prices and customers’ evaluations of products and services in hotels and a lack of previous studies that dealt with the topic in Egypt, the research investigates the difference in customer satisfaction and repurchases intentions in hotels during the exchange rate change in Egypt, focuses on demographic and tripographic attributes such as nationality, gender, income, and hotel classes. Both paper-based and web-based questionnaires were distributed to a stratified random sample of 384 guests in three, four, and five-star hotels in the Red Sea and Luxor governorates. During the exchange rate change in Egypt, the results reveled that There is no significant difference between male and female guests in terms of customer satisfaction. On the other hand, there is significant difference between male and female guests in terms of repurchase intentions. Moreover, there is significant difference in customer satisfaction and repurchase intentions in hotels based on guests’ nationality and income-levels during the exchange rate change in Egypt. Additionally, there are significant differences in customer satisfaction and repurchase intentions in hotels based on guests’ nationality and the hotel classes (three, four, and five-star) during the exchange rate change in Egypt. Furthermore, this research contributes to filling a knowledge gap and offers practical implications.