Nexus between Guest Satisfaction and Behavioural Intentions in Budget Hotels in Machakos County, Kenya

Abstract

Limited resources with rising competition make it difficult for budget hotels to maintain guest satisfaction and build customer loyalty. Guest behavioural intentions and perceptions are constantly changing and budget hotels need to understand the interaction for long-term success and sustainability. The objective was to assess the influence of guest satisfaction and behavioural intentions among budget hotels in Machakos County, Kenya. Data was collected using semi-structured questionnaires administered to 332 hotel guests across 10 budget hotels using a mixed-methods research approach. Quantitative data was analysed by use of descriptive statistics, and ordinal regression analysis was used to determine their relationship. The study reveals that the effect is statistically significant since it had a p-value of 0.000, thus, less than the 0.05 level of significance, suggesting that guest satisfaction was a robust predictor of behavioural intentions. The research suggests that budget hotels should concentrate their efforts on cleaning, customer service, and swift check-in/check-out procedures to exceed guest expectations