Abstract

This study aims to evaluate the influence of service dimensions’ satisfaction on hotel guest’s overall satisfaction. Confronting the theory originally stated with the specificity of satisfaction in the hotel sector, we developed hypotheses linking each of the service dimensions with overall satisfaction declared by the consumer. The data collected with a questionnaire were analyzed through a series of Multiple Component Analysis, cross-tabulations and Pearson Chi-square tests. Interpretation of the results allows us to reach the conclusion that three dimensions (groups of attributes) only out of the six initially considered contribute to overall satisfaction that is, service availability, interaction with the service provider and services received. The results of this research provide hotel managers with specific information. The first information is that word of mouth is one of the most important sources of information for hotel guests in Cameroon, so managers of these institutions should work towards stimulating it. Moreover, in order to increase guests’ overall satisfaction, it is necessary to improve their satisfaction with the aforementioned service dimensions.

Key words: Service dimension, overall satisfaction, word-of-mouth.