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Construction and Validation of the Guest Satisfaction Predictors Scale
Carla Peixoto Borges, Amalia Raquel Pérez-Nebra, Claudio Vaz Torres, Eluiza Alberto de Morais Watanabe
In observing the need to validate scales to investigate the satisfaction process in the hotel sector of Brazil, we conducted two studies based on the approach of the disconfirmation of performance expectations, resulting in the construction and validation of a scale of predictors of guest satisfaction. We carry out in the Pilot Study the preliminary validation of the scale in a paper-and-pencil survey of 141 participants. In Study 1, with 677 questionnaires completed via the internet, we obtained the final validation of the internal structure of the instrument. The results corroborated partially with the theory, since the items of disconfirmation and performance formed only one factor, termed as Performance Evaluation. We divided the items referring to the theoretical expectations factor into two factors: Expectation - formed by three items referring to the valence, intensity and clarity of the expectations of the guest - and Comparison and Service Relevance References, composed of five items related to the way the guest evaluates the accommodation, involving criteria adopted and relevance attributed to the service. These results add a new insight into the theory of disconfirmation of performance expectations for the hospitality industry, which was discussed in the light of theories of the evaluation psychology.
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