The relationship between customer experience and customer satisfaction, recommendation behaviour, and revisit intention in accommodation businesses: The case of Istanbul
Year: 2025
Type: article
Study design: Observational Study
Abstract: This study explores the relationships among customer experience perceptions, customer satisfaction, revisit intention, and recommendation behaviour in accommodation businesses operating in Istanbul. It also examines whether perceptions of customer experience vary significantly across demographic characteristics. The research employed a quantitative approach, and data were collected via a structured questionnaire from 605 participants. The analyses were conducted using regression analysis, t-tests, and one-way ANOVA. The results reveal a strong, statistically significant positive relationship between customer experience and customer satisfaction, with high explanatory power. Similarly, customer experience was found to be a key predictor of both revisit intention and recommendation behaviour. These findings indicate that customer experience plays a critical role in shaping both emotional and behavioural outcomes. Moreover, the study identifies significant differences in experience perceptions across demographic groups. Generation Z participants reported more positive experiences than participants in other age groups. Male respondents also had a more favourable perception than female respondents. The highest experience scores were observed among participants with a high school education or lower, while the lowest were found in the associate degree group. In terms of income, those who described their financial situation as "poor" reported lower experience perceptions, whereas those in the "very poor" category surprisingly reported higher scores. In conclusion, the findings highlight the strategic importance of customer experience in the hospitality industry. Beyond increasing satisfaction, customer experience also drives loyalty and positive word-of-mouth. In Istanbul's accommodation sector, these results suggest that a well-designed customer experience strategy can significantly influence customer behaviour and strengthen a competitive position.
Author: Cihan Yılmaz
Institution: Doğuş University
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7117297370
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