La qualité du service d'hébergement et son influence sur la décision d'achat

The purpose of this research is to gain a deeper understanding of the relationship between the Hospitality service quality and the purchase decision.
Our thesis has a quantitative approach, and was conducted with a broad review of the literature. The research strategy chosen was the survey. The data was gathered through different interviews, around two hotels, in Macau.
The results of this thesis show that the five quality dimensions (reliability, responsiveness, assurance, empathy, and tangibles) contributed significantly in the word-of-mouth communication, which is relevant factor of the consumer's purchase intention.

We determined also that of the five dimensions, the assurance and reliability were the two most significant one.
Therefore we can assume that the Hospitality service quality has an important influence on the purchase decision. Indeed, it was clear that the reliability and assurance factors were the most important in the view of the customers which could probably means that the quality of tangibles, responsiveness, and empathy issues are something that it is expected and does not influence customer's evaluations.