HOSPITALITY SERVICE QUALITY AND TOURIST SATISFACTION: A COMPREHENSIVE REVIEW OF EMPIRICAL EVIDENCE AND THEORETICAL INSIGHTS

Povzetek

This review paper examines the extensive body of literature on the relationship between hospitality service quality and tourist satisfaction, integrating theoretical models and empirical findings across diverse hospitality contexts. Drawing from foundational works such as Expectancy-Disconfirmation Theory and Social Exchange Theory, and based on studies conducted in Malaysia and other global contexts, this review synthesizes common themes, methodological approaches, and contradictory outcomes. The findings underscore the complexity of tourist satisfaction, revealing that service quality is an essential yet not always sufficient predictor of satisfaction. The review concludes with directions for future research and practical implications for hospitality management.