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Guest Satisfaction in the U.S. Lodging Industry Using the ACSI Model as a Service Quality Scoreboard

SUMMARY This article extracts data from the American Consumer Satisfaction Index (ACSI) for the lodging industry and for the six hotel brands included in the study. Guest satisfaction scores are analyzed for three important standards: overall satisfaction, expectancy-disconfirmation, and customer experience compared to an ideal product. Findings indicate that [1] the lodging industry scores slightly better than the entire service sector and about the same as the national score, and [2] there is significant variation in satisfaction scores among the six brands tested. Implications for management are included.