Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity

Pratim Chatterjee; Mitali Sengupta; Smita Datta; Abir Chattopadhyay

doi:10.30519/ahtr.1739285

Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity

Abstract

Customer satisfaction and word-of-mouth publicity are well-known indicators of revisit intention. While strategies to ensure revisit intention in the hotel industry are common, rarely attention has been given to introducing healthcare facilities within hotels. This research attempts to explore the linkage between the hotel attributes – ‘presence of medical and wellness facility’, value for money, service quality, customer satisfaction, word-of-mouth and revisit intention. Data was collected from both international and domestic tourists using a structured questionnaire who visited West Bengal, a popular healthcare destination (Pilot study: n= 100, Main study: n=506). The findings highlight that service quality and presence of medical and wellness facilities in a hotel positively impact customer satisfaction and Satisfied customers share positive word-of-mouth regarding their hotel experience and tend to exhibit strong intentions to revisit. However, value for money does not have a significant impact on customer satisfaction. The present study has revealed that presence of medical and wellness facility in a hotel indirectly exerts a positive influence on revisit intention through customer satisfaction and word-of-mouth. The findings of the study are expected to motivate strategic decision makers in the hospitality industry to include medical and wellness facilities within the range of services offered by the hotel.

Keywords

References

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Details

Primary Language

English

Subjects

Tourism (Other)

Journal Section

Research Article

Authors

Pratim Chatterjee ^*
0000-0002-4136-8157
India

Mitali Sengupta This is me
0000-0002-2865-4394
India

Smita Datta This is me
0000-0001-7834-942X
India

Abir Chattopadhyay This is me
0009-0005-5187-8045
India

Early Pub Date

June 29, 2026

Publication Date

-

Submission Date

July 10, 2025

Acceptance Date

June 4, 2026

Published in Issue

Year 2026 Number: Advanced Online Publication

DOI

https://doi.org/10.30519/ahtr.1739285

IZ

https://izlik.org/JA95HW44SK

Cite

RIS / Bibtex

APA

Chatterjee, P., Sengupta, M., Datta, S., & Chattopadhyay, A. (2026). Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity. Advances in Hospitality and Tourism Research (AHTR), Advanced Online Publication. https://doi.org/10.30519/ahtr.1739285

AMA

1.Chatterjee P, Sengupta M, Datta S, Chattopadhyay A. Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity. Advances in Hospitality and Tourism Research (AHTR). 2026;(Advanced Online Publication). doi:10.30519/ahtr.1739285

Chicago

Chatterjee, Pratim, Mitali Sengupta, Smita Datta, and Abir Chattopadhyay. 2026. “Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity”. Advances in Hospitality and Tourism Research (AHTR), no. Advanced Online Publication. https://doi.org/10.30519/ahtr.1739285.

EndNote

Chatterjee P, Sengupta M, Datta S, Chattopadhyay A (June 1, 2026) Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity. Advances in Hospitality and Tourism Research (AHTR) Advanced Online Publication

IEEE

[1]P. Chatterjee, M. Sengupta, S. Datta, and A. Chattopadhyay, “Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity”, Advances in Hospitality and Tourism Research (AHTR), no. Advanced Online Publication, June 2026, doi: 10.30519/ahtr.1739285.

ISNAD

Chatterjee, Pratim - Sengupta, Mitali - Datta, Smita - Chattopadhyay, Abir. “Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity”. Advances in Hospitality and Tourism Research (AHTR). Advanced Online Publication (June 1, 2026). https://doi.org/10.30519/ahtr.1739285.

JAMA

1.Chatterjee P, Sengupta M, Datta S, Chattopadhyay A. Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity. Advances in Hospitality and Tourism Research (AHTR). 2026. doi:10.30519/ahtr.1739285.

MLA

Chatterjee, Pratim, et al. “Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity”. Advances in Hospitality and Tourism Research (AHTR), no. Advanced Online Publication, June 2026, doi:10.30519/ahtr.1739285.

Vancouver

1.Pratim Chatterjee, Mitali Sengupta, Smita Datta, Abir Chattopadhyay. Impact of Existence of Medical and Wellness Facilities in Hotels on Revisit Intention through Customer Satisfaction and Word of Mouth Publicity. Advances in Hospitality and Tourism Research (AHTR). 2026 Jun. 1;(Advanced Online Publication). doi:10.30519/ahtr.1739285