This study aims to improve knowledge of consumers’ decision-making by testing a conceptual model that considers the hotel’s service quality and service value toward customers’ behavioral intentions using a mediator, which is the role of consumers’ satisfaction. The object of this research is five-star hotels, which has become a significant segment of the general hotel industry and is undergoing rapid expansion. This research is a quantitative research using questionnaire as the sampling method answered by people who have stayed at five-star hotels before. The total of 150 valid respondents were used in this study. The collected data was processed by a statistical tool software, Partial Least Square (PLS). The major findings of this research showed that the relations between service quality and service value of five-star hotels do not have significant positive impact on consumers’ behavioral intention, nonetheless the mediation analysis shows that customers’ satisfaction partially mediates service quality and service value with consumers’ behavioral intentions to stay. It means that in this case, consumers’ satisfaction has an important role to mediate service value quality and service value. As a result, the study shows that four out of six hypotheses are supported. A couple of recommendations are suggested for further research.

The coordinated development of Beijing-Tianjin-Hebei is China's major national strategy. Hebei Province has become an important pole in the coordinated development of Beijing-Tianjin-Hebei regional tourism. Its star hotels have achieved considerable development in the past three decades. However, with the rapid development of non-standard accommodation industries such as budget hotels and homestays in recent years, star hotels in Hebei Province are facing a more stimulating external competition environment. A longitudinal comparative analysis of the data of star hotels in Hebei Province over the past eight years shows that the scale of star hotels in Hebei Province has been decreasing year by year. The structure features the shape of an olive. Although the operating revenue has achieved a small increase, the operating indicators such as the average daily rate and profit showed a decreasing trend year by year, net profit was in overall loss, and the number of employees decreased year by year. Through the comparative analysis of horizontal and vertical data, it is found that star hotels in Hebei Province are facing a high degree of market concentration, unbalanced regional development, high pressure of transformation, a slow brand building, high turnover rate of employees and an insufficient development of human capital. In the future, the star hotel industry in Hebei Province should continuously improve the capital operation ability of the enterprise under the new economic norm, use the innovative new engine “Internet plus”, and make full play of the functions of industry associations to guide the industry to develop in a regulative and healthy way. More importantly, more value should be attached to personnel training so as to achieve the sustainable development of the hotel industry in Hebei Province.

The growth of Bandung’s tourism industry has had a massive impact on the hotel sector. Most tourists visiting Bandung are domestic tourists and tend to be modest spenders fitting the profile of a mid-market (2/3 star) hotel guest. As competition has increased mid-market hotels have come under pressure from upmarket (4/5 star) and budget hotels committed to cutting prices. There is also competition with the midmarket hotel sector, which means that the 2/3 star hotels have to keep innovating in order to remain competitive. This study uses the Service Quality framework to describe customer expectations and identify gaps in hotel services. A questionnaire survey of 105 local tourists who had stayed in 2/3 star hotels in Bandung showed that the most important dimension is responsiveness, following by reliability, assurance, tangibles and empathy. Thus we conclude that local tourists’ primary expectations are that hotels will deliver the service they have promised, be responsive to guests’ needs and comply with service standards. Furthermore, these findings validate the earlier prediction that comparing 2/3 star hotel with 5/4 start hotel, the customers are having preliminary knowledge on facilities limitation and friendliness. Tourists using 2/3 star hotels tend to be prepared to accept limited facilities and less friendly staff service.