Hotel design, guest satisfaction, and behavioural intentions

Zemke, Dina Marie V.; Chen, Yang-Su; Raab, Carola; Zhong, YunYing

doi:10.1080/13032917.2017.1319868

Cited by 15 publications

(4 citation statements)

References 33 publications

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“…Higher guest satisfaction creates more positive behavioural intentions (Prayag et al, 2019). Several studies in tourism and hotel management dealt with the analysis of guest satisfaction and behavioural intention, and the results confirmed the impact of satisfaction on guest behavioral intention (Rasoolimanesh et al, 2022;Padlee et al, 2019;Zemke et al, 2017;Tussyadiah, 2016;Amoah et al, 2016;Berezan et al, 2013). The connection was also investigated, and the findings accord with the results of the previously mentioned studies (Quan et al, 2022).…”

Section: Guest Satisfaction and Behavioral Intentionssupporting

confidence: 67%

Protective Measures Against COVID-19 and their Impact on Guest Satisfaction and Behaviour Intentions: The Case of the Hotel Industry of Serbia

Perić¹,

Dramićanin

Sekulić

2022

Economic Themes

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After drastically changing the global tourism and hospitality industry, the current pandemic made hotel companies better understand the new situation and begin to adapt to new market developments. The hotel industry has made significant advances and changes in its business to guarantee the health and safety of guests. This research aimed to examine the consequence of hotels' protective measures against the COVID-19 virus on guest attitudes about protective measures, satisfaction and behavioural intentions. Research findings indicate the protective measures versus COVID-19 utilized by hotels in Serbia positively impact guest attitude towards the measures and guest satisfaction. In contrast, the impact on behavioural intentions is not statistically significant. Additionally, guest attitude towards the measures positively affects guest satisfaction. Guest satisfaction positively affects guest behavioural intentions, while the relationship between guest attitudes and behavioural intentions is not statistically significant.

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Section: Guest Satisfaction and Behavioral Intentionssupporting

confidence: 67%

Protective Measures Against COVID-19 and their Impact on Guest Satisfaction and Behaviour Intentions: The Case of the Hotel Industry of Serbia

Perić¹,

Dramićanin

Sekulić

2022

Economic Themes

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“…Additionally, from the theoretical perspective, the high factor loadings between indicator variables and the latent variables reflected a strong correlation between them meaning that the latent variables explained well the variation in the measurement indicators. This result, thus, provides adequate evidence which suggests that managing and promoting these four grading standard components in star rated hotels is critical to customer satisfaction as reported in extant literature (Bodet et al, 2017;Zemke et al, 2017).…”

Section: Discussionsupporting

confidence: 54%

Does Grading Standard Dimension of Hotel Rating System Predict Customer Satisfaction? Empirical Evidence from Malawi

Sepula¹,

Kieti²,

Korir³

et al. 2018

JTHM

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The purpose of this paper is to establish the relationship between grading standard as a dimension of hotel rating system and customer satisfaction. 203 hotel guests participated in the study. Survey questionnaires based on a modified performance-only instrument were used to collect data, analysed using SPSS 20.0 and AMOS 22.0. Structural Equation Modelling (SEM) was used to establish the relationships between grading standard and customer satisfaction as latent constructs of the hypothetical model. The underlying factor structure of the manifest variables in the model was established using both unidimensionality test and confirmatory factor analysis (CFA). The study concluded that grading standard is a predictor of customer satisfaction in star-rated hotels. This study recommends that hotel managers need to pay adequate attention to grading standard dimension of the rating system for it provides an array of features or attributes that the hotel may use to enhance customer satisfaction in order remain competitive and distinguish itself from the competition.

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“…Interior design and operational maintenance are vital in the hotel industry, extending beyond aesthetics to enhance guest experiences, establish a unique identity, maximize revenue potential, and promote sustainability and well-being. A well-executed hotel design attracts and fosters guest loyalty, ultimately elevating overall guest satisfaction [14]. However, managing the intricate designs and diverse spaces of hotel buildings poses distinct challenges in operation and maintenance, requiring meticulous planning and coordination to achieve a visually appealing and cohesive interior aligned with the hotel's brand.…”

Section: Hotel Operational Maintenance Challenges and Sustainable Int...mentioning

confidence: 99%

Conceptual framework of sustainable interior design (SID) criteria and components to hotel’s operational performance effectiveness

S.N.,

N.,

S.N.

et al. 2024

IOP Conf. Ser.: Earth Environ. Sci.

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Maintaining the hotel’s operational stage and its tangible value is significant for hotel industry as the industry relies on customer satisfaction towards the service. Since the hotel industry services are vary and complex, it is crucial to recognize the contextual characteristics and understand the surrounding environment of operations through its performance effectiveness during its operational. However, issues on the maintenance management of aesthetic performance, service hospitality and awareness on sustainable interiors products are significant concerns in the hotel’s performance in operational stage. Hence, this paper aims to develop a conceptual framework consisting of the sustainable interior design (SID) criteria and components that relates to hotel’s operational performance effectiveness. A semi-structured interview was carried out in this study involving 18 experts comprises of interior designers’, architects, and maintenance managers of green certified hotels. The data is analysed using ATLAS.ti9© qualitative software. The findings revealed that there are eight (8) sustainable interior design (SID) components consists of biophilic, energy efficiency, water consumption, health and social flexibility, environmental comfort, ergonomics, green awareness as well as sustainable site planning and management. It was found that there are 37 SID components sub-divided from the criteria which relates to the hotel’s performance effectiveness. This study is significant for the hoteliers in identifying critical elements contributed to the successful performance by integrating facilities management to the SID.

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Hotel design, guest satisfaction, and behavioural intentions

Cited by 15 publications

References 33 publications

Protective Measures Against COVID-19 and their Impact on Guest Satisfaction and Behaviour Intentions: The Case of the Hotel Industry of Serbia

Protective Measures Against COVID-19 and their Impact on Guest Satisfaction and Behaviour Intentions: The Case of the Hotel Industry of Serbia

Does Grading Standard Dimension of Hotel Rating System Predict Customer Satisfaction? Empirical Evidence from Malawi

Conceptual framework of sustainable interior design (SID) criteria and components to hotel’s operational performance effectiveness

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