Servicescape, Guest Satisfaction, and Intention to Book a Hotel Room

Tarmudi, Sabrina; Jaharuddin, Norsiah

doi:10.6007/ijarbss/v11-i9/11074

Cited by 2 publications

(4 citation statements)

References 26 publications

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“…The results of the study reported a statistically significant positive relationship between physical servicescape and satisfaction. The significant positive relationship of physical servicescape and satisfaction is in agreement with previous studies [2,[44][45][46]. From the results it is clearly inferred that the aspects of hotel's physical servicescape like decoration, ambience, layout of the furniture and room design has a positive effect on Saudi consumer's satisfaction.…”

Section: Discussionsupporting

confidence: 90%

“…Alfakhri et al [44] in their study reported a positive relationship between physical servicescape of hotels and consumer satisfaction. Tarmudi and Jaharuddin [45] in a study conducted in Malaysia found that mere aesthetic look of the hotel lobbies of the physical servicescape starts as a starting point for consumer satisfaction. Tarmudi and Jaharuddin [45] reported positive relationship between physical servicescape and satisfaction.…”

Section: Servicescape and Satisfactionmentioning

confidence: 99%

“…Tarmudi and Jaharuddin [45] in a study conducted in Malaysia found that mere aesthetic look of the hotel lobbies of the physical servicescape starts as a starting point for consumer satisfaction. Tarmudi and Jaharuddin [45] reported positive relationship between physical servicescape and satisfaction. Peng et al [46] in a study conducted in Macau China on hotels and resorts found significant positive relationship of physical servicescape like décor, layout, room design with satisfaction.…”

Section: Servicescape and Satisfactionmentioning

confidence: 99%

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Role of Hotel Servicescape in Satisfaction and Revisit Intention of Consumers: Familiarity as a Moderator

Balroo

2023

JEMT

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Globally the hospitality industry is seen immensely growing because of opening up of tourism in countries worldwide. One such growth of hospitality industry is specifically being witnessed in a middle eastern country namely Saudi Arabia. The expansion of leisure and religious tourism for diversifying the oil-based economy under the kingdom’s vision 2030 is rapidly fueling growth of hotels in Saudi Arabia. However, very little is known about what aspects of these hotels lead to consumer satisfaction and revisit intentions. Moreover, modern internet hotel booking technologies by providing 360-degree images, videos of hotels and hotel rooms are helping consumers to get well familiar with the hotels aforehand their visits. Very little is also known about the effects of this aforehand familiarity of consumers on the relationship of satisfaction with revisit intention. In marketing terminology, the place where the interaction between consumers and hotel service provider takes place is called hotel servicescape. The hotel servicescape has two important aspects namely physical and social. This study examines how these two aspects of hotel servicescape leads to consumer satisfaction and revisit intentions. The study also examines the moderating role of familiarity on the relationship of satisfaction with revisit intention. The study sample comprised of 390 frequent stayers in hotels of Saudi Arabia. The study sample was collected using snowball sampling method. All of the hypothesized relationships of the study were examined rigorously and simultaneously using structural equation modeling technique. The results of the study revealed that both physical and social aspects of hotel’s servicescape shared significant positive relationships with satisfaction. Significant positive relationship was also reported between satisfaction and revisit intention. Familiarity significantly moderated the relationship between satisfaction and revisit intention in this study. The study provided new findings on the role played by familiarity in strengthening the relationship between satisfaction and revisit intention. Some marketing implications, limitations and future research directions are also discussed in the study.

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Section: Discussionsupporting

confidence: 90%

Section: Servicescape and Satisfactionmentioning

confidence: 99%

Section: Servicescape and Satisfactionmentioning

confidence: 99%

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Role of Hotel Servicescape in Satisfaction and Revisit Intention of Consumers: Familiarity as a Moderator

Balroo

2023

JEMT

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“…Attitude is a positive, neutral or negative learning disposition of customers which is often the result of past evaluative experiences, with respect to good services, companies, or brands that consumers consider in consuming a product. But on the other hand, there DOI 10.18502/kss.v8i12.13706 TSBEC has not been an exact relationship between satisfaction and customer preferences for repurchasing related to the quality of services provided [18,19].…”

Section: Quality Of Service On the Intention To Revisitmentioning

confidence: 99%

Optimizing Service Dominant Logic in Enhancing the Tourist Revisit Intention

Ambarwati

Abdinagoro

et al. 2023

KSS

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The pandemic era has changed the way people live their lives. The influence of digitalization exposure to people’s activities affects their willingness in spending their free time. The desire to travel makes people choose tourist destinations that can meet the service criteria they set. This study aims to take advantage of service dominant logic on the tourist revisit intention because tourist destination providers have focused on drawing strategies to increase the number of tourists so that the company stays afloat or even excel. Arguments based on the literatures were presented. The result shows that the current strategies used by tourism destination providers might not be effective and relevant anymore as the tourists in industry 4.0 are not affected by digital marketing through websites and social media. Instead, the tourist revisit intention is highly influenced by the service given that are driven by the service quality and Servicescape. This study implies that the future marketing strategies should be focused on services delivered at tourist destinations. Keywords: service dominant logic, revisit intention, service quality, servicescape

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Servicescape, Guest Satisfaction, and Intention to Book a Hotel Room

Cited by 2 publications

References 26 publications

Role of Hotel Servicescape in Satisfaction and Revisit Intention of Consumers: Familiarity as a Moderator

Role of Hotel Servicescape in Satisfaction and Revisit Intention of Consumers: Familiarity as a Moderator

Optimizing Service Dominant Logic in Enhancing the Tourist Revisit Intention

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