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

S Tarmudi · Norsiah Jaharuddin

5 citations0/0 files storedInternational Journal of Academic Research in Business and Social Sciences

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Consumer Retail Behavior Studies Diverse Aspects of Tourism Research Customer Service Quality and Loyalty

Abstract

Servicescape role in the service industry is increasingly important and getting attention in the hospitality research, however less attention has been given specifically on physical servicescape and guest satisfaction towards the intention to book a hotel room. The purpose of this research is to study the operationalize construct of physical servicescape. Drawing on Stimulus-Organism-Response (SOR) theory, this study aims to examine the relationship between physical servicescape and guest satisfaction towards the intention to book a hotel room behavior. A quantitative study by distributing questionnaires to hotel guest who experienced the physical servicescape at the hotel will be employed. Analysis of the data collected by using Structural Equation Modeling (SEM) will be used to test the hypothesized relationships among variables. In addition, it is hoped that this study will sheds new lights on the relationship between physical servicescape and guest satisfaction towards intention to book. The theoretical and practical implications will be discussed.

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References

2009Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price 1974The Basic Emotional Impact of Environments 2010In-store music and aroma influences on shopper behavior and satisfaction 2020Antecedents of positive eWOM in hotels. Exploring the relative role of satisfaction, quality and positive emotional experiences 2016Ambient scent as a mood inducer in supermarkets: The role of scent intensity and time-pressure of shoppers 2013How do you measure what you can't define?2013Impact of Service Quality on Customer Satisfaction in Hotel Industry 2020The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

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