Determinants of customer experience for luxury hotels in Malaysia
To meet the needs of an increasing number of people who want to take advantage of technology, the lodging industry has begun to offer a diverse range of customer experiences. Scholars have paid more attention to how customers feel about their hotel stays, which is not new. Through a PLS-SEM analysis...
Saved in:
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | en |
| Published: |
Human Resource Management Academic Research Society
2022
|
| Subjects: | |
| Online Access: | https://eprints.ums.edu.my/id/eprint/35547/1/FULL%20TEXT.pdf https://eprints.ums.edu.my/id/eprint/35547/ http://dx.doi.org/10.6007/IJARBSS/v12-i11/15175 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1834436311680811008 |
|---|---|
| author | Raini Anne Laipan Mazalan Mifli Oscar Dousin Bamini KPD Balakrishnan |
| author_facet | Raini Anne Laipan Mazalan Mifli Oscar Dousin Bamini KPD Balakrishnan |
| author_sort | Raini Anne Laipan |
| building | UMS Library |
| collection | Institutional Repository |
| content_provider | Universiti Malaysia Sabah |
| content_source | UMS Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | To meet the needs of an increasing number of people who want to take advantage of technology, the lodging industry has begun to offer a diverse range of customer experiences. Scholars have paid more attention to how customers feel about their hotel stays, which is not new. Through a PLS-SEM analysis, this paper shows the results of a survey that asked customers of four- and five-star hotels how they felt about the actions hotels took to improve their service quality. The study gives practitioner information about the most of factor service quality to influence the customer experience. The main goals are to find out the "service quality hotel" quality (Interaction quality, physical environment quality and outcome quality) practises and to see if there is a link on how customers feel about their stay. The results of this study supported the research hypotheses. Study showed that customers experience is most effected by the quality of interactions, followed by the physical environment’s quality, and outcomes quality at hotels, which provides them a significant experience of hedonic, economic, social and altruistic values. Implications, limitations, and possible directions for future research are also given. |
| format | Article |
| id | my.ums.eprints-35547 |
| institution | Universiti Malaysia Sabah |
| language | en |
| publishDate | 2022 |
| publisher | Human Resource Management Academic Research Society |
| record_format | eprints |
| spelling | my.ums.eprints-355472025-05-22T03:14:17Z https://eprints.ums.edu.my/id/eprint/35547/ Determinants of customer experience for luxury hotels in Malaysia Raini Anne Laipan Mazalan Mifli Oscar Dousin Bamini KPD Balakrishnan HF5410-5417.5 Marketing. Distribution of products TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service To meet the needs of an increasing number of people who want to take advantage of technology, the lodging industry has begun to offer a diverse range of customer experiences. Scholars have paid more attention to how customers feel about their hotel stays, which is not new. Through a PLS-SEM analysis, this paper shows the results of a survey that asked customers of four- and five-star hotels how they felt about the actions hotels took to improve their service quality. The study gives practitioner information about the most of factor service quality to influence the customer experience. The main goals are to find out the "service quality hotel" quality (Interaction quality, physical environment quality and outcome quality) practises and to see if there is a link on how customers feel about their stay. The results of this study supported the research hypotheses. Study showed that customers experience is most effected by the quality of interactions, followed by the physical environment’s quality, and outcomes quality at hotels, which provides them a significant experience of hedonic, economic, social and altruistic values. Implications, limitations, and possible directions for future research are also given. Human Resource Management Academic Research Society 2022-11-05 Article NonPeerReviewed text en https://eprints.ums.edu.my/id/eprint/35547/1/FULL%20TEXT.pdf Raini Anne Laipan and Mazalan Mifli and Oscar Dousin and Bamini KPD Balakrishnan (2022) Determinants of customer experience for luxury hotels in Malaysia. International Journal of Academic Research in Business and Social Sciences, 12 (11). pp. 289-303. http://dx.doi.org/10.6007/IJARBSS/v12-i11/15175 |
| spellingShingle | HF5410-5417.5 Marketing. Distribution of products TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service Raini Anne Laipan Mazalan Mifli Oscar Dousin Bamini KPD Balakrishnan Determinants of customer experience for luxury hotels in Malaysia |
| title | Determinants of customer experience for luxury hotels in Malaysia |
| title_full | Determinants of customer experience for luxury hotels in Malaysia |
| title_fullStr | Determinants of customer experience for luxury hotels in Malaysia |
| title_full_unstemmed | Determinants of customer experience for luxury hotels in Malaysia |
| title_short | Determinants of customer experience for luxury hotels in Malaysia |
| title_sort | determinants of customer experience for luxury hotels in malaysia |
| topic | HF5410-5417.5 Marketing. Distribution of products TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service |
| url | https://eprints.ums.edu.my/id/eprint/35547/1/FULL%20TEXT.pdf https://eprints.ums.edu.my/id/eprint/35547/ http://dx.doi.org/10.6007/IJARBSS/v12-i11/15175 |
| url_provider | http://eprints.ums.edu.my/ |