Ahmad Azmi M.Ariffin
Universiti Kebangsaan Malaysia
Atefeh Maghzi
University of Newcastle
Jason Lam Mun Soon
Multimedia University
Syed Shah Alam
Universiti Kebangsaan Malaysia
EXPLORING THE RELATIONSHIP BETWEEN HOSTEL SERVICE QUALITY AND GUESTS’ SATISFACTION: A COMPARISON BETWEEN YOUNGER AND OLDER GUESTS
The aim of this study is to expound the influences of the five dimensions of hotel hospitality or HotHos as proposed by Ariffin & Maghzi (2012) on guest satisfaction in the context of luxury hotel experiences. This preliminary study involved the participation of 101 hotel guests from Malaysia and overseas and covered the five dimensions of hospitality, which are personalization, warm welcoming, special relationship, straight from the heart and comfort. The findings indicate that out of the five dimensions, only three dimensions, namely personalization, comfort and straight from the heart; predict guest satisfaction in a luxury hotel setting. The findings help luxury hotel managers to better understand how to increase their guest satisfaction within the context of hospitality.
Keywords: Commercial Hospitality, Hotel Marketing, Guest Satisfaction, Personalization
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