Exploring the Influence of Hospitality on Guest Satisfaction in Luxury Hotel Services

Authors

  • Ahmad Azmi M. Ariffin UKM-Graduate School of Business Universiti Kebangsaan Malaysia
  • Atefeh Maghzi Newcastle Business School University of Newcastle
  • Jason Lam Mun Soon Faculty of Business Multimedia University
  • Syed Shah Alam Faculty of Economics and Management Universiti Kebangsaan Malaysia

Keywords:

Commercial Hospitality, Hotel Marketing, Guest Satisfaction, Personalization

Abstract

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.

Author Biographies

Ahmad Azmi M. Ariffin, UKM-Graduate School of Business Universiti Kebangsaan Malaysia

Dr Ahmad Azmi M.Ariffin is an Associate Professor of Marketing at UKM-Graduate School of Business, Universiti Kebangsaan Malaysia (UKM). His research interests are in the areas of tourism and hospitality services, as well as tourist behaviour.

Atefeh Maghzi, Newcastle Business School University of Newcastle

Ms Atefeh Maghzi is a doctoral student at Newcastle Business School, University of Newcastle with research interests in strategic management and marketing environment.

Jason Lam Mun Soon, Faculty of Business Multimedia University

Dr Jason Lam Mun Soon is lecturer at Faculty of Business, Multimedia University with research interests in edutourism marketing and services marketing.

Syed Shah Alam, Faculty of Economics and Management Universiti Kebangsaan Malaysia

Dr Syed Shah Alam is an Associate Professor of Marketing at Faculty of Economics and Management, Universiti Kebangsaan Malaysia (UKM). His research interests are in the areas of internet marketing and consumer behaviour.

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Published

2018-03-19

How to Cite

Ariffin, A. A. M., Maghzi, A., Soon, J. L. M. and Alam, S. S. (2018) “Exploring the Influence of Hospitality on Guest Satisfaction in Luxury Hotel Services”, e-Review of Tourism Research, 15(1). Available at: https://ertr-ojs-tamu.tdl.org/ertr/index.php/ertr/article/view/161 (Accessed: 5December2021).

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Articles