Journal Screenshot

International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

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

Sabrina Tarmudi, Norsiah Jaharuddin

http://dx.doi.org/10.6007/IJARBSS/v11-i9/11074

Open access

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.

Aksoy, L. (2013). How do you measure what you can’t define?: The current state of loyalty measurement and management. Journal of Service Management, 24(4), 356–381. https://doi.org/10.1108/JOSM-01-2013-0018
Al Halbusi, H., Estevez, P. J., Eleen, T., Ramayah, T., & Uzir, H. M. U. (2020). The roles of the physical environment, social servicescape, co-created value, and customer satisfaction in determining tourists’ citizenship behavior: Malaysian cultural and creative industries. Sustainability (Switzerland), 12(8), 1–23.
https://doi.org/10.3390/SU12083229
Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Sorguli, S., & Anwar, G. (2021). Impact of Service Quality on Customer Satisfaction in Hotel Industry. IJEBM International Journal of Engeneering, Business and Management, 5(3), 15–30. https://doi.org/10.9790/0837-1853944
Ali, F., & Amin, M. (2014). The influence of physical environment on emotions, customer satisfaction and behavioural intentions in Chinese resort hotel industry. Journal for Global Business Advancement, 7(3), 249–266.
https://doi.org/10.1504/JGBA.2014.064109
Artu?er, S. (2020). The effect of servicescape in hotels on customer satisfaction: Evidence from resort hotels. Turizam, 24(3), 113–124. https://doi.org/10.5937/turizam24-25540
Awan, M. I., Shamim, A., & Ahn, J. (2020). Implementing ‘cleanliness is half of faith’ in re-designing tourists, experiences and salvaging the hotel industry in Malaysia during COVID-19 pandemic. Journal of Islamic Marketing, 1–15. https://doi.org/10.1108/JIMA-08-2020-0229
Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57. https://doi.org/10.2307/1252042
Boo, S., & Park, E. (2019). Locals’ experiences of hotel special event packages and their purchase intention of hotel room nights. Event Management, 23(3), 287–301. https://doi.org/10.3727/152599518X15403853721439
Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2019). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences, 11(2), 187–203. https://doi.org/10.1108/IJQSS-09-2017-0081
Countryman, C. C., & Jang, S. (2006). The effects of atmospheric elements on customer impression: The case of hotel lobbies. International Journal of Contemporary Hospitality Management, 18(7), 534–545. https://doi.org/10.1108/09596110610702968
Ezeh, P. C., Okeke, T. C., & Nkamnebe, A. D. (2021). Moderating role of religion in the relationship between SERVQUAL dimensions and hotel guest satisfaction. Journal of Islamic Marketing, ahead-of-p(ahead-of-print). https://doi.org/10.1108/jima-09-2020-0271
Fran?k, M., Šefara, D., Petružálek, J., Cabal, J., & Myška, K. (2018). Differences in eye movements while viewing images with various levels of restorativeness. Journal of Environmental Psychology, 57, 10–16. https://doi.org/10.1016/j.jenvp.2018.05.001
Gopalakrishna, S., Haldorai, K., Seok, W., & Gon, W. (2021). International Journal of Hospitality Management COVID-19 and hospitality 5 . 0?: Redefining hospitality operations. International Journal of Hospitality Management, 94(June 2020), 102869.
https://doi.org/10.1016/j.ijhm.2021.102869
Hanafi, Widyawati, R., & Widowati, A. S. (2021). Effect of service quality and online servicescape toward customer satisfaction and loyalty mediated by perceived value. IOP Conference Series: Earth and Environmental Science, 704(1).
https://doi.org/10.1088/1755-
1315/704/1/012011
Hanks, L., & Line, N. D. (2018). The restaurant social servicescape: Establishing a nomological framework. International Journal of Hospitality Management, 74(March), 13–21.
https://doi.org/10.1016/j.ijhm.2018.01.022
Hulland, J., Chow, Y. H., & Lam, S. (1996). Use of causal models in marketing research: A review. International Journal of Research in Marketing, 13(2), 181–197.
https://doi.org/10.1016/0167-8116(96)00002-X
Leenders, M. A. A. M., Smidts, A., & Haji, A. El. (2019). Ambient scent as a mood inducer in supermarkets: The role of scent intensity and time-pressure of shoppers. Journal of Retailing and Consumer Services, 48, 270–280.
https://doi.org/10.1016/j.jretconser.2016.05.007
Line, N. D., & Hanks, L. (2020). A holistic model of the servicescape in fast casual dining. International Journal of Contemporary Hospitality Management, 32(1), 288–306. https://doi.org/10.1108/IJCHM-04-2019-0360
Mehrabian, A., & Russell, J. A. (1974). The basic emotional impact of environments. Perceptual and Motor Skills, 38(1), 283–301. https://doi.org/10.2466/pms.1974.38.1.283
Morkunas, M., & Rudiene, E. (2020). The impact of social servicescape factors on customers’ satisfaction and repurchase intentions in mid-range restaurants in Baltic states. Journal of Open Innovation: Technology, Market, and Complexity, 6(3).
https://doi.org/10.3390/JOITMC6030077
Morrison, M., Gan, S., Dubelaar, C., & Oppewal, H. (2011). In-store music and aroma influences on shopper behavior and satisfaction. Journal of Business Research, 64(6), 558–564. https://doi.org/10.1016/j.jbusres.2010.06.006
Naqshbandi Muzamil, M., & Munir, R. S. (2011). Atmospheric elements and personality: Impact on hotel lobby impressions. World Applied Sciences Journal, 15(6), 785–792. https://doi.org/10.2139/ssrn.2361143
Putri, A. (2012). . ACADEMIA, 6(3–3), 1–10.
Ramlee, N., & Said, I. (2014). Review on Atmospheric Effects of Commercial Environment. Procedia - Social and Behavioral Sciences, 153, 426–435.
https://doi.org/10.1016/j.sbspro.2014.10.076
Ryu, K., & Han, H. (2010). Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price. Journal of Hospitality and Tourism Research, 34(3), 310–329. https://doi.org/10.1177/1096348009350624
Sekaran, U., & Bougie, R. (2016). Research Method For Business. Encyclopedia of Quality of Life and Well-Being Research, 3336–3336.
Serra-Cantallops, A., Cardona, R. J., & Salvi, F. (2020). Antecedents of positive eWOM in hotels. Exploring the relative role of satisfaction, quality and positive emotional experiences. International Journal of Contemporary Hospitality Management, 32(11), 3457–3477. https://doi.org/10.1108/IJCHM-02-2020-0113
Siu, N. Y. M., Wan, P. Y. K., & Dong, P. (2012). The impact of the servicescape on the desire to stay in convention and exhibition centers: The case of Macao. International Journal of Hospitality Management, 31(1), 236–246. https://doi.org/10.1016/j.ijhm.2011.06.011
Whitlark, D. B., Geurts, M. D., & J, S. M. (1993). New Product Forecasting With a Purchase Intention Survey (p. 18).
Zemke, D. M., Zhong, Y. Y., & Raab, C. (2019). A building’s design quality: measuring the esoteric. Property Management, 37(1), 97–114. https://doi.org/10.1108/PM-12-2017-0068

In-Text Citation: (Tarmudi & Jaharuddin, 2021)
To Cite this Article: Tarmudi, S., & Jaharuddin, N. (2021). Servicescape, Guest Satisfaction, and Intention to Book a Hotel Room. International Journal of Academic Research in Business and Social Sciences, 11(9), 852–862.