ISSN: 2222-6990
Open access
This study aims to examine the factors influencing the cleanliness, physical facilities, and room décor of the housekeeping services and practices in hotel. This study has three research objectives, research questions, and hypotheses. The theoretical frameworks were created using theories, models, and prior research findings about variable connections. According to the findings, there is a highly positive correlation between each of the independent variables and customer satisfaction, indicating that the relationship is statistically significant. The regression analysis shows cleanliness, and physical facilities have a significant impact on customer satisfaction because their p-values are less than 0.05, which are 0.04, 0.00, and 0.00 respectively. The results indicated that the authors' hypothesized that cleanliness has a positive correlation with customer satisfaction
Al Ali, A. (2021). The impact of information sharing and quality assurance on customer service at UAE banking sector. International Journal of Technology, Innovation and Management (IJTIM), 1(1), 01-17.
Al-Gasawneh, J. A., Anuar, M. M., Dacko-Pikiewicz, Z., & Saputra, J. (2021). The impact of customer relationship management dimensions on service quality. Polish Journal of Management Studies, 23(2), 24-41.
Ali, B. J., Gardi, B., Jabbar Othman, B., Ali Ahmed, S., Burhan Ismael, N., Abdalla Hamza, P., ... & Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. Ali, BJ, Gardi, B., Othman, BJ, Ahmed, SA, Ismael, NB, Hamza, PA, Aziz, HM, Sabir, BY, Anwar, G.(2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14-28.
Alnawas, I., & Hemsley-Brown, J. (2019). Examining the key dimensions of customer experience quality in the hotel industry. Journal of Hospitality Marketing & Management, 28(7), 833-861.
Ban, H. J., & Kim, H. S. (2019). Understanding customer experience and satisfaction through airline passengers’ online review. Sustainability, 11(15), 4066.
Bi, J. W., Liu, Y., Fan, Z. P., & Zhang, J. (2020). Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry. Tourism Management, 77, 104006.
Bi, J. W., Liu, Y., Fan, Z. P., & Zhang, J. (2020). Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry. Tourism Management, 77, 104006.
Bonfanti, A., Vigolo, V., & Yfantidou, G. (2021). The impact of the Covid-19 pandemic on customer experience design: The hotel managers’ perspective. International Journal of Hospitality Management, 94, 102871.
Bueno, E. V., Weber, T. B. B., Bomfim, E. L., & Kato, H. T. (2019). Measuring customer experience in service: A systematic review. The Service Industries Journal, 39(11-12), 779-798.
Buhalis, D., Lin, M. S., & Leung, D. (2022). Metaverse as a driver for customer experience and value co-creation: implications for hospitality and tourism management and marketing. International Journal of Contemporary Hospitality Management, 35(2), 701-716.
Chang, J. R., Chen, M. Y., Chen, L. S., & Tseng, S. C. (2019). Why customers don’t revisit in tourism and hospitality industry?. IEEE Access, 7, 146588-146606.
Faraj, K. M., Faeq, D. K., Abdulla, D. F., Ali, B. J., & Sadq, Z. M. (2021). Total Quality Management And Hotel Employee Creative Performance: The Mediation Role Of Job Embeddedment. Faraj, KM, Faeq, DK, Abdulla, DF, Ali, BJ, & Sadq, ZM (2021). Total Quality Management And Hotel Employee Creative Performance: The Mediation Role Of Job Embeddedment. Journal of Contemporary Issues in Business and Government, 27(1), 3838-3855.
Foris, D., Crihalmean, N., & Foris, T. (2020). Exploring the environmental practices in hospitality through booking websites and online tourist reviews. Sustainability, 12(24), 10282.
Giousmpasoglou, C., Marinakou, E., & Zopiatis, A. (2021). Hospitality managers in turbulent times: the COVID-19 crisis. International Journal of Contemporary Hospitality Management, 33(4), 1297-1318.
Godovykh, M., & Tasci, A. D. (2020). Customer experience in tourism: A review of definitions, components, and measurements. Tourism Management Perspectives, 35, 100694.
Huang, Y. C., Chang, L. L., Yu, C. P., & Chen, J. (2019). Examining an extended technology acceptance model with experience construct on hotel consumers’ adoption of mobile applications. Journal of Hospitality Marketing & Management, 28(8), 957-980.
Jiang, Y., & Wen, J. (2020). Effects of COVID-19 on hotel marketing and management: a perspective article. International journal of contemporary hospitality management, 32(8), 2563-2573.
Jiménez-Barreto, J., Loureiro, S., Braun, E., Sthapit, E., & Zenker, S. (2021). Use numbers not words! Communicating hotels’ cleaning programs for COVID-19 from the brand perspective. International Journal of Hospitality Management, 94, 102872.
Kalra, D., Ghazal, T. M., & Afifi, M. A. (2020). Integration of collaboration systems in hospitality management as a comprehensive solution. International Journal of Advanced Science and Technology, 29(8s), 3155-3173.
Kang, H. J. A., Kim, W. G., Choi, H. M., & Li, Y. (2020). How to fuel employees’ prosocial behavior in the hotel service encounter. International Journal of Hospitality Management, 84, 102333.
Kim, J. J., & Han, H. (2020). Hotel of the future: exploring the attributes of a smart hotel adopting a mixed-methods approach. Journal of Travel & Tourism Marketing, 37(7), 804-822.
Kim, J. J., & Han, H. (2022). Saving the hotel industry: Strategic response to the COVID-19 pandemic, hotel selection analysis, and customer retention. International Journal of Hospitality Management, 102, 103163.
Kim, Y. J., & Kim, H. S. (2022). The impact of hotel customer experience on customer satisfaction through online reviews. Sustainability, 14(2), 848.
Latif, K. F., Pérez, A., & Sahibzada, U. F. (2020). Corporate social responsibility (CSR) and customer loyalty in the hotel industry: A cross-country study. International Journal of Hospitality Management, 89, 102565.
Lau, A. (2020). New technologies used in COVID-19 for business survival: Insights from the Hotel Sector in China. Information Technology & Tourism, 22(4), 497-504.
Li, H., Xie, K. L., & Zhang, Z. (2020). The effects of consumer experience and disconfirmation on the timing of online review: Field evidence from the restaurant business. International Journal of Hospitality Management, 84, 102344.
Manthiou, A., Hickman, E., & Klaus, P. (2020). Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research. Journal of Retailing and Consumer Services, 57, 102218.
Myo, Y. N., Khalifa, G. S., & Aye, T. T. (2019). The impact of service quality on customer loyalty of Myanmar hospitality industry: the mediating role of customer satisfaction. International Journal of Management and Human Science, 3(3), 1-11.
Naumov, N. (2019). The impact of robots, artificial intelligence, and service automation on service quality and service experience in hospitality. In Robots, artificial intelligence, and service automation in travel, tourism and hospitality (pp. 123-133). emerald publishing limited.
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414.
Olimovich, D. I., Bakhtiyorovich, T. M., & Salimovna, N. G. (2020). Improving of personnel training in hotel bussines. Academy, (2 (53)), 18-19.
Pappas, N. (2019). The complexity of consumer experience formulation in the sharing economy. International Journal of Hospitality Management, 77, 415-424.
Pillai, S. G., Haldorai, K., Seo, W. S., & Kim, W. G. (2021). COVID-19 and hospitality 5.0: Redefining hospitality operations. International Journal of Hospitality Management, 94, 102869.
Prentice, C., Dominique Lopes, S., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756.
Priyo, J. S., Mohamad, B., & Adetunji, R. R. (2019). An examination of the effects of service quality and customer satisfaction on customer loyalty in the hotel industry. International Journal of Supply Chain Management, 8(1), 653-663.
Qiu, S., Alizadeh, A., Dooley, L. M., & Zhang, R. (2019). The effects of authentic leadership on trust in leaders, organizational citizenship behavior, and service quality in the Chinese hospitality industry. Journal of Hospitality and Tourism Management, 40, 77-87.
Rahimian, S., ShamiZanjani, M., Manian, A., & Esfiddani, M. R. (2020). Developing a customer experience management framework in hoteling industry: A systematic review of theoretical foundations. Journal of Business Management, 12(3), 523-547.
Rather, R. A. (2020). Customer experience and engagement in tourism destinations: The experiential marketing perspective. Journal of Travel & Tourism Marketing, 37(1), 15-32.
Rather, R. A., Tehseen, S., Itoo, M. H., & Parrey, S. H. (2021). Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector. In Consumer Behaviour in Hospitality and Tourism (pp. 44-65). Routledge.
Reis, J., Melão, N., Salvadorinho, J., Soares, B., & Rosete, A. (2020). Service robots in the hospitality industry: The case of Henn-na hotel, Japan. Technology in Society, 63, 101423.
Rosete, A., Soares, B., Salvadorinho, J., Reis, J., & Amorim, M. (2020). Service robots in the hospitality industry: An exploratory literature review. In Exploring Service Science: 10th International Conference, IESS 2020, Porto, Portugal, February 5–7, 2020, Proceedings 10 (pp. 174-186). Springer International Publishing.
Sanchez-Casado, N., Artal-Tur, A., & Tomaseti-Solano, E. (2019). Social Media, Customers' Experience, and Hotel Loyalty Programs. Tourism Analysis, 24(1), 27-41.
Sann, R., Lai, P. C., & Liaw, S. Y. (2020). Online complaining behavior: Does cultural background and hotel class matter?. Journal of Hospitality and Tourism Management, 43, 80-90.
Shamsudin, M. F. M. F., Esa, S. A. S. A., & Ali, A. M. A. M. (2019). Determinants of customer loyalty towards the hotel industry in Malaysia. International Journal of Innovation, Creativity and Change, 6(9), 21-29.
Teng, H. Y. (2019). Job crafting and customer service behaviors in the hospitality industry: Mediating effect of job passion. International Journal of Hospitality Management, 81, 34-42.
Witell, L., Kowalkowski, C., Perks, H., Raddats, C., Schwabe, M., Benedettini, O., & Burton, J. (2020). Characterizing customer experience management in business markets. Journal of Business Research, 116, 420-430.
Wu, S. H., & Gao, Y. (2019). Understanding emotional customer experience and co-creation behaviours in luxury hotels. International Journal of Contemporary Hospitality Management, 31(11), 4247-4275.
Zarezadeh, Z. Z., Rastegar, R., & Xiang, Z. (2022). Big data analytics and hotel guest experience: a critical analysis of the literature. International Journal of Contemporary Hospitality Management, 34(6), 2320-2336.
Zhu, J. N., Lam, L. W., & Lai, J. Y. (2019). Returning good for evil: A study of customer incivility and extra-role customer service. International Journal of Hospitality Management, 81, 65-72.
Ahmad, A. Bin. (2024). Factors Influencing Housekeeping Services and Practices on Customer Satisfaction. International Journal of Academic Research in Business and Social Sciences, 14(9), 2543–2554.
Copyright: © 2024 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode