The effect of hospitableness and servicescape on guest satisfaction in the hotel industry

Ariffin, Ahmad Azmi Mohd.; Nameghi, Ehsaneh Nejad Mohammad; Zakaria, Noor Izyana

doi:10.1002/cjas.1246

Cited by 60 publications

(34 citation statements)

References 56 publications

(76 reference statements)

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“…Since there is no readily available sampling frame representing the population of this study (Muslim consumers in Malaysia), a nonprobability sampling method is employed. When theoretical generalizability is the main priority over population generalizability as in the case of this study, employing nonprobability sampling is an appropriate option [66]. The respondent must be a Muslim, Malay, and Malaysian as well as can be considered as a fairly frequent travelers (staying at least twice a year in hotels).…”

Section: Methodsmentioning

confidence: 99%

Behavioral Intention Towards “Halal Hotels”: Religiosity or Ethnicity?

Ithnan

Ariffin

2020

Wseas Transactions on Business and Economics

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The primary purpose of this study is to empirically examine and compare the effects of religiosity and ethnicity in influencing behavioral intention towards halal hotels concept. Is it the religion or ethnic values that really matters in selecting an Islamic concept of hotel such as the halal hotel? This study involving 492 respondents randomly selected among travelers at the Kuala Lumpur International Airport used SEM as the main method to test the hypotheses. Underpinned by the Theory of Reasoned Action (TRA), the findings of this study revealed that religiosity (represented by the construct of religious commitment) significantly influence behavioral intention towards halal hotels via attitude while ethnicity (represented by ethnic identity) has no significant influence on intention to patronage a halal hotel. Theoretically, this present study help extends the TRA model by incorporating religiosity factor in the context of Islamic tourism. With regard to practical implications, the findings provide inputs to the hoteliers particularly in the hotel's positioning theme development as well as marketing communication strategies.

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Section: Methodsmentioning

confidence: 99%

Behavioral Intention Towards “Halal Hotels”: Religiosity or Ethnicity?

Ithnan

Ariffin

2020

Wseas Transactions on Business and Economics

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“…during interaction) in enriching their hospitality experience (Lashley, 2008;Ball & Johnson, 2000). Although, other aspects to consider include the room condition (Ahmad, Ariffin, & Ahmad, 2008), a safe and secure physical environment (Ariffin, Nameghi, & Zakaria, 2013), and trust in the host-guest relationship (Lovell, 2009).…”

Section: Host-guest Relationship and Customer Satisfactionmentioning

confidence: 99%

“…Wi-Fi are useful to show generosity in giving hospitality (Ariffin et al, 2013;Hemmington, 2007). Moreover, information on restricted entertainment channels for Muslim and family oriented customers can be an alternative offering for hospitality products (Fikri & Tibek, 2014;Shari & Mohd Arifin, 2010).…”

Section: Respondent Lmentioning

confidence: 99%

Malaysian Accommodation Providers’ Understanding of Halal Hospitality

Razak¹,

Hidayatun²

2019

The Routledge Handbook of Halal Hospitality and Islamic Tourism

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This study investigates the understanding of halal hospitality among accommodation providers in Malaysia. Halal means permissible in Arabic and the concept is a cornerstone of Islam and is used to refer to what is permissible to Muslims. The concept of hospitality adopted in this study is that of describing both the material and the technical nature of the hospitality industry services as well as the relationship between host and guest. This study addresses three research questions related to Malaysian accommodation providers' understanding of halal hospitality and their utilization of websites to inform the provision of halal hospitality. First, what is Malaysian accommodation providers' understanding of the concept of halal hospitality? Second, what are the social, technical, and commercial means by which accommodation providers provide halal hospitality? Third, how do accommodation providers communicate the social, technical and commercial dimensions of halal hospitality on their websites? Using a qualitative approach, the understanding of halal hospitality was investigated through interviews with 18 accommodation providers from four accommodation categories: hotel, budget hotel, resthouse/guesthouse/homestay/hostel and chalet. The results were analysed thematically. A content analysis of the websites of accommodation providers was used to recognize the halal hospitality attributes displayed to acknowledge halal services to customers. The keywords or terms used to identify the halal hospitality attributes displayed were based on the study conducted by Razzaq, Hall and Prayag (2016) for reasons of comparison. A total of 781 websites were identified over a period of six months for this purpose with the results then subject to statistical analysis. The qualitative results indicated that many Muslim accommodation providers understand the halal hospitality concept based on Islamic laws and regulations. However, both Muslim and non-Muslim respondents have difficulties in complying with halal hospitality requirements set by the government. The website analysis indicated that the promotion of halal attributes by accommodation providers was limited. The findings of the website analysis were somewhat surprising given the avowed focus of Malaysia as promoting itself as an international halal tourism destination. ii The findings add to existing knowledge in several ways. The study adds value to the contemporary literature on halal hospitality from the accommodation providers' perspectives. The findings helps guide accommodation providers as to what to promote in the marketing of halal hospitality to halal oriented customers. Fuller utilization of websites could be the most efficient and effective way to inform the halal hospitality service worldwide. The study further emphasizes the importance of halal suppliers in supporting the operation of halal hospitality industries. Finally, this study identified the potential research areas in relation to the topic for the future.

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“…Os resultados mais uma vez vão ao encontro de importantes estudos que buscaram medir a influência da hospitalidade na oferta de serviços, como o pioneiro Tepeci e Barttlet (2002), Teng (2011), Dawson, Abbott e Shoemaker (2011), Dawson e Abbott (2011), Ariffin e Maghzi, (2012), Ariffin (2013), Ariffin, Nameghi e Zakaria (2013). Esses trabalhos demonstraram que a hospitalidade pode ser percebida como fator crucial para a criação de uma experiência positiva para empresas de serviços, aproximando-se dos critérios adotados deste campo específico (Blain & Lashley, 2014;Tasci & Semrad, 2016).…”

Section: Análise Fatorial Confirmatóriaunclassified

A hospitalidade e a influência do atendimento na percepção de satisfação dos hóspedes em hotéis de luxo no Brasil

Crotti

Moretti

2019

Tur., Visão e Ação

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A hotelaria de luxo está relacionada à diferenciação, à ostentação e às experiências raras. No Brasil, a avaliação e a classificação hoteleira baseiam-se em dois importantes pilares: instalações e serviços. Essa combinação pode criar uma diferenciação no posicionamento de alguns hotéis. A despeito de sua importância, existe uma grande lacuna de conhecimento neste campo, evidenciada pela ausência de estudos acadêmicos, principalmente relacionando a hospitalidade e a hotelaria de luxo no Brasil. Este artigo pretendeu analisar em que medida os conceitos de hospitalidade influenciam o atendimento de hotéis de luxo e verificar se afetam a satisfação dos usuários. Os procedimentos conciliaram os pressupostos para uma pesquisa descritiva com abordagens qualitativas e quantitativas. Os dados foram coletados junto a uma amostra de 462 hóspedes de um mailing list que incluía 25 hotéis de luxo classificados pelo TripAdvisor. Os resultados obtidos por meio do software SmartPLS 3 permitiram identificar que existem relações positivas entre Hospitalidade, Atendimento Diferenciado e Satisfação, não refutando as hipóteses propostas. Reforçou-se a premissa de que o momento do encontro no setor de serviços, principalmente o hoteleiro de luxo, é o principal fator que se deve colocar atenção nesta área, constituindo-se de uma contribuição tanto para a academia quanto para o campo gerencial. Esta pesquisa pode trazer para os gestores do setor hoteleiro insumo para que se construam estratégias associadas a práticas hoteleiras que visem à satisfação de seus hóspedes de acordo com suas expectativas.

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The effect of hospitableness and servicescape on guest satisfaction in the hotel industry

Cited by 60 publications

References 56 publications

Behavioral Intention Towards “Halal Hotels”: Religiosity or Ethnicity?

Behavioral Intention Towards “Halal Hotels”: Religiosity or Ethnicity?

Malaysian Accommodation Providers’ Understanding of Halal Hospitality

A hospitalidade e a influência do atendimento na percepção de satisfação dos hóspedes em hotéis de luxo no Brasil

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