The effect of hotel ambience on the formation of overall image, satisfaction and loyalty intention

Gorby Simangunsong, Sri Rahayu Hijrah Hati, Anya Safira

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

This study aims to explore the influence of hotel ambience on the formation of the overall image, customer satisfaction and customer loyalty intention. The data were collected using onsite surveys done in three 5-star hotels in Jakarta using self administered questionnaires to 156 hotel guests. The result shows that four out of the five ambient-condition variables (temperature, odor/aroma, music, and sound level) had significant roles as a stimulus of customers' overall image, while there are only two out of five ambient-condition variables (music and sound level) that have significant impact on customer satisfaction. Customer satisfactions itself has a positive and significant influence on loyalty intentions. The study implies that hotel management should maintain their hotel ambience as it significantly influences the image of the hotel and customer satisfaction and loyalty.

Original languageEnglish
Title of host publicationProceedings of the 31st International Business Information Management Association Conference, IBIMA 2018
Subtitle of host publicationInnovation Management and Education Excellence through Vision 2020
EditorsKhalid S. Soliman
PublisherInternational Business Information Management Association, IBIMA
Pages5975-5989
Number of pages15
ISBN (Electronic)9780999855102
Publication statusPublished - 1 Jan 2018
Event31st International Business Information Management Association Conference: Innovation Management and Education Excellence through Vision 2020, IBIMA 2018 - Milan, Italy
Duration: 25 Apr 201826 Apr 2018

Publication series

NameProceedings of the 31st International Business Information Management Association Conference, IBIMA 2018: Innovation Management and Education Excellence through Vision 2020

Conference

Conference31st International Business Information Management Association Conference: Innovation Management and Education Excellence through Vision 2020, IBIMA 2018
Country/TerritoryItaly
CityMilan
Period25/04/1826/04/18

Keywords

  • Hotel ambience
  • Loyalty
  • Overall image
  • Satisfaction

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