@inproceedings{7703fd54c3584ad1baa9aef9c5893f4e,
title = "The effect of hotel ambience on the formation of overall image, satisfaction and loyalty intention",
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.",
keywords = "Hotel ambience, Loyalty, Overall image, Satisfaction",
author = "Gorby Simangunsong and Hati, {Sri Rahayu Hijrah} and Anya Safira",
note = "Publisher Copyright: {\textcopyright} 2018 Elsevier Ltd. All rights reserved.; 31st International Business Information Management Association Conference: Innovation Management and Education Excellence through Vision 2020, IBIMA 2018 ; Conference date: 25-04-2018 Through 26-04-2018",
year = "2018",
language = "English",
series = "Proceedings of the 31st International Business Information Management Association Conference, IBIMA 2018: Innovation Management and Education Excellence through Vision 2020",
publisher = "International Business Information Management Association, IBIMA",
pages = "5975--5989",
editor = "Soliman, {Khalid S.}",
booktitle = "Proceedings of the 31st International Business Information Management Association Conference, IBIMA 2018",
}