• ISSN: 2010-023X
    • Frequency: Bimonthly
    • DOI: 10.18178/IJTEF
    • Editor-in-Chief: Prof.Tung-Zong (Donald) Chang
    • Executive Editor: Ms. Cherry L. Chen
    • Abstracting/ Indexing: Engineering & Technology Digital Library, ProQuest, Crossref, Electronic Journals Library, DOAJ , EBSCO, and Ulrich's Periodicals Directory
    • E-mail: ijtef@ejournal.net
IJTEF 2012 Vol.3(5): 337-342 ISSN: 2010-023X
DOI: 10.7763/IJTEF.2012.V3.223

The Effect of Physical Environment’s Innovativeness on the Relationship between Hosting Quality and Satisfaction in Hotel Services

Ahmad Azmi M.Ariffin and Norzalita A. Aziz
Abstract—The aim of this paper is to examine the moderating effect of physical environment’s innovativeness (PEI) on the relationship between hosting quality and satisfaction in the hotel services. This preliminary study, involving 392 hotel guests in Malaysia, employed questionnaire survey as the main method of data collection. Hierarchical moderated regression analysis performed found statistical supports for the positive influence of hotel hosting quality on guest satisfaction as well as positive moderating effect of PEI.

Index Terms—Customer Satisfaction, hotel hosting quality, hotel marketing, physical environment.

Ahmad Azmi M. Ariffin and Norzalita A. Aziz are with the Graduate School of Business, National University of Malaysia, 34600 UKM Bangi, Malaysia (e-mail: aama@ukm.my; norzalitaa@ukm.my).

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Cite:Ahmad Azmi M.Ariffin and Norzalita A. Aziz, "The Effect of Physical Environment’s Innovativeness on the Relationship between Hosting Quality and Satisfaction in Hotel Services," International Journal of Trade, Economics and Finance vol.3, no.5, pp. 337-342, 2012.

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