—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.
—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: email@example.com; firstname.lastname@example.org).
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.