Hotel design's influence on guest satisfaction and behavioral intentions

Authors

Dina M. Zemke, University of Nevada, Las VegasFollow
Yang-Su Chen, University of Nevada, Las VegasFollow
Carola Raab, University of Nevada, Las VegasFollow
Yun Y. Zhong, California State University, Long BeachFollow

Document Type

Article

Publication Date

5-18-2017

Publication Title

Anatolia: An International Journal of Tourism and Hospitality Research

Volume

28

Issue

3

First page number:

338

Last page number:

350

Abstract

This study presents a method to measure hotel design quality and its relationships with guest satisfaction and with behavioral intentions. Hotel design quality is measured using the Design Quality Indicator (DQI). A partial least squares analysis reveals that the DQI predicts guest satisfaction with both statistical and practical significance. In addition, satisfaction is shown to predict guest behavioral intentions. This study extends theory by providing a means of measuring beliefs about a service environment’s design and provides practical implications by developing a means of measuring guest satisfaction with a hotel’s design

Repository Citation

Zemke, D. M., Chen, Y., Raab, C., Zhong, Y. Y. (2017). Hotel design's influence on guest satisfaction and behavioral intentions. Anatolia: An International Journal of Tourism and Hospitality Research, 28(3), 338-350.
http://dx.doi.org/10.1080/13032917.2017.1319868