Title

Hotel design's influence on guest satisfaction and behavioral intentions

Document Type

Article

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

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