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2010
- ISSN: 2010-023X (Print)
- Abbreviated Title: Int. J. Trade, Economics and Financ.
- Frequency: Quaterly
- DOI: 10.18178/IJTEF
- Editor-in-Chief: Prof.Tung-Zong (Donald) Chang
- Managing Editor: Ms. Inez. Chan
Article Processing Charge (APC): 500 USD
E-mail: ijtef.editorial.office@gmail.com
IJTEF 2012 Vol.3(5): 337-342 ISSN: 2010-023X
DOI: 10.7763/IJTEF.2012.V3.223
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).
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).
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.