The Relationships between National Identity, Hospitality, and Satisfaction among Foreign Hotel Guests

Ahmad Azmi Mohd. Ariffin, Ehsaneh Nejad Mohammad Nameghi, Yee Kar Soon

Research output: Contribution to journalArticle

4 Citations (Scopus)

Abstract

ABSTRACT: The main objectives of this paper are to examine the effect of hotel hospitality on the satisfaction level of foreign guests in the context of the hotel industry, as well as to explore the moderating effect of national identity (country-specific hospitality) on the relationship between hospitality and guests’ level of satisfaction. In this study, “national identity” refers to the distinctive cultural elements of a specific country that are incorporated into the hotel’s service design. This study, involving 315 foreign guests at Malaysian hotels, used survey administration as the main data collection method. Hierarchical moderated regression analysis was performed and statistical support for the effect of hospitality on the patrons’ satisfaction with their hotel stays, as well as the moderating effect of national identity on satisfaction levels, were found. This study also proposes a new scale to measure “country-specific hospitality”.

Original languageEnglish
Pages (from-to)778-793
Number of pages16
JournalJournal of Travel and Tourism Marketing
Volume32
Issue number6
DOIs
Publication statusPublished - 18 Aug 2015

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national identity
regression analysis
effect
Hotels
National identity
Hospitality
Moderating effect

Keywords

  • country-specific hospitality
  • customer satisfaction
  • Hospitality
  • hotel marketing
  • national identity

ASJC Scopus subject areas

  • Marketing
  • Tourism, Leisure and Hospitality Management

Cite this

The Relationships between National Identity, Hospitality, and Satisfaction among Foreign Hotel Guests. / Mohd. Ariffin, Ahmad Azmi; Nameghi, Ehsaneh Nejad Mohammad; Soon, Yee Kar.

In: Journal of Travel and Tourism Marketing, Vol. 32, No. 6, 18.08.2015, p. 778-793.

Research output: Contribution to journalArticle

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