Perceived Value Dimensions and Guest Satisfaction: An Analysis of Functional, Social and Emotional Values in Five-Star Hotel Organizations
Abstract
Customer satisfaction is one of the most essential measurements that indicates how well a company’s goods or services live up to the expectations of its clients. In the hotel industry, the level of customer satisfaction is represented by guest satisfaction. This study aims to explore factors that influence guest satisfaction in hotel organizations. Specifically, the study aims to examine the influence of perceived value dimensions, which are functional value, social value, and emotional value, on hotel guests’ satisfaction. A quantitative study approach has been adopted through online survey questionnaires involving 370 respondents who have prior experience staying in five-star hotel organizations. Data have been gathered and analyzed using a reliability test, descriptive statistics, correlation, and multiple regression analyses with the assistance of the IBM SPSS software. The data have indicated that the perceived value dimensions have a significant effect on the hotel guests’ satisfaction. The findings have revealed that social value and emotional value positively influence the hotel guests’ satisfaction with social value being the most significant factor. These results underscore the importance of the perceived value dimensions as the measurement of the hotel guests’ satisfaction. The study contributes to the limited number of studies that focus on the trend and antecedents of customer satisfaction in the hotel industry. Besides, it also serves as a foundation, inspiring future researchers to explore more on other factors that may shape guest satisfaction and how it contributes towards customer retention in hotel organizations.
Downloads
References
Amin, M., Rezaei, S., & Abolghasemi, M. (2014). User Satisfaction with Mobile Websites: The Impact of Perceived Usefulness (PU), Perceived Ease of Use (PEOU) and Trust. Nankai Business Review International, 5(3), 258-274.
Aulia, S. A.; Sukati, I. & Sulaiman, Z. (2016). A Review: Customer Perceived Value and its Dimension. Asian Journal of Social Sciences and Management Studies, 3(2), 150-162 http://www.asianonlinejournals.com/index.php/AJSSMS
Biesok, G., & Wyród-Wróbel, J. (2018). Models of customer satisfaction with supermarkets in Poland. European Journal of Business Science and Technology, 4(1), 81-92.
Castro, C.; Tibay, E. & Jaca, C. A. (2023). Guest Satisfaction Appraisal: The Case of a Start-Up State University Hotel. International Journal of Advanced Research. 11(04), 1514-1522 DOI:10.21474/IJAR01/16817.
Chandel, J. K. & Bansal, S. P. (2014). Understanding the Relationships of Value, Satisfaction and Behavioral Intentions Among Adventure Tourists. International Journal of Leisure and Tourism Marketing, 4(2), 156 – 171, DOI: 10.1504/IJLTM.2014.065884
Chang, M., Jang, H. B., Li, Y. M., & Kim, D. (2017). The Relationship Between the Efficiency, Service Quality and Customer Satisfaction for State-Owned Commercial Banks in China. Sustainability, 9(12), 2163.
Cheung, M. L., Leung, W. K., Cheah, J. H., & Ting, H. (2021). Exploring the Effectiveness of Emotional and Rational User-generated Content in Digital Tourism Platforms. Journal of Vacation Marketing, 28(2), 152–170.
Furukawa, H., Matsumura, K., & Harada, S. (2019). Effect of Consumption Values on Consumer Satisfaction and Brand Commitment: Investigating Functional, Emotional, Social, and Epistemic Values in the Running Shoes Market. International Review of Management and Marketing, 9(6), 158.
Goldsmith, R. E., & Goldsmith, E. B. (2012). Brand Personality and Brand Engagement. American Journal of Management, 12(1), 11-20.
Kandampully, J., & Suhartanto, D. (2000). Customer Loyalty in The Hotel Industry: The Role of Customer Satisfaction and Image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
Kandampully, J., & Suhartanto, D. (2003). The Role of Customer Satisfaction and Image in Gaining Customer Loyalty in The Hotel Industry. Journal of Hospitality & Leisure Marketing, 10(1-2), 3-25.
Kato, T. (2021). Functional Value VS Emotional Value: A Comparative Study of the Values That Contribute to a Preference for a Corporate Brand. International Journal of Information Management Data Insights, 1(2), 100024, https://doi.org/10.1016/j.jjimei.2021.100024
Khan, M. A. & Hashim, H. (2020). The Effect of Covid-19 On Tourism and Hospitality Industry in Malaysia, Resurgence in the Post-Pandemic Era: A Conceptual Criterion. International Journal of Tourism & Hospitality Reviews 7(2), 54-62, DOI:10.18510/ijthr.2020.726
Kim, Y., Kim, D., & Lee, S. (2021). Understanding Customers’ Perception of Safety and Value in the Hotel Industry during the COVID-19 Pandemic. International Journal of Hospitality Management, 93, 102831.
Kim, J., Magnini, V. P., & Singal, M. (2021). Emotional Intelligence and Its Impact on Hospitality Service Quality and Customer Satisfaction. International Journal of Hospitality Management, 92, 102724.
Kotler, P., & Keller, K. L. (2016). Marketing Management (14th edition). Shanghai: Shanghai People’s Publishing House.
Leninkumar, V. (2017). The Relationship Between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450-465.
Levyda, L. (2017). What Values are Perceived by Hotel Guests? International Journal of Services, 8(1-2), 73-89 https://doi.org/10.1504/IJSEM.2017.084483.
Mohd Akhir, I.; Abd Rahman, R. A.; Isa, N. F.; Razali, M. Z.; Hakim, F. & Mohd Mazlan, M. A. (2023). Enhancing Customers' Perceived Value in The Hotel Industry; Updated Reviews and Insights on Customer Satisfaction on Emotional and Functional Values from A Pandemic-Era Study. ESTEEM Journal of Social Sciences and Humanities, 7(2).
Monmousseau, P., Marzuoli, A., Feron, E., & Delahaye, D. (2020). Impact of Covid-19 on Passengers and Airlines from Passenger Measurements: Managing Customer Satisfaction While Putting the US Air Transportation System to Sleep. Transportation Research Interdisciplinary Perspectives, 7, 100179.
Quang, T. D., Tran, N. M. P., Sthapit, E., & Garrod, B. (2024a). Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: An Ethnographic Study of a Rural Tourism Destination in Vietnam. International Journal of Hospitality and Tourism Administration, 1–25. https://doi.org/10.1080/15256480.2024.2350005
Ram, J., & Wu, M. L. (2016). A Fresh Look at The Role of Switching Cost in Influencing Customer Loyalty: Empirical Investigation Using Structural Equation Modelling Analysis. Asia Pacific Journal of Marketing and Logistics, 28(4), 616-633.
Rasoolimanesh, S.M.; Iranmanesh, M.; Amin, M.; Hussain, K.; Jaafar, M. & Ataeishad, H. (2020). Are Functional, Emotional and Social Values Interrelated? A Study of Traditional Guesthouses in Iran. International Journal of Contemporary Hospitality Management, 32(9), 2857-2880. https://doi.org/10.1108/IJCHM-03-2020-0193
Salkind, N. J. (2015). Statistics for People Who (Think They) Hate Statistics. 4th edition. Los Angeles, CA: Sage
Singh, H., Kotler, P., & Keller, K. L. (2018). Marketing Management. Essentials of Management for Healthcare Professionals. 1st Edition. New York, Productivity Press. https://doi. org/10.4324/9781315099200-17.
Sánchez Vargas, E.; Hernández Mogollón, J. M.; López-Salas, S.; Pasaco, B. & Moreno-Lobato, A. (2024). Assessment of Functional and Emotional Factors in the Hotel Experience Through UGC. Springer Proceedings in Business and Economics. 10.1007/978-3-031-52607-7_7.
Singgalen, Y. A. (2024). Hotel Customer Satisfaction: A Comprehensive Analysis of Perceived Cleanliness, Location, Service, and Value. Journal of Business and Economics Research (JBE), 5(3), 352-369.
Srivastava, A., & Kumar, V. (2021). Hotel Attributes and Overall Customer Satisfaction: What did COVID-19 Change? Tourism Management Perspectives, 40, 100867
Sweeney, J. C., & Soutar, G. N. (2001). Consumer Perceived Value: The Development of a Multiple Item Scale. Journal of Retailing, 77(2), 203-220.
Vink, J.; Koskela-Huotari, K.; Tronvoll, B.; Edvardsson, B. & Wetter-Edman, K. (2021). Service Ecosystem Design: Propositions, Process Model, and Future Research Agenda. Journal of Service Research, 24(2), 168-186.
Wu, G., Liang, L., & Gursoy, D. (2021). Effects of the new COVID-19 Normal on Customer Satisfaction: Can Facemasks Level Off The Playing Field Between Average-Looking And Attractive-Looking Employees?. International Journal of Hospitality Management, 97, 102996.
Wu, X., & Huo, Y. (2023). Impact of the Introduction of Service Robots on Consumer Satisfaction: Empirical Evidence from Hotels. Technological Forecasting and Social Change, 194, 122718.
Zainuddin, N., & Gordon, R. (2020). Value Creation and Destruction in Social Marketing Services: A Review And Research Agenda. Journal of Services Marketing, 34(3), 347-361.
Zarezadeh, Z. Z., Rastegar, R., & Xiang, Z. (2022). Big Data Analytics and Hotel Guest Experience: A Critical Analysis of the Literature. International Journal of Contemporary Hospitality Management, 34(6), 2320–2336. https://doi.org/10.1108/IJCHM-10-2021-1293.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, And Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22.
Zhou, Z., Zhang, Q., Su, C. and Zhou, N. (2012), How do brand communities generate brand relationships? Intermediate mechanisms, Journal of Business Research, 65, 890-895.
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in The Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13, 842141.
Copyright (c) 2025 Malina Hanum Mohd Kamal, Noristisarah Abd Shattar, Farisya Idayu Azhar, Tuan Sharifah Irene Natasha Tuan Ahmad Jafri, Ema Maliha Mohd Kamal
This work is licensed under a Creative Commons Attribution 4.0 International License.
Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of revised paper in the light of suggestions of the reviewers, the editorial team edits and formats manuscripts to bring uniformity and standardization in published material.
This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.
