The Impact of Guest Experience and e-WOM Intention Towards Five Star Rated Hotels in Kuala Lumpur

  • Nur Khalishah Dawood Faculty of Hotel and Tourism Management UiTM Puncak Alam
  • Marcellinus Suda Anak Samuel Faculty of Hotel and Tourism Management UiTM Puncak Alam
  • Nur Zalikha Othman Faculty of Hotel and Tourism Management UiTM Puncak Alam
DOI: https://doi.org/10.22610/imbr.v17i3(I).4521
Keywords: e-WOM, Guest Experience, Entertaining Experience, Educational Experience, Esthetic Experience, Escapist Experience

Abstract

In the digital age, e-WOM shared by experienced hospitality guests is highly valuable, as its perceived authenticity helps reduce potential consumers' uncertainty when selecting accommodation. The purpose of this study is to evaluate the characteristics of guest experience that contribute to electronic word-of-mouth (e-WOM) intention at Five-star rated hotels in Kuala Lumpur. It entails examining aspects like entertaining, educational, esthetic and escapist. Data for this study were gathered through self-administered questionnaires on 130 hotel guests’ who had experienced staying in Five-star rated hotels in Kuala Lumpur. SPSS was performed to analyzed the proposed hypotheses. This highlights the importance for key stakeholders in the hotel industry, particularly the Ministry of Tourism, Arts and Culture Malaysia (MOTAC), as well as hotel managers and operators, to prioritize these factors in order to gain a competitive edge and secure long-term profitability

 

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Published
2025-09-14
How to Cite
Dawood, N. K., Anak Samuel , M. S., & Othman , N. Z. (2025). The Impact of Guest Experience and e-WOM Intention Towards Five Star Rated Hotels in Kuala Lumpur. Information Management and Business Review, 17(3(I), 594-600. https://doi.org/10.22610/imbr.v17i3(I).4521
Issue
Vol 17 No 3(I) (2025)
Section
Research Paper

Copyright (c) 2025 Nur Khalishah Dawood, Marcellinus Suda Anak Samuel , Nur Zalikha Othman

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