Personality, Satisfaction, Image, Ambience, and Loyalty: Testing Their Relationships in the Hotel Industry
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Date
2014
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Elsevier
Abstract
This article appraises a theoretical model that relates personality, satisfaction, loyalty, ambience, and
image in a hotel setting. The results of the structural equation modeling indicated that extraversion,
agreeableness, and neuroticism among the Big Five Personality Factors significantly affect satisfaction.
Satisfaction had a significant impact on hotel image and guests’ loyalty. Compared to satisfaction, hotel
image had a lesser impact on loyalty as well as being a mediator for the impact of satisfaction on loyalty.
The moderating role of hotel ambience in the proposed theoretical framework was also identified. The
results offer hoteliers potential strategies/tactics for loyalty enhancement.
Description
Keywords
Hotel, Image, Satisfaction, Ambience, Personality, Loyalty
Citation
Jani, D. and Han, H., 2014. Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry. International Journal of Hospitality Management, 37, pp.11-20.