The influence of perceived value, satisfaction and commitment on electronic word-of-mouth of Chinese hotel guests in Malaysia

The remarkable growth of China outbound tourism is a sign of increased opportunities to worldwide hotel industry, including Malaysia. Nonetheless, hoteliers are constantly challenged with business sustainability. Notably, sustaining a hotel business should begin with understanding the customers’ beh...

Full description

Saved in:

Bibliographic Details
Main Author:	Han, Chao
Format:	Thesis
Language:	eng eng
Published:	2021
Subjects:	G154.9-155.8 Travel and state Tourism
Online Access:	https://etd.uum.edu.my/9684/1/s902564_01.pdf https://etd.uum.edu.my/9684/2/s902564_02.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.9684
record_format	uketd_dc
spelling	my-uum-etd.96842024-01-29T08:50:05Z The influence of perceived value, satisfaction and commitment on electronic word-of-mouth of Chinese hotel guests in Malaysia 2021 Han, Chao Rashid, Basri Ghazali Shafie Graduate School of Government Ghazali Shafie Graduate School of Government G154.9-155.8 Travel and state. Tourism The remarkable growth of China outbound tourism is a sign of increased opportunities to worldwide hotel industry, including Malaysia. Nonetheless, hoteliers are constantly challenged with business sustainability. Notably, sustaining a hotel business should begin with understanding the customers’ behavioural responses. Therefore, hotel managers need to be receptive towards their guests’ post visit behaviour. A common guests’ post visit behaviour is to share their experience with others through word-of-mouth. In line with the current information technology development, the practice of experience sharing has evolved from traditional word-of-mouth (WOM) to electronic word-of-mouth (e-WOM), and this includes Chinese hotel guests in Malaysia. Hence, this research aims to investigate Chinese hotel guests experience by assessing the relationship between perceived value, satisfaction, commitment and e-WOM responses. Quantitative method was employed in this research. Questionnaires were distributed at the airports in Penang, Langkawi and Kuala Lumpur as well as on selected social-media platforms. A sum of 464 use-able questionnaires were obtained and regression analyses were carried out to address the research questions and the hypotheses. The results showed that perceived value influenced the satisfaction and commitment of the customers. Satisfaction is shown to be a significant influencer of commitment. These variables in-turn significantly influenced e-WOM responses. Additionally, this research affirmed the mediation role of satisfaction and commitment. Satisfaction had a mediating effect on the relationship between perceived value and commitment. Commitment was affirmative in mediating the relationship between perceived value and e-WOM responses as well as between satisfaction and e-WOM responses. In terms of contributions, this research enriches the literature by providing the theoretical explanations for the relationship and mediating influence among the variables. It also offers a plausible research framework to study hotel guest experience. Practically, the results benefit the hotel industry by providing clear insights on the hotel guests’ experience evaluation. This would assist hotel managers in terms of their marketing, human resources and strategic business decisions. Ultimately, this research shall entice the academia and the hoteliers to work collectively to enhance hotel guests’ experience and to ensure business sustainability in the hospitality industry. 2021 Thesis https://etd.uum.edu.my/9684/ https://etd.uum.edu.my/9684/1/s902564_01.pdf text eng public https://etd.uum.edu.my/9684/2/s902564_02.pdf text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Rashid, Basri
topic	G154.9-155.8 Travel and state Tourism
spellingShingle	G154.9-155.8 Travel and state Tourism Han, Chao The influence of perceived value, satisfaction and commitment on electronic word-of-mouth of Chinese hotel guests in Malaysia
description	The remarkable growth of China outbound tourism is a sign of increased opportunities to worldwide hotel industry, including Malaysia. Nonetheless, hoteliers are constantly challenged with business sustainability. Notably, sustaining a hotel business should begin with understanding the customers’ behavioural responses. Therefore, hotel managers need to be receptive towards their guests’ post visit behaviour. A common guests’ post visit behaviour is to share their experience with others through word-of-mouth. In line with the current information technology development, the practice of experience sharing has evolved from traditional word-of-mouth (WOM) to electronic word-of-mouth (e-WOM), and this includes Chinese hotel guests in Malaysia. Hence, this research aims to investigate Chinese hotel guests experience by assessing the relationship between perceived value, satisfaction, commitment and e-WOM responses. Quantitative method was employed in this research. Questionnaires were distributed at the airports in Penang, Langkawi and Kuala Lumpur as well as on selected social-media platforms. A sum of 464 use-able questionnaires were obtained and regression analyses were carried out to address the research questions and the hypotheses. The results showed that perceived value influenced the satisfaction and commitment of the customers. Satisfaction is shown to be a significant influencer of commitment. These variables in-turn significantly influenced e-WOM responses. Additionally, this research affirmed the mediation role of satisfaction and commitment. Satisfaction had a mediating effect on the relationship between perceived value and commitment. Commitment was affirmative in mediating the relationship between perceived value and e-WOM responses as well as between satisfaction and e-WOM responses. In terms of contributions, this research enriches the literature by providing the theoretical explanations for the relationship and mediating influence among the variables. It also offers a plausible research framework to study hotel guest experience. Practically, the results benefit the hotel industry by providing clear insights on the hotel guests’ experience evaluation. This would assist hotel managers in terms of their marketing, human resources and strategic business decisions. Ultimately, this research shall entice the academia and the hoteliers to work collectively to enhance hotel guests’ experience and to ensure business sustainability in the hospitality industry.
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Han, Chao
author_facet	Han, Chao
author_sort	Han, Chao
title	The influence of perceived value, satisfaction and commitment on electronic word-of-mouth of Chinese hotel guests in Malaysia
title_short	The influence of perceived value, satisfaction and commitment on electronic word-of-mouth of Chinese hotel guests in Malaysia
title_full	The influence of perceived value, satisfaction and commitment on electronic word-of-mouth of Chinese hotel guests in Malaysia
title_fullStr	The influence of perceived value, satisfaction and commitment on electronic word-of-mouth of Chinese hotel guests in Malaysia
title_full_unstemmed	The influence of perceived value, satisfaction and commitment on electronic word-of-mouth of Chinese hotel guests in Malaysia
title_sort	influence of perceived value, satisfaction and commitment on electronic word-of-mouth of chinese hotel guests in malaysia
granting_institution	Universiti Utara Malaysia
granting_department	Ghazali Shafie Graduate School of Government
publishDate	2021
url	https://etd.uum.edu.my/9684/1/s902564_01.pdf https://etd.uum.edu.my/9684/2/s902564_02.pdf
_version_	1794023767253450752

The influence of perceived value, satisfaction and commitment on electronic word-of-mouth of Chinese hotel guests in Malaysia

Similar Items