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Understanding the Impact of Customer Perceived Value on Hotel Customers’ Satisfaction: A Systematic Literature Review

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  • Amanina Mat Ghani
  • Wan Nor Bayah Wan Kamarudin
  • Sulaiha Mohd Isa
  • Siti Aisah Abas
  • Ameleya Muhammad Ghazali

Abstract

In the rapidly growing and competitive hotel industry, customer satisfaction is vital for ensuring success, and one of the key factors influencing satisfaction is perceived value. This study investigates how customer perceived value (CPV) impacts customer satisfaction within the hotel industry. Recognizing the importance of CPV in crafting memorable interactions, this study adapts the PRISMA method (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) to collect and analyze relevant articles through established online databases from 2014 to 2024. Approximately 20 qualifying studies from various academic databases were chosen, offering valuable insight into research on CPV within the hotel industry. The findings highlight the impacts of CPV, such as functional, emotional, and social, that significantly influence customer satisfaction in the hotel industry. Despite limited studies, the findings indicate that CPV can dramatically improve customer experiences and loyalty. Industry practitioners should also design value-driven strategies that enhance functional, emotional, and social value while ensuring competitive advantages. For academic researchers, it proposes further exploration into under-explored areas of CPV within hotel services. By incorporating these insights, scholars and industry professionals may improve overall customer satisfaction in the increasingly competitive hotel industry.

Suggested Citation

  • Amanina Mat Ghani & Wan Nor Bayah Wan Kamarudin & Sulaiha Mohd Isa & Siti Aisah Abas & Ameleya Muhammad Ghazali, 2025. "Understanding the Impact of Customer Perceived Value on Hotel Customers’ Satisfaction: A Systematic Literature Review," Information Management and Business Review, AMH International, vol. 17(1), pages 1-10.
    • Handle: RePEc:rnd:arimbr:v:17:y:2025:i:1:p:1-10
    DOI: 10.22610/imbr.v17i1(I)S.4420
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    References listed on IDEAS

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    1. Babin, Barry J & Darden, William R & Griffin, Mitch, 1994. "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(4), pages 644-656, March.
    2. Soh Zhi Ying & Akram Abdulraqeb Sultan Al-Khaled, 2023. "Factors Affecting Customer Satisfaction Towards Luxury Hotel Among Young Adults in Klang Valley," International Journal of Human Resource Studies, Macrothink Institute, vol. 13(2), pages 120-120, December.
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