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Perceived Value Dimensions and Guest Satisfaction: An Analysis of Functional, Social and Emotional Values in Five-Star Hotel Organizations

Author

Listed:
  • Malina Hanum Mohd Kamal
  • Noristisarah Abd Shattar
  • Farisya Idayu Azhar
  • Tuan Sharifah Irene Natasha Tuan Ahmad Jafri
  • Ema Maliha Mohd Kamal

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.

Suggested Citation

  • Malina Hanum Mohd Kamal & Noristisarah Abd Shattar & Farisya Idayu Azhar & Tuan Sharifah Irene Natasha Tuan Ahmad Jafri & Ema Maliha Mohd Kamal, 2025. "Perceived Value Dimensions and Guest Satisfaction: An Analysis of Functional, Social and Emotional Values in Five-Star Hotel Organizations," Information Management and Business Review, AMH International, vol. 17(1), pages 192-200.
    • Handle: RePEc:rnd:arimbr:v:17:y:2025:i:1:p:192-200
    DOI: 10.22610/imbr.v17i1(I)S.4438
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    References listed on IDEAS

    as
    1. Muslim Amin & Sajad Rezaei & Maryam Abolghasemi, 2014. "User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust," Nankai Business Review International, Emerald Group Publishing Limited, vol. 5(3), pages 258-274, July.
    2. Vithya Leninkumar, 2017. "The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(4), pages 450-465, April.
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    4. Levyda Levyda, 2017. "What values are perceived by hotel guests?," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 8(1/2), pages 73-89.
    5. Hiroyasu Furukawa & Koki Matsumura & Susumu Harada, 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, Econjournals, vol. 9(6), pages 158-168.
    6. Septa Akbar Aulia & Inda Sukati & Zuraidah Sulaiman, 2016. "A Review: Customer Perceived Value and its Dimension," Asian Journal of Social Sciences and Management Studies, Asian Online Journal Publishing Group, vol. 3(2), pages 150-162.
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    8. Muslim Amin & Sajad Rezaei & Maryam Abolghasemi, 2014. "User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust," Nankai Business Review International, Emerald Group Publishing Limited, vol. 5(3), pages 258-274, July.
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