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

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Listed:
  • Nur Khalishah Dawood
  • Marcellinus Suda Anak Samuel
  • Nur Zalikha Othman

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

Suggested Citation

  • Nur Khalishah Dawood & Marcellinus Suda Anak Samuel & Nur Zalikha Othman, 2025. "The Impact of Guest Experience and e-WOM Intention Towards Five Star Rated Hotels in Kuala Lumpur," Information Management and Business Review, AMH International, vol. 17(3), pages 594-600.
    • Handle: RePEc:rnd:arimbr:v:17:y:2025:i:3:p:594-600
    DOI: 10.22610/imbr.v17i3(I).4521
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    References listed on IDEAS

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    1. Maha Hassan Ahmed Salah & Ahmed Hassan Abdou & Thowayeb H. Hassan & Maha Abdul-Moniem Mohammed El-Amin & Adam Basheer Adam Kegour & Hanem Mostafa Mohamed Alboray & Amal Salah Darder Mohamed & Howayda , 2023. "Power of eWOM and Its Antecedents in Driving Customers’ Intention to Revisit: An Empirical Investigation on Five-Star Eco-Friendly Hotels in Saudi Arabia," Sustainability, MDPI, vol. 15(12), pages 1-21, June.
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