Hotel design, guest satisfaction, and behavioural intentions

Abstract

This study presents a method to measure hotel design quality and its relationships with guest satisfaction and with behavioural intentions. Hotel design quality is measured using the Design Quality Indicator (DQI). A partial least squares analysis reveals that the DQI predicts guest satisfaction with both statistical and practical significance. In addition, satisfaction is shown to predict guest behavioural intentions. This study extends theory by providing a means of measuring beliefs about a service environment’s design and provides practical implications by developing a means of measuring guest satisfaction with a hotel’s design.