Taylor's FSLM Journals
Determinants of Customer Experience and Resulting Satisfaction and Revisit Intentions: PLS-SEM Approach towards Malaysian Resort Hotels

@ Asia-Pacific Journal of Innovation in Hospitality and Tourism

Online ISSN: 2710-6519

Faizan Ali & Rosmini Omar 


This study aims to assess physical and social environments as determinants of customer experiences with regard to guest satisfaction and intentions to revisit Malaysian resort hotels. It examines a research framework constituting physical and social environment and analyses the results of the survey to test the hypotheses. Questionnaires were distributed to customers of resort hotels at Langkawi, Malaysia that were selected using convenience sampling. The data collected were analysed using partial least squares based structural equation modelling (PLS-SEM). The findings reveal that physical and social environments are good predictors of customer satisfaction and revisit intentions. The results also indicate that customer satisfaction contribute positively to revisit intentions. The implications and limitations of the study are also discussed. 

Key words: Customer experience, physical environment, social environment, customer satisfaction, revisit intentions, partial least squares (PLS)