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.
Keywords
- Customer Perceived Value Search this journal for Customer Perceived Value (opens in a new tab)
- Functional Value Search this journal for Functional Value (opens in a new tab)
- Emotional Value Search this journal for Emotional Value (opens in a new tab)
- Social Value Search this journal for Social Value (opens in a new tab)
- Customer Satisfaction Search this journal for Customer Satisfaction (opens in a new tab)
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Copyright (c) 2025 Amanina Mat Ghani, Wan Nor Bayah Wan Kamarudin, Sulaiha Mohd Isa, Siti Aisah Abas, Ameleya Muhammad Ghazali (Author)
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Keywords
- Customer Perceived Value Search this journal for Customer Perceived Value (opens in a new tab)
- Functional Value Search this journal for Functional Value (opens in a new tab)
- Emotional Value Search this journal for Emotional Value (opens in a new tab)
- Social Value Search this journal for Social Value (opens in a new tab)
- Customer Satisfaction Search this journal for Customer Satisfaction (opens in a new tab)
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Vol. 17 No. 1(I)S (2025)
Hospitality, Islamic Philanthropy & Value-Driven Markets
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