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 (eWOM) intention at Five-star rated hotels in Kuala Lumpur. It entails examining aspects like entertaining, educational, aesthetic 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 used to analyze 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 to gain a competitive edge and secure long-term profitability.
Keywords
- e-WOM Search this journal for e-WOM (opens in a new tab)
- Guest Experience Search this journal for Guest Experience (opens in a new tab)
- Entertaining Experience Search this journal for Entertaining Experience (opens in a new tab)
- Educational Experience Search this journal for Educational Experience (opens in a new tab)
- Esthetic Experience Search this journal for Esthetic Experience (opens in a new tab)
- Escapist Experience Search this journal for Escapist Experience (opens in a new tab)
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Keywords
- e-WOM Search this journal for e-WOM (opens in a new tab)
- Guest Experience Search this journal for Guest Experience (opens in a new tab)
- Entertaining Experience Search this journal for Entertaining Experience (opens in a new tab)
- Educational Experience Search this journal for Educational Experience (opens in a new tab)
- Esthetic Experience Search this journal for Esthetic Experience (opens in a new tab)
- Escapist Experience Search this journal for Escapist Experience (opens in a new tab)
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