The impacts of hospitality services on visit experience and future visit intention of student travelers

Abstract

Purpose-This study aims to empirically evaluate the influence of hospitality services on international students’ emotional responses, satisfaction and future intentions. Design/ methodology/ approach- The study is quantitative in nature and survey method is used to obtain the information for this study. Findings-The study reveals that, the level of hospitality service performance in Malaysia towards student tourists is slightly higher from the average. Hospitality service performance has a remarkable impact on tourists’ intentions to revisit in the destinations. Hospitality service performance impacts toward future visit intention through consumptions of their emotions and visit satisfaction. This research will be useful in providing an insight of consumption pattern and post consumption judgements of international students. Research limitations/ implications- Since the study is perception based, it is possible that future research may generate different result in relation with the change in consumer behaviour, perception and service performance of hospitality features. Practical implications-Practitioners who are interested in understanding evaluation process, satisfaction and future intention would benefit from the model as it suggests the constructs that could be used in such assessment. Originality value-The development of conceptual framework in this research will enrich the literature regarding the construct of customer evaluation. This research will be useful in providing an insight of consumption pattern and post consumption judgements of international students.