A Study Architectural and Intangible Environment Affecting Occupancy Rate of Five Stars Business Hotel in Amman
Abstract
The main objective of the research is to justify the large discrepancy in the occupancy rate among the five-star business hotels in Amman. The study was based on analysing two aspects, namely the service quality and the architectural characteristic as basic determinants for a single category. Descriptive statistics and one way analysis of variance (ANOVA) was used using SPSS to Analyse the impact of service quality on hotel occupancy rates. The analysis of variance for the 18 hotels showed that there is not any significant difference in service quality among five stars hotels in Amman. Three hotel buildings representing the 18 hotels were selected to analyse the impact of architectural characteristics on hotel occupancy rates, interviews and surveys were conducted with the managers and staff, to collect data about the hotel's architectural characteristic Data was distributed and divided into four dimensions to facilitate the process of architectural analysis, then projected through architectural drawings for comparisons between them; they are narrative design, zoning and privacy in guest rooms, functional hotel components and the architectural composition planning, which has been proven in this research to have a significant impact on occupancy rate, customer satisfaction and loyalty.
References
[1] Abdullah, A. and Hamdan, M. 2012. Internal Success Factor of Hotel Occupancy Rate. International Journal of Business and Social Science 3(22): 199-218.
[2] Al Saleem and Al-Juboori, 2013. Factors Affecting Hotels Occupancy Rate (An Empirical Study on Some Hotels in Amman. Interdisciplinary Journal of Contemporary Research in Business, 5(6): 142-159.
[3] Alananzeh, O. et al. 2018. The Impact of Customer Relationship Management on Tourist Satisfaction: The Case of Radisson Blue Resort in Aqaba City. Journal of Environmental Management and Tourism, 9(2): 227-240. DOI: 10.14505//jemt.v9.2(26).02
[4] Al Fahmawee, E. 2018. Architectural functional design for hotels extension in Amman: a case study Days inn hotel. Journal of Engineering Research, 6(4).
[5] Al-Rousa, M.R. and Mohamed, B. 2010. Customer Loyalty and the Impacts of Service Quality: The Case of Five Star Hotels in Jordan. International Journal of Human and Social Sciences, 5(13): 886-892.
[6] Annath, M., DeMicco, F.J., Moreo, P.J. and Howey, R.M. 1992. Marketplace loading Needs of Mature Travelers. The Cornell Hotel and Restaurant Administration Quarterly, 33(4): 12-24.
[7] Bolzmann, L.A, Falcó, K.B. and Cabrera, P.M. 2018. Link between Customer Loyalty and Customer Service in Tourist Hotels, Revista ESPACIOS, 39 (N44): 5.
[8] Bresciani, S., Thrassou, A. and Vrontis, D. 2015. Determinants of performance in the hotel industry – an empirical analysis of Italy. Global Business and Economics Review, 17(1): 19-34.
[9] Carey, S., Davidson, L. and Sahli, M. 2012. Capital city museums and tourism flows: an empirical study of the museum of New Zealand Te Papa Tongarewa: Capital city museums and tourism flows. International Journal of Tourism Research, 15: 554–569
[10] Charoupa, A. 2015. The Storytelling Hotel. Bachelor Thesis. Panteion, University of Social and Political Sciences, Department of Communication, Media and Culture.
[11] Chernova, O., Kosolapova, N., Matveeva, L. and Mikhalkina, E. 2018. The Assessment of the Intangible Resources of the Region as a Component of its Modernization Potential. Journal of Advanced Research in Law and Economics, 9(2): 442-451. Available at: https://journals.aserspublishing.eu/jarle/article/view/2463
[12] Chu, R. and Choi, T. 2000. An Importance-performance Analysis of Hotel Selection Factors in the Hong Kong Hotel Industry: A Comparison of Business and Leisure Travelers. Journal of Tourism Management, 31: 363-377.
[13] Dargahi, S, and Pazhouhanfar, M. 2014. The Role of Hotel Architecture in Tourists Attraction Development. Special Issue on Architecture, Urbanism, and Civil Engineering, 3(4): 276-288.
[14] Dogan, H., Nebigglu, O. and Dogan, I. 2013. Architectural innovations are competitive advantage for hotels in tourism industry? What customers, managers and employees think about it? 9th International Strategic Management Conference, Procedia - Social and Behavioral Sciences 99: 701 – 710.
[15] Emir, O. 2016. A study of the relationship between service atmosphere and customer loyalty with specific reference to structural equation modelling. Economic Research-EkonomskaIstraživanja, 29(1): 706–720.
[16] Farajirad, A. and Eftekharin, B. 2012. Study of Architecture in Tourism Industry. Journal of Tourism Spaces, 1(3): 51-67.
[17] Gursoy, D., McCleary, K. W. and Lepsito, L. R. 2007. Propensity to complain: effects of personality and behavioral factors. Journal of Hospitality & Tourism Research, 31 (3): 358-386
[18] Hair, J., Celsi, M., Money, A. and Samouel, P. 2007. The essentials of Business Numeracy. John Wiley & Sons.
[19] Jahmani, A., Bourini, I. and Jawabreh, O. A. 2020. The Relationship between Service Quality, Client Satisfaction, Perceived Value and Client Loyalty: A Case Study of Fly Emirates. Cuadernos De Turismo, (45): 219-238. DOI: http://dx.doi.org/10.6018/turismo.45.426101
[20] Jawabreh, O. 2017. Distinction of Jordan as a destination for religious tourism. Journal of Environmental Management and Tourism, 6(22): 1171-1182. DOI: https://doi.org/10.14505/jemt.v8.6(22).03
[21] Jawabreh, O. 2020. Innovation Management in Hotels Industry in Aqaba Special Economic Zone Authority; Hotel Classification and Administration As A Moderator. Geo Journal of Tourism and Geosites, 32(4): 1362–1369. DOI: https://doi.org/10.30892/gtg.32425-581
[22] Karatepe, O.M. and. Ekiz, H.E. 2004. Managing Journal of Service Quality, 14(6): 476-86.
[23] Kazemi, M., Sajjadi, J., Kaleji, L. and Razavian, M. 2018. Environmental and Social Determinants of Life Satisfaction in Tehran. A Perception Study. Journal of Environmental Management and Tourism, 8 (7): 1325-1333. DOI: 10.14505//jemt.v8.7(23).01
[24] Kirima, R.K., Makopondo, R. and Mutungi, M. 2017. Effect of External Hotel Design Features on Customer Attraction and Retention. International Academic Journal of Human Resource and Business Administration, 2(3): 282-289.
[25] Kumarasinghe, S., Lee, C. and Karunasekara, C. 2019. Comparing local and foreign perceptions of service quality of five-star hotels in Sri Lanka. Journal of Quality Assurance in Hospitality and Tourism, 20(1): 44–65. DOI: https://doi.org/10.1080/1528008X.2018.1483285
[26] Lahapa, J. et al. 2015. A Study of Brand Image towards Customer’s Satisfaction in the Malaysian Hotel Industry, Procedia - Social and Behavioral Sciences, 224 (2016): 149 – 157.
[27] Lewis, R.C. 1983. Getting the Most from Marketing Research. The Cornell Hotel and Restaurant Administration Quarterly, 24(3): 25-3.
[28] Lockyer, T. 2005. The Perceived Importance of Price as One Hotel Selection Dimension. Journal of Tourism Management, 26(4): 529-537. DOI: https://doi.org/10.1016/j.tourman.2004.03.009
[29] Maghzi, A., Abbaspour, B., Eskandarian, M. and Abdul Hamid, A.B. 2011. Brand Trust in Hotel Industry: Influence of Service Quality and Customer Satisfaction, 2nd International Conference on Business, Economics and Tourism Management, vol.24. IACSIT Press, Singapore.
[30] Masoudi, A., Cudney, E. and Paryani, K. 2013. Customer driven hotel landscaping design: a case study. International Journal of Quality & Reliability Management, 30(8): 832-852. DOI:https://ezlibrary.ju.edu.jo:2057/10.1108/IJQRM-May-2011-0070
[31] McCleary, K.W., Weaver, P.A. and Hutchinson, J.C. 1993. Hotel Selection Factors as They Relate to Business Travel Situation. Journal of Travel Research, 32(2): 42-48.
[32] McDaniel, Lamb and Hair. 2006. Introduction to Marketing (8th ed.). Thomson-Southwestern.
[33] Mohamed, B. 2009. Measuring Service Quality in the Five Star Hotels in Jordan. International Journal of Contemporary Hospitality Management, 1–6.
[34] Napierała, T., Napierała, K. and Burski, R. 2020. Impact of Geographic Distribution of COVID-19 Cases on Hotels’ Performances: Case of Polish Cities. Sustainability, 12: 4697. DOI: 10.3390/su12114697
[35] Obinwanne, C., Okechukwu and Nkemdilim, A.E. 2019. Interior Design of Hotel Rooms as a Factor Affecting Customer Satisfaction in Hotels, International Journal of Advanced Studies in Ecology, Development and Sustainability, 6(1): 34-46.
[36] Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1985. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4): 41-50.
[37] Popp, L., et al. 2021. Evaluation of Customer Experience and Satisfaction in Luxury Resort Hotels of the Maldives. Journal of Environmental Management and Tourism, 12(8): 2099 - 2108. Available at: https://journals.aserspublishing.eu/jemt/article/view/6654
[38] Ruys, H. and Wei, S. 1998. Accommodation Needs of Mature Australian Travellers. Australian Journal of Hospitality Management, 5(1): 51-59.
[39] Ryu.Kand and Han.H. 2011. New or repeat customers: How does physical environment influence their restaurant experience? International Journal of Hospitality Management, 56.
[40] Sfenrianto, S., Girsang, A. and Ruman, F. 2016. Analysis of Satisfaction Factor for Development Recommendation Tourism Web System. Journal of Environmental Management and Tourism, 7(1): 156-163. Available at: https://journals.aserspublishing.eu/jemt/article/view/316
[41] Shah, S., Jan, S. and Baloch, Q. 2018. Role of service quality and customer satisfaction in Firm’s performance: Evidence from Pakistan hotel industry. Pakistan Journal of Commerce and Social Science, 12(1): 167–182.
[42] Shankar, V., Smith, A. K. and Rangaswamy, A. 2003. Customer satisfaction and loyalty in online and offline encounters. International Journal of Research in Marketing, 20(2): 153-175.
[43] Siguaw, J.A. and Enz, C.A. 1999. Best practices in hotel architecture, Cornell Hotel and Restaurant Administration Quarterly, 40(5): 44-49.
[44] Sohrabi, B., Raeesi Vanani, I., Tahmasebipour, K. and Fazli, S. 2012. Identification of Criteria and Explaining of Fuzzy Set of Choosing A Hotel, From Perspective of Tourists Residing at Hotels. Human Geography Researches Quarterly, 79: 55-74.
[45] Stipanuk, D.M. 2006. Hospitality Facilities and Management Design. 3rd edition
[46] Turisno, B., Dewi, I., Mahmudah, S. and Soemarmi, A. 2021. Recovery Policy and Proper Management of Mangrove Forests to Preserve Environmental Sustainability and Ecotourism in Bangkalan Indonesia. Journal of Environmental Management and Tourism, 12(8): 2188 - 2193. Available at: https://journals.aserspublishing.eu/jemt/article/vi
[47] Tyas A. F. and Wibowo S.A. 2013. Stretegic Service Analysis Pusako to Increase Occupancy Rate. The Indonesian Journal of Business Administration, 2(4): 460-475.
[48] Wileusky, L. and Buttle, F. 1988. A Multivariate Analysis of Hotel Benefit Bundles and Choice Trade. International Journal of Hospitality Management, 7(1): 24-41.
[49] Xia, H. et al. 2019. Identifying hotel competitiveness based on hotel feature ratings. Journal of Hospitality Marketing & Management, 28(1): 81-100. DOI: 10.1080/19368623.2018.1504366
[2] Al Saleem and Al-Juboori, 2013. Factors Affecting Hotels Occupancy Rate (An Empirical Study on Some Hotels in Amman. Interdisciplinary Journal of Contemporary Research in Business, 5(6): 142-159.
[3] Alananzeh, O. et al. 2018. The Impact of Customer Relationship Management on Tourist Satisfaction: The Case of Radisson Blue Resort in Aqaba City. Journal of Environmental Management and Tourism, 9(2): 227-240. DOI: 10.14505//jemt.v9.2(26).02
[4] Al Fahmawee, E. 2018. Architectural functional design for hotels extension in Amman: a case study Days inn hotel. Journal of Engineering Research, 6(4).
[5] Al-Rousa, M.R. and Mohamed, B. 2010. Customer Loyalty and the Impacts of Service Quality: The Case of Five Star Hotels in Jordan. International Journal of Human and Social Sciences, 5(13): 886-892.
[6] Annath, M., DeMicco, F.J., Moreo, P.J. and Howey, R.M. 1992. Marketplace loading Needs of Mature Travelers. The Cornell Hotel and Restaurant Administration Quarterly, 33(4): 12-24.
[7] Bolzmann, L.A, Falcó, K.B. and Cabrera, P.M. 2018. Link between Customer Loyalty and Customer Service in Tourist Hotels, Revista ESPACIOS, 39 (N44): 5.
[8] Bresciani, S., Thrassou, A. and Vrontis, D. 2015. Determinants of performance in the hotel industry – an empirical analysis of Italy. Global Business and Economics Review, 17(1): 19-34.
[9] Carey, S., Davidson, L. and Sahli, M. 2012. Capital city museums and tourism flows: an empirical study of the museum of New Zealand Te Papa Tongarewa: Capital city museums and tourism flows. International Journal of Tourism Research, 15: 554–569
[10] Charoupa, A. 2015. The Storytelling Hotel. Bachelor Thesis. Panteion, University of Social and Political Sciences, Department of Communication, Media and Culture.
[11] Chernova, O., Kosolapova, N., Matveeva, L. and Mikhalkina, E. 2018. The Assessment of the Intangible Resources of the Region as a Component of its Modernization Potential. Journal of Advanced Research in Law and Economics, 9(2): 442-451. Available at: https://journals.aserspublishing.eu/jarle/article/view/2463
[12] Chu, R. and Choi, T. 2000. An Importance-performance Analysis of Hotel Selection Factors in the Hong Kong Hotel Industry: A Comparison of Business and Leisure Travelers. Journal of Tourism Management, 31: 363-377.
[13] Dargahi, S, and Pazhouhanfar, M. 2014. The Role of Hotel Architecture in Tourists Attraction Development. Special Issue on Architecture, Urbanism, and Civil Engineering, 3(4): 276-288.
[14] Dogan, H., Nebigglu, O. and Dogan, I. 2013. Architectural innovations are competitive advantage for hotels in tourism industry? What customers, managers and employees think about it? 9th International Strategic Management Conference, Procedia - Social and Behavioral Sciences 99: 701 – 710.
[15] Emir, O. 2016. A study of the relationship between service atmosphere and customer loyalty with specific reference to structural equation modelling. Economic Research-EkonomskaIstraživanja, 29(1): 706–720.
[16] Farajirad, A. and Eftekharin, B. 2012. Study of Architecture in Tourism Industry. Journal of Tourism Spaces, 1(3): 51-67.
[17] Gursoy, D., McCleary, K. W. and Lepsito, L. R. 2007. Propensity to complain: effects of personality and behavioral factors. Journal of Hospitality & Tourism Research, 31 (3): 358-386
[18] Hair, J., Celsi, M., Money, A. and Samouel, P. 2007. The essentials of Business Numeracy. John Wiley & Sons.
[19] Jahmani, A., Bourini, I. and Jawabreh, O. A. 2020. The Relationship between Service Quality, Client Satisfaction, Perceived Value and Client Loyalty: A Case Study of Fly Emirates. Cuadernos De Turismo, (45): 219-238. DOI: http://dx.doi.org/10.6018/turismo.45.426101
[20] Jawabreh, O. 2017. Distinction of Jordan as a destination for religious tourism. Journal of Environmental Management and Tourism, 6(22): 1171-1182. DOI: https://doi.org/10.14505/jemt.v8.6(22).03
[21] Jawabreh, O. 2020. Innovation Management in Hotels Industry in Aqaba Special Economic Zone Authority; Hotel Classification and Administration As A Moderator. Geo Journal of Tourism and Geosites, 32(4): 1362–1369. DOI: https://doi.org/10.30892/gtg.32425-581
[22] Karatepe, O.M. and. Ekiz, H.E. 2004. Managing Journal of Service Quality, 14(6): 476-86.
[23] Kazemi, M., Sajjadi, J., Kaleji, L. and Razavian, M. 2018. Environmental and Social Determinants of Life Satisfaction in Tehran. A Perception Study. Journal of Environmental Management and Tourism, 8 (7): 1325-1333. DOI: 10.14505//jemt.v8.7(23).01
[24] Kirima, R.K., Makopondo, R. and Mutungi, M. 2017. Effect of External Hotel Design Features on Customer Attraction and Retention. International Academic Journal of Human Resource and Business Administration, 2(3): 282-289.
[25] Kumarasinghe, S., Lee, C. and Karunasekara, C. 2019. Comparing local and foreign perceptions of service quality of five-star hotels in Sri Lanka. Journal of Quality Assurance in Hospitality and Tourism, 20(1): 44–65. DOI: https://doi.org/10.1080/1528008X.2018.1483285
[26] Lahapa, J. et al. 2015. A Study of Brand Image towards Customer’s Satisfaction in the Malaysian Hotel Industry, Procedia - Social and Behavioral Sciences, 224 (2016): 149 – 157.
[27] Lewis, R.C. 1983. Getting the Most from Marketing Research. The Cornell Hotel and Restaurant Administration Quarterly, 24(3): 25-3.
[28] Lockyer, T. 2005. The Perceived Importance of Price as One Hotel Selection Dimension. Journal of Tourism Management, 26(4): 529-537. DOI: https://doi.org/10.1016/j.tourman.2004.03.009
[29] Maghzi, A., Abbaspour, B., Eskandarian, M. and Abdul Hamid, A.B. 2011. Brand Trust in Hotel Industry: Influence of Service Quality and Customer Satisfaction, 2nd International Conference on Business, Economics and Tourism Management, vol.24. IACSIT Press, Singapore.
[30] Masoudi, A., Cudney, E. and Paryani, K. 2013. Customer driven hotel landscaping design: a case study. International Journal of Quality & Reliability Management, 30(8): 832-852. DOI:https://ezlibrary.ju.edu.jo:2057/10.1108/IJQRM-May-2011-0070
[31] McCleary, K.W., Weaver, P.A. and Hutchinson, J.C. 1993. Hotel Selection Factors as They Relate to Business Travel Situation. Journal of Travel Research, 32(2): 42-48.
[32] McDaniel, Lamb and Hair. 2006. Introduction to Marketing (8th ed.). Thomson-Southwestern.
[33] Mohamed, B. 2009. Measuring Service Quality in the Five Star Hotels in Jordan. International Journal of Contemporary Hospitality Management, 1–6.
[34] Napierała, T., Napierała, K. and Burski, R. 2020. Impact of Geographic Distribution of COVID-19 Cases on Hotels’ Performances: Case of Polish Cities. Sustainability, 12: 4697. DOI: 10.3390/su12114697
[35] Obinwanne, C., Okechukwu and Nkemdilim, A.E. 2019. Interior Design of Hotel Rooms as a Factor Affecting Customer Satisfaction in Hotels, International Journal of Advanced Studies in Ecology, Development and Sustainability, 6(1): 34-46.
[36] Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1985. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4): 41-50.
[37] Popp, L., et al. 2021. Evaluation of Customer Experience and Satisfaction in Luxury Resort Hotels of the Maldives. Journal of Environmental Management and Tourism, 12(8): 2099 - 2108. Available at: https://journals.aserspublishing.eu/jemt/article/view/6654
[38] Ruys, H. and Wei, S. 1998. Accommodation Needs of Mature Australian Travellers. Australian Journal of Hospitality Management, 5(1): 51-59.
[39] Ryu.Kand and Han.H. 2011. New or repeat customers: How does physical environment influence their restaurant experience? International Journal of Hospitality Management, 56.
[40] Sfenrianto, S., Girsang, A. and Ruman, F. 2016. Analysis of Satisfaction Factor for Development Recommendation Tourism Web System. Journal of Environmental Management and Tourism, 7(1): 156-163. Available at: https://journals.aserspublishing.eu/jemt/article/view/316
[41] Shah, S., Jan, S. and Baloch, Q. 2018. Role of service quality and customer satisfaction in Firm’s performance: Evidence from Pakistan hotel industry. Pakistan Journal of Commerce and Social Science, 12(1): 167–182.
[42] Shankar, V., Smith, A. K. and Rangaswamy, A. 2003. Customer satisfaction and loyalty in online and offline encounters. International Journal of Research in Marketing, 20(2): 153-175.
[43] Siguaw, J.A. and Enz, C.A. 1999. Best practices in hotel architecture, Cornell Hotel and Restaurant Administration Quarterly, 40(5): 44-49.
[44] Sohrabi, B., Raeesi Vanani, I., Tahmasebipour, K. and Fazli, S. 2012. Identification of Criteria and Explaining of Fuzzy Set of Choosing A Hotel, From Perspective of Tourists Residing at Hotels. Human Geography Researches Quarterly, 79: 55-74.
[45] Stipanuk, D.M. 2006. Hospitality Facilities and Management Design. 3rd edition
[46] Turisno, B., Dewi, I., Mahmudah, S. and Soemarmi, A. 2021. Recovery Policy and Proper Management of Mangrove Forests to Preserve Environmental Sustainability and Ecotourism in Bangkalan Indonesia. Journal of Environmental Management and Tourism, 12(8): 2188 - 2193. Available at: https://journals.aserspublishing.eu/jemt/article/vi
[47] Tyas A. F. and Wibowo S.A. 2013. Stretegic Service Analysis Pusako to Increase Occupancy Rate. The Indonesian Journal of Business Administration, 2(4): 460-475.
[48] Wileusky, L. and Buttle, F. 1988. A Multivariate Analysis of Hotel Benefit Bundles and Choice Trade. International Journal of Hospitality Management, 7(1): 24-41.
[49] Xia, H. et al. 2019. Identifying hotel competitiveness based on hotel feature ratings. Journal of Hospitality Marketing & Management, 28(1): 81-100. DOI: 10.1080/19368623.2018.1504366
Published
2022-03-31
How to Cite
AL FAHMAWEE, Emad Al Dein; JAWABREH, Omar A. A..
A Study Architectural and Intangible Environment Affecting Occupancy Rate of Five Stars Business Hotel in Amman.
Journal of Environmental Management and Tourism, [S.l.], v. 13, n. 2, p. 530-545, mar. 2022.
ISSN 2068-7729.
Available at: <https://journals.aserspublishing.eu/jemt/article/view/6909>. Date accessed: 23 nov. 2024.
doi: https://doi.org/10.14505/jemt.v13.2(58).22.
Section
Article
Copyright© 2024 The Author(s). Published by ASERS Publishing 2024. This is an open access article distributed under the terms of CC-BY 4.0 license.