An examination of the relationships between physical environment, perceived value, image and behavioural intentions: a SEM approach towards Malaysian resort hotels

Abstract

This purpose of this study is to examine the effects of physical environment, perceive value and image on customers’ behavioural intentions in Malaysian resort hotels. Data were collected from 280 guests of resort hotels in 2 different tourist spots in Malaysia using a survey questionnaire. Convenience sampling was used to draw the sample. SEM approach was used in the study to assess the model. The major findings are guests with higher perceptions of the physical environment are more likely to have positive perceived image, value and behavioural intentions. Therefore, resort hotels in Malaysia need to pay attention to develop and maintain better physical environments so that positive perceptions of image and value can be developed to create customers’ positive behavioural intentions