A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors

This study attempts to explain the influence of personal and hotel factors on the expectation level of hotel hospitality as well as to propose a scale to measure commercial hospitality for hotel services. A total of 101 local and international hotel guests were involved in the study. The results revealed that the expectations of hotel hospitality are influenced by personal factors such as gender, purpose of stay, nationality, and private domain of hospitality. The hotel's star rating is the only hotel factor that might have strong association with hotel hospitality.

► Hotel hospitality can be explained by five dimensions namely personalization, warm welcoming, special relationship, straight from the heart and comfort. ► The level of expectation on hotel hospitality are influenced by personal factors such as gender, purpose of stay, nationality as well as private domain of hospitality. ► The only hotel factor that influence hotel hospitality is the hotel's star rating.