PHYSICAL FACILITY ATTRIBUTES AND GUESTS’ POST PURCHASE BEHAVIOUR OF HOTEL INDUSTRY
Abstract
This paper examines the relationship between physical facility attributes and post-purchase behavior of hotel guests in Abuja, Nigeria. It focuses on three dimensions of physical facility attributes: aesthetics, ambiance, and amenities, and their impact on two measures of post-purchase behavior: referrals and repeat patronage. The paper employs a quantitative approach with a correlational study design, using a survey questionnaire to collect data from 240 hotel guests. The data is analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the hypotheses. The results reveal a significant positive relationship between aesthetics, ambiance, amenities, and both referrals and repeat patronage. The study found that aesthetics, ambiance, and amenities all play a significant role in shaping guest experiences and driving post-purchase behavior in the hotel industry. By investing in quality aesthetics, ambiance, and amenities, hotels can not only attract new customers but also foster long-term loyalty and sustainable business growth. The paper contributes to the body of knowledge by providing insights into the dynamics of guest satisfaction and loyalty in the hotel industry in Abuja, Nigeria.
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