This analysis assesses guest experience characteristics and their e-WOM intention in five-star hotels, indicating key factors for hospitality stakeholders.
In the digital age, e-WOM shared by experienced hospitality guests is highly valuable, as its perceived authenticity helps reduce potential consumers' uncertainty when selecting accommodation. The purpose of this study is to evaluate the characteristics of guest experience that contribute to electronic word-of-mouth (e-WOM) intention at Five-star rated hotels in Kuala Lumpur. It entails examining aspects like entertaining, educational, esthetic and escapist. Data for this study were gathered through self-administered questionnaires on 130 hotel guests’ who had experienced staying in Five-star rated hotels in Kuala Lumpur. SPSS was performed to analyzed the proposed hypotheses. This highlights the importance for key stakeholders in the hotel industry, particularly the Ministry of Tourism, Arts and Culture Malaysia (MOTAC), as well as hotel managers and operators, to prioritize these factors in order to gain a competitive edge and secure long-term profitability
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Dawood et al. (2025) studied this question.
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