Impact of Indoor Environmental Quality on Hotel Guests’ Behaviors

ABSTRACT This study explores the impact of indoor environmental quality (IEQ) (i.e., indoor air quality, thermal comfort, acoustic quality, and interior space and furnishings) on overall service quality (OSQ), customer satisfaction, and customer loyalty. Hotel guests were selected to examine the proposed IEQ model developed grounded on the Mehrabian-Russell model and Bitner’s conceptual model. To analyze the data, the PLS-SEM was utilized. Results indicate the following significant relationships: between interior space and furnishings and OSQ, between interior space and furnishings and customer satisfaction. Results also show that two significant factors influencing customer satisfaction are thermal comfort and IAQ. In turn, they influence customer loyalty. Implications for researchers and managers are discussed.