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Cornell Hospitality Quarterly
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Identifying the Dimensions of the Guest's Hotel Experience

Bonnie J. Knutson

School of Hospitality Business, Eli Broad College of Business, Michigan State University, drbonnie{at}msu.edu

Jeffrey A. Beck

School of Hospitality Business, Eli Broad College of Business, Michigan State University, beck{at}bus.msu.edu

Seunghyun Kim

School of Hospitality Business, Eli Broad College of Business, Michigan State University, kimseung{at}bus.msu.edu

Jaemin Cha

School of Hospitality Business, Eli Broad College of Business, Michigan State University, chajaemi{at}bus.msu.edu

This article identifies the underlying dimensions of a guest's hotel experience, using data from a web-based survey of guests at a midwestern hotel and conference center. This study finds that the dimensions obtained in exploratory factor analysis can be replicated by confirmatory factor analysis with the same data set. These scale-development procedures result in an eighteen-item index consisting of four factors: environment, accessibility, driving benefit, and incentive. This four-factor structure of Hotel Experience Index also shows evidence of both convergent and discriminant validity.

Key Words: hotel guests' experience • Hotel Experience Index • exploratory factor analysis • confirmatory factor analysis • scale development

Cornell Hospitality Quarterly, Vol. 50, No. 1, 44-55 (2009)
DOI: 10.1177/1938965508326305
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