Abstract:

This study aims to explore the influence of hotel ambience on the formation of the overall image, customer satisfaction and customer loyalty intention. The data were collected using onsite surveys done in a couple of 5-stars hotels in Jakarta using self administered questionnaires to 150 respondents. The result shows that four out of the five ambient-condition variables (temperature, odor/aroma, music, and sound level) had significant roles as a stimulus of customers’ overall image, while there are only two out of five ambient-condition variables (music and sound level) that have significant impact on customer satisfaction. Customer satisfactions itself has a positive and significant influence on loyalty intentions. The study implies that hotel management should maintain their hotel ambience as it significantly influences the image of the hotel and customer satisfaction and loyalty.