The Sequential Mediation in Online Repatronage Intention Model for Shariah Hotels among Muslim Customers in Malaysia

Yaty Sulaiman, Maria Abdul Rahman, Nik Kamariah Nik Mat
School of Business Management, College of Business, Universiti Utara

Rusnifaezah Musa
Faculty of Business Management, AIMST University


Malaysia has taken an initiative to become an Islamic hub by introducing Islamic hotels. Islamic hotels cater according to Islamic practices for more than a billion Muslims. Only 10 percent out of 5520 hotels comply with Shariah requirements. This shows that knowledge of Shariah compliant hotel is needed. Currently, a comprehensive standardisation does not exist. Hotel operators are operating with their own compliant strategies. This research aims to provide an authentication of a Shariah compliant hotel. A self administered online survey was done to obtain the responses. A total of 395 data was cleaned from missing cases and outliers. The indicator reliability, internal consistency reliability, convergent validity, and discriminant validity were used to analyse the model adapted, and the structural model used the bootstrapping method via SmartPLS version 3.2.9. The findings revealed that the desire to stay and the Shariah compliant attributes (SCA) were significant towards the online repatronage intention among Muslim customers of Shariah compliant hotels. The findings postulated that the significant relationship of the sequential path is only for hotel image to service quality to Shariah compliant attributes, and towards the overall satisfaction.

Keywords: Desire to stay, Hotel image, Online repatronage intention, Overall satisfaction, Service quality, Shariah compliant attributes