Exploring the Relationship Between Hotel Classification System and Service Quality: A Case Study of the Indian Hotel Industry

Surabaya as the capital of East Java Province has a tourism attraction based on mangrove ecosystems namely Wonorejo Mangrove Ecotourism. Interest to the growth of loyalty to the destination depends on service quality, motivation, and destination image. Service quality as the heart of marketing and one of the concepts of loyalty success determines the sustainability of a tourist destination in the future. In addition, motivation is also considered as the main driver for traveling. However, this depends on destination image in the minds of tourists. The purpose of this study was to analyze the direct and indirect relationship between service quality and motivation towards destination loyalty, which is mediated by destination image. From 276 online and offline questionnaires distributed to local tourists who visited or visited the Wonorejo Mangrove Ecotourism in the past years, 182 questionnaires were filled in completely. Data analysis used WarpPLS to examine the relationship of influence between variables. The results showed that service quality and motivation had a positive and significant effect on destination loyalty directly or mediated by destination image. Destination loyalty can be effectively increased by encouraging visitor motivation supported by an increase in destination image because the value of the total influence was at the largest of 0.443.

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Assessing Customer Satisfaction Towards Service Quality in the Hospitality Industry

Jurnal Intelek ◽

10.24191/ji.v16i1.365 ◽

2021 ◽

Vol 16 (1) ◽

pp. 67-73

Author(s):

Siti Rapidah Omar Ali ◽

Siti Norsuhaizam Norizan ◽

Nur Shafini Mohd Said ◽

Khalid Amin Mat ◽

Fatanah Jislan

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Sampling Method ◽

Service Industry ◽

Hotel Industry ◽

Three Dimensions ◽

Hotel Management ◽

Convenience Sampling ◽

The Relationship ◽

Survey Approach

It is proven true that the main subjects addressed by every service industry nowadays are service quality and customer satisfaction. Hence, virtuous customers’ evaluation of services is crucial for the firms. Delivering good quality service is leading to attain today’s competitive environment. This study attempts to assess the relationship between service quality and customer satisfaction in the hotel industry in Malaysia. SERVQUAL model of service quality has been used to measure the relationship between three independent variables namely Tangibility, Reliability and Responsiveness and a dependent variable that is customer satisfaction. A number of 217 hotel guests in a three-star hotel in Kuala Terengganu were selected as a sample by using a convenience sampling method. The questionnaire was used as a research instrument in a survey approach. The findings indicated that all three dimensions of service quality have a positive relationship with customer satisfaction. Responsiveness seems to be the most significant factor in satisfaction. This study contributes to the enhancement and standardization of service quality management in firms especially the hotel industry in Malaysia. The findings would offer better understanding and recommendations for hotel management transformation and practices.

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