Service quality in tourism and hospitality.

2009 ◽  
pp. 1-12
Author(s):  
E. Laws
Keyword(s):  
Service Quality ◽  
Tourism And Hospitality

scholarly journals Connecting Big Data and Service Quality Evaluation – Developing a Service Quality Map of the Austrian Hospitality Industry through the Application of Big Data

2017 ◽  
Vol 8 ◽  
pp. 40-54
Author(s):  
Julia Beck ◽  
Margarita Danilenko ◽  
Laura Sperber ◽  
Brenda Wiersma ◽  
Roman Egger
Keyword(s):  
Big Data ◽  
Service Quality ◽  
Hospitality Industry ◽  
Online Reviews ◽  
Comprehensive Overview ◽  
Service Quality Evaluation ◽  
Governmental Institutions ◽  
Extensive Body ◽  
Tourism And Hospitality ◽  
The Impact

The impact of online reviews on guests, hotel owners and other parties is growing in importance. In reference to online reviews, service quality plays a crucial role in hotel diff erentiation and influencing the choice of accommodation made by travellers. Thus, online reviews represent a valuable source of information about perceived service, that has not been fully exploited yet. This research paper attempts to look more closely at this extensive body of data. The authors have conceptualized a tool that assists governmental institutions, DMOs and investors in decision making. This tool accumulates intelligent data and provides a comprehensive overview of the Austrian hospitality industry and its service quality standards. It allows the user to conduct specific queries on how a certain dimension of service quality is perceived. The results can be either visualized on a density map or extracted as a structured .csv file for further analysis.The GAZE Journal of Tourism and Hospitality Vol. 8, 2017, page: 40-54

scholarly journals Hotel Attributes Influencing International Tourists’ Satisfaction and Loyalty

2017 ◽  
Vol 7 ◽  
pp. 44-61 ◽  
Author(s):  
Rojan Baniya ◽  
Prajwal Thapa
Keyword(s):  
Service Quality ◽  
Significant Role ◽  
The Other ◽  
Regression Analyses ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Revisit Intention ◽  
Hotel Service ◽  
Security Business ◽  
Tourism And Hospitality

This study investigates the influence of hotel attributes on satisfaction of 119 international tourists visiting to Nepal. It further analyzes the effect of satisfaction from hotels on revisit intention and recommendations by international tourists. 119 international tourists visiting to Nepal participated in the study. Correlation and multiple regression analyses were conducted to test hypotheses. Our result shows that among various hotel attributes, service quality and room & front desks plays significant role in satisfaction of international tourists. The other attributes like security, business facility, value, food and recreation and security were found to beinsignifi cant. Furthermore, satisfaction was found to be Significant predictor of both attitudinal loyalty i.e. intentional loyalty and behavioral loyalty i.e. revisit intention. There are lots of practical and research implications of the findings like it’s a lesson for Nepal Tourism Board, Hotel Association of Nepal and other related stakeholders. It guides them as where to focus their energy in terms of generating satisfaction and loyalty from international tourists in case of hotel service. Journal of Tourism and Hospitality EducationVol. 7, 2017, page : 44-61

scholarly journals Do Green Practices in the Hotel Attract Customer to Revisit? A Study in a Green Hotel in Surakarta

2020 ◽  
Vol 9 (2) ◽  
pp. 170-178
Author(s):  
Septin Puji Astuti ◽  
Yuni Ermawati
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Determinant Factors ◽  
Revisit Intention ◽  
Green Hotel ◽  
The Republic ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality

The Ministry of Environment of the Republic of Indonesia encourages sustainable tourism and hospitality industry to achieve green hotel and green tourism in 2020. Rumah Turi as one of hotel destinations in the middle of Surakarta has provided green practice and facilities in the hotel. This study intends to investigate the determinant factors of revisit intention to Rumah Turi. This study is conducted to hotel customers who have visited Rumah Turi. Sample of this study is 131 customers of Rumah Turi from various cities in Indonesia. Five independent variables, i.e. green practice, service quality, facility, price and location, are applied in this study to be identified of their influence to revisit intention. By implementing linear multiple regression analysis, it is found that this study unable to make evidence that service quality and price influence customer to have the intention to revisit Rumah Turi. However, by using moderated multiple regression analysis, this study has proven three models of the determinant factors of revisit intention. The first model (Model 3) is, the moderator of service quality to facility and the moderator of price to location, in addition to green practice have significantly influenced revisit intention. Second model is Model 4, where green service and service quality are the moderators of facility and price as the moderator of location have significantly influenced to revisit intention. Third model is Model 5, where service quality, price and green practice are the moderators of facility altogether with location have significantly influenced revisit intention.

scholarly journals SERVICE QUALITY IMPROVEMENT FOR SENIOR TOURISTS AT HOTELS AND RESORTS IN THE PERCEPTION OF SERVICE PROVIDERS: NAKHON RATCHASIMA, THAILAND

2020 ◽  
pp. 56-61
Author(s):  
Thanasit Suksutdhi
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Service Providers ◽  
Service Development ◽  
Quality Model ◽  
Five Dimensions ◽  
Interview Method ◽  
Tangible Assets ◽  
Depth Interview ◽  
Tourism And Hospitality

This research aims to investigate the perceptions of service quality improvement among the senior tourists staying in hotels and resorts of the Nakhon Ratchasima province. This qualitative research uses Parasuraman, Zeithaml and Berry’s (1990) service quality model as a theoretical conceptual framework. The in-depth interview method was applied to collect data from five hotel and resort providers in Nakhon Ratchasima province of Thailand. Findings of the content analysis show that hotel and resort managers place great importance on all five dimensions of service quality: 1) Tangible assets, 2) Reliability, 3) Responsiveness, 4) Assurance, and 5) Empathy. Importantly, managers value front-line employees and safety because these are the key factors in attracting senior tourists to hotels and resorts. The findings of this study can be used as guidelines in further improvement of service quality which will benefit the hotel and resort operators as well as government agencies responsible for tourism and hospitality service development.

scholarly journals The Role of Perceived Quality on High-Speed Railway Tourists’ Behavioral Intention: An Application of the Extended Theory of Planned Behavior

2021 ◽  
Vol 13 (22) ◽  
pp. 12386
Author(s):  
Zhiqiang Hou ◽  
Lena Jingen Liang ◽  
Bo Meng ◽  
HwanSuk Chris Choi
Keyword(s):  
Theory Of Planned Behavior ◽  
Service Quality ◽  
Planned Behavior ◽  
High Speed ◽  
Perceived Quality ◽  
Mediating Effect ◽  
High Speed Railway ◽  
Travel Restrictions ◽  
Travel Industry ◽  
Tourism And Hospitality

Since the COVID-19 pandemic, airlines worldwide have enforced strict travel restrictions, driving passengers to seek alternative transportations such as High-Speed Railway (HSR). Nevertheless, the current understanding of HSR travelers’ behavior is scarce. Moreover, despite the extensive application of the Theory of Planned Behavior (TPB) to explain and predict patrons and tourists’ behavior in the tourism and hospitality context, little research has employed this theory to examine HSR travelers’ processes in making travelling decisions. This study developed a research model by integrating perceived quality into the TPB and examined the relation between HSR passengers’ service quality and intention to travel in the future and the mediating effect of TPB attributes. It is found that perceived train service quality and perceived travel quality have a significant influence on the TPB attributes, which further influence HSR travelers’ travel intention. This study contributes practical implications to destinations and the travel industry that they might attract visitors by marketing the corresponding HSR train service quality and travel experience quality. This also provides recovery guidelines for the transportation and travel industry after the COVID-19 pandemic.

Co-creation and co-destruction of service quality through customer-to-customer interactions

2019 ◽  
Vol 31 (3) ◽  
pp. 1309-1329 ◽  
Author(s):  
Jiaqi (Gemma) Luo ◽  
IpKin Anthony Wong ◽  
Brian King ◽  
Matthew Tingchi Liu ◽  
GuoQiong Huang
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Service Encounters ◽  
Content Type ◽  
Convenience Sampling ◽  
Tourism And Hospitality ◽  
The Relationship ◽  
Practical Implications

Purpose This study draws on the service-dominant (S-D) logic paradigm to examine value co-creation and co-destruction. As these phenomena are driven by positive and negative “customer-to-customer” (C2C) interactions, this paper aims to examine their influence on tourist perceptions of service quality and how they shape affective responses toward tourism and hospitality services and brand loyalty. Design/methodology/approach Following a comprehensive literature review, the authors used convenience sampling to gather a large sample of tourists at Shanghai Disneyland, a recently opened and already popular international tourism attraction. Structural equation modeling was used to test for direct and moderated relationships. Findings The findings indicated that positive and negative C2C interactions have significant though differential impacts on customer responses. Furthermore, it was found that visitor arousal mediated the relationship between service quality and brand loyalty. Prior experience was identified as a moderator in the co-creation and co-destruction process during service encounters. Practical implications This paper is one of the first to examine the concept of co-destruction in the tourism and hospitality context. It contributes to the literature by demonstrating the merits of proactive service provision by tourism operators, taking account of both the co-creation and co-destruction of value. Originality/value The study extends the literature by taking account of both positive and negative C2C interactions when examining co-creation and co-destruction in the context of service encounters. It also contributes to knowledge by assessing the asymmetry of such interactions in the context of the customer experience.

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