Moderating role of religion in the relationship between SERVQUAL dimensions and hotel guest satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Precious Chikezie Ezeh ◽  
Titus Chukwuemezie Okeke ◽  
Anayo D. Nkamnebe
Keyword(s):  
Service Quality ◽  
Moderating Effect ◽  
Content Type ◽  
Guest Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Role Of Religion ◽  
The Relationship ◽  
Moderating Role

Purpose Religion is one of the factors that are considered in developing marketing strategy. Therefore, the purpose of this study is to examine the moderating role of religion (Islam and Christianity) in the relationship between SERVQUAL dimensions and satisfaction of hotel guest in Nigeria. Design/methodology/approach The data for this study was collected from 400 hotel customers in Nigeria (Zamfara and Anambra), and was analyzed using structural equation modeling technique (Amos). Also, composite reliability and average variance extracted were used to test the reliability and validity of the instrument. Findings The study found that religion has a significant moderating effect on the service quality dimensions and hotel guest satisfaction. In other words, there is significant difference on how Muslim and Christian hotel guests evaluate service quality dimensions and satisfaction. Moreover, the result shows that the empathy and assurance dimensions are the most important significant predictors of guest satisfaction. Moreover, religion has significant positive effect on guest satisfaction. Practical implications The study shows that religion significantly moderate the service quality dimensions. Therefore, the hotel management should focus on providing training programs that will enable the employees to offer superior personalized services to strengthen and nurture long-term guest relationships. Originality/value The inclusion of moderating effect of religion made this study very unique. Furthermore, the peculiarity and religious sentiments of the Nigeria business environment made this work outstanding.

Event quality and loyalty among runners with different running involvement levels

2017 ◽  
Vol 8 (3) ◽  
pp. 292-307 ◽  
Author(s):  
Kostantinos Alexandris ◽  
Nicholas Theodorakis ◽  
Kiki Kaplanidou ◽  
Dimitra Papadimitriou
Keyword(s):  
Service Quality ◽  
Environment Interaction ◽  
Sport Event ◽  
Content Type ◽  
Service Environment ◽  
Event Marketing ◽  
Quality Dimensions ◽  
The Relationship ◽  
Moderating Role

Purpose The purpose of this paper is twofold: to investigate if the three service quality dimensions (service environment, interaction and outcome quality), proposed by Brady and Cronin (2001), influence the development of event loyalty, among runners of the “‘Alexander the Great’ International Marathon”, and to test if running loyalty moderates the relationship between event quality and event loyalty. Design/methodology/approach In all, 368 runners participated in the study and filled the Sport Event Quality Questionnaire (Theodorakis et al., 2015) and an adjusted version of the Leisure Involvement Questionnaire (Kyle et al., 2010). Findings The results indicated that only the service environment and outcome dimensions contributed significantly to the prediction of event loyalty, while, and in contrast to other sport services, interaction quality was not shown to be an important determinant for the development of event loyalty. Furthermore, running involvement was shown to play a moderating role in the relationship between event quality and event loyalty. Service quality is more important for the development of event loyalty among low- than high-involved runners. The theoretical and applied implications of these results are discussed. Research limitations/implications The study provided results on how high- and low-involved runners perceive event quality, and for which of these groups the event quality is an important antecedent for the development of event loyalty. Practical implications Investigating the moderating role of involvement on the relationship between service quality and loyalty has also applied value. While committed runners have been traditionally seen as a key target group for event marketing professionals, the majority of runners in city marathons today are more leisure oriented. The increase in the number of leisure runners is actually the reason for the rapid growth of city marathons in the last few years. Meeting the needs of these leisure runners and increasing their loyalty levels is therefore a key task for marathon marketers today. Originality/value This study contributes to the literature, as for the first time it explores the moderating role of involvement on the relationship between service quality and loyalty in the context of a sport event.

Using online travel agent platforms to determine factors influencing hotel guest satisfaction

2020 ◽  
Vol 11 (3) ◽  
pp. 425-445
Author(s):  
Elise Wong ◽  
S. Mostafa Rasoolimanesh ◽  
Saeed Pahlevan Sharif
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Content Type ◽  
Mediating Role ◽  
Guest Satisfaction ◽  
Online Travel ◽  
The Relationship ◽  
Moderating Role

Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships. Design/methodology/approach Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction. Findings The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality. Originality/value OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.

Examining the impact of market orientation on service quality in shipping companies: the role of risk propensity

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Angelos Pantouvakis ◽  
Maria Karakasnaki
Keyword(s):  
Service Quality ◽  
Market Orientation ◽  
Risk Propensity ◽  
Confirmatory Factor Analyses ◽  
Content Type ◽  
The Impact ◽  
First Time ◽  
The Relationship ◽  
Moderating Role

Purpose The purpose of this study is to investigate the relationship between market orientation and service quality in the context of shipping companies. Moreover, this study aims to explore the moderating role of risk propensity in the above-mentioned relationship. Design/methodology/approach A research study was carried out on a sample of 255 shipping companies located in Greece. Data were obtained through a structured questionnaire from the managing directors or other senior executives. Data were analyzed through exploratory and confirmatory factor analyses, while the hypothesized relationships were determined through regression analyzes. Findings The analysis of the empirical data shows that intelligence generation and responsiveness have a positive and significant impact on the service quality of shipping companies. Also, the findings showed that this relationship is influenced by the degree of risk propensity, revealing, thus its moderating role on the market orientation – service quality link. Originality/value The current study contributes to the literature by examining for the first time the moderating role of risk propensity in the relationship between market orientation and service quality. Additionally, this is the first study that attempts to investigate the way the dimensions of market orientation predict service quality in the context of shipping companies.

scholarly journals The effect of perceived scarcity on strengthening the attitude–behavior relation for sustainable luxury products

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jaewoo Park ◽  
Hyo Jin Eom ◽  
Charles Spence
Keyword(s):  
Product Category ◽  
Moderating Effect ◽  
Consumer Attitude ◽  
Content Type ◽  
Responsible Consumption ◽  
Luxury Products ◽  
Attitude Behavior ◽  
The Relationship ◽  
Moderating Role

Purpose This study aims to examine whether, and how, perceived product scarcity strengthens the attitude–behavior relation in the case of sustainable luxury products. Design/methodology/approach Three online studies were conducted to examine the moderating role of perceived product scarcity on the attitude–willingness to pay (WTP) relationship in the case of sustainable luxury products. A preliminary study (n = 208) examined the existence of an attitude–WTP gap toward a sustainable luxury product (i.e. a bag). Study 1 (n = 171) investigated the moderating effect of perceived scarcity induced by a limited quantity message on the relationship between consumer attitude and the WTP for a sustainable luxury product (i.e. a pair of shoes). Study 2 (n = 558) replicated these findings using a different product category (i.e. a wallet) while controlling for demographic variables and examined the moderating role of consumer characteristics on the scarcity effect. Findings Consumers’ perceived scarcity for sustainable luxury products positively moderated the relationship between product attitudes and their WTP for the products. The moderating effect of perceived scarcity was significant for consumers regardless of their tendency toward socially responsible consumption and their preference for product innovativeness. Meanwhile, the scarcity effect was influenced by the consumers’ attitude toward the brand of sustainable products. Practical implications This research provides empirical evidence for marketers with clear managerial implications concerning how to immediately promote consumers’ acceptance of sustainable luxury products. Originality/value This study is the first to examine the role of scarcity strategy on strengthening the attitude–behavior relation for sustainable luxury products.

scholarly journals The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere

2020 ◽  
Vol 16 (4) ◽  
pp. 23-35 ◽  
Author(s):  
Abdullah Uslu ◽  
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Service Quality ◽  
Moderating Effect ◽  
Behavioural Intention ◽  
City Centre ◽  
Confirmatory Factor ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

The aim of this research is to test the relationship between the service quality of restaurants and electronic word-of-mouth (eWOM) communication, satisfaction, and behavioural intention and to analyse the moderating effect of the restaurant atmosphere in the relationship between service quality and eWOM. The population of the research consists of local tourists who come to the restaurants located in the city centre of Diyarbakır. Questionnaires were used to obtain the data of the research. The data were analysed using 385 surveys collected from restaurant customers using package programs (SPSS and AMOS). As a result of explanatory factor analysis, 4 service quality dimensions were determined in restaurants (tangibles, assurance, reliability, empathy), and then confirmatory factor analysis, second-order confirmatory factor analysis, a measurement model, and path analyses were carried out. According to the results of the analysis, it was determined that the service quality dimensions of the restaurants have effects on satisfaction and eWOM. In addition, restaurant atmosphere has been found to have a moderating effect on the effect of service quality dimensions on eWOM in restaurants.

The link between perceived high-performance work practices, employee attitudes and service quality

2018 ◽  
Vol 40 (5) ◽  
pp. 801-821 ◽  
Author(s):  
Panagiotis V. Kloutsiniotis ◽  
Dimitrios M. Mihail
Keyword(s):  
Service Quality ◽  
High Performance ◽  
Banking Sector ◽  
Employee Attitudes ◽  
Equation Modeling ◽  
Employee Outcomes ◽  
Content Type ◽  
The Relationship ◽  
Moderating Role

PurposeThe purpose of this paper is to focus on the Greek banking sector and examine the indirect effects of high-performance work systems (HPWS) on service quality. Specifically, this study examines the effects of employees’ perceptions of HPWS on their trust toward their managers, as well as on service quality, through the mediating role of employee outcomes (measured by job satisfaction and affective commitment). In addition, trust is also tested for its role as a potential mediator and moderator in the relationship between HPWS and employee outcomes.Design/methodology/approachPartial least squares structural equation modeling was used on a sample of 350 front-line employees working in the Greek banking sector.FindingsThe findings showed that employee outcomes mediated the relationship between HPWS and service quality. On the other hand, although trust mediated the relationship between HPWS and employee outcomes, no support was found for its moderating effect. Finally, although not included in the initial analysis, trust was found to play a mediating and moderating role in the relationship between HPWS and service quality.Practical implicationsThis study highlights the vital role that a “trusting” work environment has to play on employee attitudes and outcomes. As this study shows, the positive employee behaviors along with their willingness to accept and support organizational goals influence their level of productivity.Originality/valueThis study sheds lights on the mediating and moderating role of trust in the relationship between HPWS, employee outcomes, and service quality. Finally, implications are drawn for organizations, managers, and practitioners.

Mobile banking service quality: a new avenue for customer value co-creation

2020 ◽  
Vol 38 (5) ◽  
pp. 1107-1132
Author(s):  
Rania B. Mostafa
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mobile Banking ◽  
Content Type ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

PurposeThis paper attempts to investigate the potential effect of mobile banking (m-banking) service quality dimensions (ease of use, usefulness, security/privacy and enjoyment) on customers’ value co-creation intention (CVCCI) in the banking sector.Design/methodology/approachA questionnaire was administered with a sample of 301 respondents from Egypt. Mediation and moderation analyses were performed to explore the role of m-banking service quality, attitude toward using m-banking (ATT-m-banking) and bank trust in shaping CVCCI.FindingsThe empirical evidence confirms the potential role of m-banking service quality dimensions, the ATT-m-banking, and customer trust in developing CVCCI. In addition, the mediation effect of ATT-m-banking in the m-banking service quality dimensions and CVCCI link was demonstrated. Interestingly, trust was not found to have a moderating effect between the ATT-m-banking and CVCCI.Practical implicationsOutcomes of the study will benefit bank managers to allocate resources when developing an m-banking platform, which helps in effectively promoting value co-creation in the banking sector.Originality/valueThis paper is a pioneering study to move the m-banking literature forward beyond the extensively studied m-banking adoption by exploring a longer-term outcome of customer engagement with m-banking, which is CVCCI.

scholarly journals Impacts of service quality on future intentions of loan purchase under the mediating of borrowers’ bank image and moderating Fatwa and Sharia supervisory board reputation

2021 ◽  
Vol 8 (4) ◽  
pp. 29-43
Author(s):  
Mohamed Salih Yousif Ali ◽  
Keyword(s):  
Service Quality ◽  
Supervisory Board ◽  
Purchase Intentions ◽  
Bank Loan ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

The purpose of this study is to test the moderating role of fatwa and Sharia supervisory board unit reputation in the relationship between service quality dimensions and borrowers’ bank image. It will also assess the mediating role of borrowers’ bank image in the relationship between service quality dimensions and future purchase intentions of loans. Questionnaire surveys are used to collect data by convenience sampling from the loan borrowers in Saudi Arabian Islamic banks. Structural equation modeling was performed to analyze 370 usable responses. The study finds that service quality dimensions have varying effects on loans future purchase intentions, the borrowers’ bank image fully and partially mediates the relationship between service quality dimensions and loans future purchase intentions (LFPI), and the fatwa and Sharia supervisory board reputation moderating the influence of service quality responsiveness on borrowers’ bank image. Bank image and fatwa and Sharia supervisory board reputation influences on future purchase intention were assessed by personal loan borrowers, and future studies could be conducted on other bank loan borrowers (corporate) according to their difference in the goal of loaning. The bank managers should be aware of the fatwa board's reputation influences on borrowers’ bank image and loan future purchase intentions. This research adds to the existing body of reputation and image management literature in the Islamic banking context by comprehending how specified service quality dimensions can improve the borrowers’ bank image and increase loan purchase intentions. The study is the first attempt to discover empirical support to the role of fatwa and Sharia supervisory board reputation in increasing the bank’s image and loans future purchase intentions at Islamic banks.

Tax evasion, firm’s value and governance: evidence from Tunisian Stock Exchange

2020 ◽  
Vol 27 (3) ◽  
pp. 781-799
Author(s):  
Olfa Nafti ◽  
Ines Kateb ◽  
Oumaima Masghouni
Keyword(s):  
Tax Evasion ◽  
Design Methodology ◽  
Stock Exchange ◽  
Moderating Effect ◽  
Family Management ◽  
Data Set ◽  
Content Type ◽  
The Relationship ◽  
Moderating Role

Purpose The purpose of this study is to analyze the relationship between tax evasion and firm’s value while determining the moderating role of family management and the ownership’s concentration in this relationship. Design/methodology/approach The empirical study employs a Panel Data set of 34 firms listed on the Tunisian Stock Exchange (TSE) for the period 2007 to 2014. Regression analysis is used to estimate the relationships proposed in the hypotheses. Findings The results show that tax evasion has no direct effect on a firm’s value. This study highlighted the presence of a moderating effect of family management on the relationship between tax evasion and firm’s value. However, no moderating effect of the concentration of property on the mentioned relationship was detected. Originality/value This study represents a first empirical essay focusing on the relationship between tax evasion and firm’s value. Furthermore, it analyzes the moderating effect of some aspects of governance, such as family management and ownership’s structure, on this relationship in a Tunisian context.

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