Hotel Services Quality for Tourists in Transit

2021 ◽  
Vol 12 (4) ◽  
pp. 1120
Author(s):  
Ronald CAMPOVERDE AGUIRRE ◽  
Mauricio CARVACHE-FRANCO ◽  
Wilmer CARVACHE-FRANCO
Keyword(s):  
Services Quality ◽  
Validity And Reliability ◽  
Multivariate Technique ◽  
Final Destination ◽  
Confirmatory Factor ◽  
Hotel Service ◽  
Perception Model ◽  
Hotel Service Quality ◽  
Hotel Managers ◽  
In Transit

This article aims to empirically validate a perception model of hotel service quality for short-stay tourists in transit by applying the SERVPERF model. Thus, 364 foreign tourists in transit in Guayaquil, Ecuador, whose final destination was the Galapagos Islands, were interviewed. The Confirmatory Factor Analysis (CFA) multivariate technique was adopted to evaluate the scales' validity and reliability. The results confirm the SERVPERF model’s psychometric properties for the hotel services quality evaluation. The findings will contribute to hotel managers decision making.

HOTEL SERVICES QUALITY ASPECTS

2021 ◽  
pp. 97-113
Author(s):  
Yuliia Navrozova ◽  
Keyword(s):  
Services Quality ◽  
National Standard ◽  
Quality Aspects ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Quality Mark ◽  
Relationship Of ◽  
Strategic Quality Management ◽  
The Relationship ◽  
The City

The article defines the concept of hotel service quality as a set of properties and characteristics of hotel services, formed by the relationship of all stakeholders in their provision, potentially or actually able to most effectively meet the established and expected needs of customers. Comparison of requirements for hotel categories set by standards of different countries: Criteria 2015-2020 HotelStars system, The Diamond standard, National rating Quality mark from TGCSA, State Russian system and Ukraine DSTU 4269: 2003 showed a certain obsolescence and irrelevance of the requirements of the National standard for certain criteria. In addition, DSTU 4269: 2003 does not have a block of quality indicators.In Ukraine in 2019, 131 hotels were inspected for compliance with the National Standard, which is three times more than the previous year (43 in 2018), most of which were set the category of «4 stars» – 48. The leader in the total number of surveyed hotels is the Kiev region – 34 hotels. The Kiev region is also the leader in the number of hotels, which were awarded the category of «3 stars» – 14 hotels and «4 stars» – 13 hotels in 2019. According to the number of hotels, which were awarded «5 stars», the leader was the Odessa region – 8 hotels in 2019 received this status mainly in the city of Odessa.The choice of hotel services quality aspects is a priority in its evaluation. The author proposes to expand the list of criteria according to the SERVQUAL methodology and to assesses the hotel services quality in terms of materiality, tangibility, reliability, safety, responsiveness, cogency, speed, empathy, accessibility, flexibility, guarantees, strategic quality management and quality control.Each of the 12 quality aspects is revealed by a set of individual quality indicators and determined by a comprehensive indicator, will calculate the integrated level of hotel services qua-lity, assess indicators in dynamics and in comparison with other hotels, and in the future assess the readiness of hotels to reach the international level.Keywords: quality, hotel, service, aspect, standard, category.

EXAMINING SUBJECTIVE AND OBJECTIVE E-COMPLAINTS AND SERVICE QUALITY IN BANGKOK HOTELS

2021 ◽  
Vol 27 (2) ◽  
pp. 429-448
Author(s):  
Aswin Sangpikul
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Service Improvement ◽  
Secondary Source ◽  
Five Dimensions ◽  
Customer Complaints ◽  
Complementary Approach ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Hotel Managers

Purpose – There are few studies examining the reliability of e-complaints in the hotel industry. This topic is important for hotel managers as it can help them in distinguishing emotional complaints from factual complaints. Therefore, this study aims to examine and classify customers’ e-complaints regarding hotel service quality and classify them into subjective and objective categories based on factual and non-factual opinions. Design/methodology – Content analysis and descriptive statistics were employed to analyse the data (e-complaints about Bangkok hotels) collected from a secondary source. Findings – It was found that approximately 54% of e-complaints regarding service quality in Bangkok hotels were objective complaints (factual opinions) while 46% were subjective complaints (personal feelings). The study indicated that customer complaints resulted from hotel performance which was below than customer expectations. In addition, both types of e-complaint were found to be associated with the five dimensions of SERVQUAL, implying that hotels still had problems with service delivery in all service dimensions. Originality of the research – Due to the insufficient literature on the reliability of customer ecomplaints in the hotel industry, this study identified the characteristics of subjective and objective e-complaints and their relationship with SERVQUAL, thereby extending knowledge of ecomplaints and service quality in the hotel industry. The findings are expected to assist hotel managers in better understanding the nature of online complaints, thus offering a complementary approach to service improvement.

How do international tourists perceive hotel quality?

2014 ◽  
Vol 26 (3) ◽  
pp. 470-495 ◽  
Author(s):  
Ibrahim Taylan Dortyol ◽  
Inci Varinli ◽  
Olgun Kitapci
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Content Type ◽  
Turkish Culture ◽  
Hotel Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality And Reliability ◽  
Hotel Service Quality ◽  
Hotel Managers

Purpose – The aim of this paper is to identify tourists' perceptions of services provided by hotels in Antalya/Turkey and to explore hotel service quality dimensions. Specifically, the objectives are as follows: to identify the dimensions of hotel service quality, and to determine the relative impact of those dimensions on customer satisfaction levels, on customer value and on customers' intentions to recommend or revisit a hotel. Design/methodology/approach – The present study uses the framework which originally appeared in Juwaheer's study investigating international tourists' perceptions of hotels in Mauritius. In this framework ten hotel service quality dimensions were defined by factor analysis and then the most important dimensions for each component were determined using stepwise regression analysis. Findings – Of the ten hotel service quality dimensions, “tangibles” and “food quality and reliability” influence the customer satisfaction level the most. Customer value is explained by five dimensions which generate 37.8 percent of the variance. “Hotel employees and problem solving”, “transportation”, “food quality and reliability”, “climate and hygiene”, “level of price”, “tangibles”, “interaction with Turkish culture” and “friendly, courteous and helpful employees” are the main dimensions which affect whether a guest will recommend a hotel. “Tangibles”, “interaction with Turkish culture”, and “level of price” are seen as the most influential dimensions in terms of customers' intentions to revisit a hotel. Research limitations/implications – The basic limitation of the study is the unexplained variance, which is the result of the regression analysis. Therefore, future research should aim to determine the factors explaining that variance. Practical implications – In light of these findings, hotel managers in Antalya can better understand their guests' priorities and consequently, they can arrange their service encounter process accordingly to fulfill these priorities. Originality/value – This study presents potentially valuable information for hotel managers in Antalya with regards to understanding customer value and satisfaction, which are the key elements in terms of guests revisiting a hotel and recommending it to others. As providing an opportunity for a comparative study of service quality searches, this study contributes to the field.

scholarly journals Dimensions of Hotel Service Quality in Mongolia

2017 ◽  
Vol 5 (2) ◽  
pp. 141
Author(s):  
Lkhamtseden Badarch ◽  
Altanchimeg Zanabar
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Hotel Industry ◽  
Quality Model ◽  
Customer Expectations ◽  
Specific Dimension ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Hotel Managers ◽  
Almost All

Service quality has emerged as an important area in the hotel industry for decades. Thus, it is essential that service providers understand customer expectations and perceptions as well as the factors that influence their evaluation and satisfaction with the provided service. Hotel industry is growing each year in Mongolia. Realizing the increase in competition among hotels, hotel managers are focusing on improving the elements which contribute to service quality for customers of the hotel industry in Mongolia. The quality of service in hotel industry is an important factor of successful business. This study identifies the effects of various elements of hotel industry which affects customer satisfaction. Almost all researchers utilized service quality model and adopted their SERVQUAL instrument, based on the concept that service quality differs from industry to industry. Examining additional dimensions, identified by customers, it should be included in the service quality concept. Further, the level of importance of each specific dimension for the users of hotel services in Mongolia is then measured.

Factorial Structure of the Therapist Adherence Measure-Revised (TAM-R) Within Multisystemic Therapy

2020 ◽  
Vol 36 (2) ◽  
pp. 427-431
Author(s):  
Aurelie M. C. Lange ◽  
Marc J. M. H. Delsing ◽  
Ron H. J. Scholte ◽  
Rachel E. A. van der Rijken
Keyword(s):  
Factor Analysis ◽  
Factor Structure ◽  
Factor Model ◽  
Multisystemic Therapy ◽  
Model Fit ◽  
Validity And Reliability ◽  
Adherence Measure ◽  
Therapist Adherence ◽  
Confirmatory Factor ◽  
The Us

Abstract. The Therapist Adherence Measure (TAM-R) is a central assessment within the quality-assurance system of Multisystemic Therapy (MST). Studies into the validity and reliability of the TAM in the US have found varying numbers of latent factors. The current study aimed to reexamine its factor structure using two independent samples of families participating in MST in the Netherlands. The factor structure was explored using an Exploratory Factor Analysis (EFA) in Sample 1 ( N = 580). This resulted in a two-factor solution. The factors were labeled “therapist adherence” and “client–therapist alliance.” Four cross-loading items were dropped. Reliability of the resulting factors was good. This two-factor model showed good model fit in a subsequent Confirmatory Factor Analysis (CFA) in Sample 2 ( N = 723). The current finding of an alliance component corroborates previous studies and fits with the focus of the MST treatment model on creating engagement.

Guilt and Shame Proneness Scale (GASP) Adaptation and Psychometric Properties in Spanish Population

2018 ◽  
Author(s):  
Miquel Alabèrnia-Segura ◽  
Guillem Feixas ◽  
David Gallardo-Pujol
Keyword(s):  
General Population ◽  
Psychometric Properties ◽  
Social Research ◽  
Spanish Version ◽  
English Speakers ◽  
Validity And Reliability ◽  
Shame Proneness ◽  
Confirmatory Factor ◽  
Back Translation ◽  
Adequate Reliability

Aims:To develop a Spanish version of the Guilt and Shame Proneness Scale (GASP) and evaluate its psychometric properties among a population in Spain.Methods:A Spanish version of the Guilt and Shame Proneness Scale (GASP) was developed by a Spanish and English speakers through translation and back-translation. The translated GASP was administered to a sample of Spanish general population. The validity and reliability of the scale were tested using standard statistical methods.Results:The translated version of the GASP scale was found to have outstanding domain coherence and language clarity. The tested scales have adequate reliability (>0.55). It is clear evidence of reliability given that the GASP is a scenario-based measure with only four items in each subscale. Confirmatory factor analysis confirmed the four-factor solution by yielding adequate results. Conclusions:This study presents the first validation of the GASP questionnaire with Spanish general population. GASP instrument was found to have satisfactory psychometric properties, resulting in a new moral and social research tool.

Moral Identity Questionnaire (MIQ) Adaptation and Psychometric Properties in Spanish Population

2018 ◽  
Author(s):  
Miquel Alabèrnia-Segura ◽  
David Gallardo-Pujol ◽  
Guillem Feixas
Keyword(s):  
General Population ◽  
Psychometric Properties ◽  
Moral Identity ◽  
Social Research ◽  
Spanish Version ◽  
English Speakers ◽  
Validity And Reliability ◽  
Confirmatory Factor ◽  
Back Translation ◽  
Adequate Reliability

Aims:To develop a Spanish version of the Moral Identity Questionnaire (MIQ) and evaluate its psychometric properties among a population in Spain.Methods:A Spanish version of the Moral Identity Questionnaire (MIQ) was developed by a Spanish and English speakers through translation and back-translation. The translated MIQ was administered to a sample of Spanish general population. The validity and reliability of the scale were tested using standard statistical methods.Results:The translated version of the MIQ scale was found to have outstanding domain coherence and language clarity. The tested scales have adequate reliability (>0.55). Confirmatory factor analysis confirmed the two-factor solution by yielding adequate results. Conclusions:This study presents the first validation of the MIQ questionnaire with Spanish general population. MIQ instrument was found to have satisfactory psychometric properties, resulting in a new moral and social research tool.

scholarly journals Validity and reliability of the lederman Prenatal Self-Evaluation Questionnaire (PSEQ) in Brazil

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Janiny Lima e Silva ◽  
Matheus de Sousa Mata ◽  
Saionara Maria Aires Câmara ◽  
Íris do Céu Clara Costa ◽  
Kleyton Santos de Medeiros ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Pregnant Women ◽  
Internal Consistency ◽  
Intraclass Correlation ◽  
Psychosocial Adaptation ◽  
Validity And Reliability ◽  
Evaluation Questionnaire ◽  
Self Evaluation ◽  
Confirmatory Factor

Abstract Background The Lederman Prenatal Self-Evaluation Questionnaire (PSEQ) is used to assess psychosocial adaptation to pregnancy, labor, childbirth, and maternity. The PSEQ is a tool used in various countries and has been translated into Portuguese; however, it needs to be validated in Brazil. This study aimed to analyze the validity and reliability of the PSEQ in Brazilian pregnant women. Method This methodological validity study investigated internal consistency and reliability using Cronbach’s alpha and intraclass correlation coefficients. Construct validity was assessed using Pearson’s correlation between domains and confirmatory factor analysis. To assess concurrent validity, Pearson’s correlation between the different domains of the PSEQ and Prenatal Psychosocial Profile-Portuguese Version (PPP-VP) was determined. The level of significance was set at 5%. Results This study included 399 pregnant women in the northeastern region of Brazil. The internal consistency and reliability of the total PSEQ score were high (Cronbach's alpha = 0.89; intraclass correlation coefficient = 0.95). Validity analysis showed positive and significant correlations between all PSEQ domains, ranging from 0.14 to 0.56. Confirmatory factor analysis demonstrated the following values of goodness of fit: RMSEA = 0.05, SRMR = 0.08, CFI = 0.61, χ2/df = 1.77. The discriminant and concurrent validities of the PSEQ were confirmed. Conclusions The Portuguese version of the PSEQ has adequate psychometric properties and is a valid and reliable tool to evaluate psychosocial adaptation to pregnancy in Brazilian pregnant women.

scholarly journals Evidence of validity and reliability of the adaptive functioning scale for intellectual disability (EFA-DI)

2020 ◽  
Vol 33 (1) ◽  
Author(s):  
Thais Selau ◽  
Mônia Aparecida da Silva ◽  
Euclides José de Mendonça Filho ◽  
Denise Ruschel Bandeira
Keyword(s):  
Intellectual Disability ◽  
Adaptive Functioning ◽  
Validity And Reliability ◽  
Theory Analysis ◽  
International Context ◽  
Systematic Assessment ◽  
Diagnostic And Statistical Manual ◽  
Item Response Theory Analysis ◽  
New Instrument ◽  
Confirmatory Factor

Abstract Intellectual disability (ID) is a developmental disorder characterized by deficits in intellectual functioning and adaptive behavior. The fifth edition of the Diagnostic and statistical manual of mental disorders (DSM-5) defines adaptive functioning as a severity measure of ID. The availability of tests in the international context to assess this construct has increased in recent years. In Brazil, however, non-systematic assessment of adaptive functioning, such as through observation and interviews, still predominates. The Escala de Funcionamento Adaptativo para Deficiência Intelectual EFA-DI [Adaptive Functioning Scale for Intellectual Disabilities] is a new instrument developed in Brazil to assess the adaptive functioning of 7- to 15-year-old children and support the diagnosis of ID. This study’s objectives were to investigate evidence of validity related to the EFA-DI’s internal structure, criterion validity, and reliability. The psychometric analyses involved two statistical modeling types, confirmatory factor analysis (CFA) and item response theory analysis (IRT). These results highlight the EFA-DI scale’s strong psychometric properties and support its use as a parental report measure of young children’s adaptive functioning. Future studies will be conducted to develop norms of interpretation for the EFA-DI. This study is expected to contribute to the fields of psychological assessment and child development in Brazil.

Animal Supply

2021 ◽  
pp. 544-556
Author(s):  
Michael MacKinnon
Keyword(s):  
Professional Organizations ◽  
Final Destination ◽  
Roman World ◽  
Large Numbers ◽  
Animal Bones ◽  
In Captivity ◽  
Exotic Animal ◽  
Roman Antiquity ◽  
In Transit

Animals of all types, be these domestic or wild, native or exotic, were routinely required for spectacles and events in the Graeco-Roman world, most notably, perhaps, in the context of the amphitheatre games of Roman antiquity. Behind such events, however, lay networks involved in the capture, transport, and supply of these animals. The integration of ancient textual, iconographical, and archaeological (including zooarchaeological) evidence provides the requisite data to investigate these aspects. Available ancient textual and artistic evidence suggest that soldiers and professional hunters, assisted by civilians and natives as required or demanded, undertook many of these tasks. Guilds or professional organizations of wild beast hunters and merchants provided further administrative, technical, financial, and transport assistance. Equipment involved in capturing the animals varied depending upon factors such as the size, age, or ferocity of the animal, but included a range of nets, cages, and traps, among other methods. Extrapolation from more modern practices, however, suggests that baiting and ambushing, arguably somewhat less noble or brave tactics, likely characterized much of exotic animal capture in antiquity. Treatment for many of these animals, in transit to their final destination, was probably poor; large numbers certainly perished during transport or while in captivity. Available zooarchaeological evidence helps locate exotic animal bones across different contexts in the ancient Graeco-Roman world, including beasts presumably involved in amphitheatre games, but also provides tempering evidence to downplay the magnitude of numbers actually supplied to such events, as is attested in ancient textual and iconographical data.

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