Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry

2018 ◽  
Vol 12 (4) ◽  
pp. 365 ◽  
Author(s):  
Mahbubar Rahman ◽  
Rafikul Islam
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Hotel Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions

scholarly journals The Assessment of Perceived Service Quality Dimensions of Hotel Industry in Bangladesh

2020 ◽  
pp. 105-114
Author(s):  
Mohammed ALAUDDİN ◽  
Syed Mohammad HASİB AHSAN ◽  
Mohammad AKTAR KAMAL ◽  
Mohammad MANJUR ALAM ◽  
Mokaddes AHMED DİPU ◽  
...  
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions

scholarly journals Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis

2014 ◽  
Vol 3 (2) ◽  
pp. 58
Author(s):  
Andriya Risdwiyanto
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Performance ◽  
Research Process ◽  
Customer Needs ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Service Assurance

<p><em>The survey was conducted in the research process to determine the level of customer satisfaction on service quality dimensions of Rural Bank Bakti Daya Ekonomi (BPR BDE) Pakem Sleman, Yogyakarta and to determine the dimensional attributes of services which one is considered the most important by the customer in the decisionmaking of services using in BPR BDE Pakem Sleman, Yogyakarta. This research is based on five variables, namely SERVQUAL i.e. Reliability (ability of the company to provide prompt service and reliable), Responsiveness (responseability or alertness companies to help customers and provide fast service), Assurance (ability, courtesy, and trustworthiness which is owned by the staff, danger free, risk, and doubt), Empathy (the ease of having good communications and able to understand customer needs), and Tangible (physical facilities, equipments, employee performance, and means of communications). The analysis is performed based on an approach of importance performance analysis that show the dimensions of empathy and assurance are considered the most influence on the customers decision to use the services of BPR BDE Pakem Sleman, Yogyakarta. </em></p>

Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA

2016 ◽  
Vol 33 (2) ◽  
pp. 160-177 ◽  
Author(s):  
Reza Dabestani ◽  
Arash Shahin ◽  
Mohammad Saljoughian ◽  
Hadi Shirouyehzad
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Data Envelopment ◽  
Content Type ◽  
High Expectations ◽  
Significant Difference ◽  
Low Expectations ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose – The purpose of this paper is to prioritize service quality dimensions (SQDs) using importance-performance analysis (IPA) and to compare the results for the customer groups segmented by data envelopment analysis (DEA). Design/methodology/approach – Customers of three four-star hotels located in Isfahan have been asked to report on their expectation of service prior to receiving it as well as their perception of the service after receiving it. Afterwards, DEA has been used to assign the customers into two groups of fastidious (with relatively high expectations but low perceptions) and ordinary (with relatively low expectations but high perceptions). Next, IPA has been exploited for prioritizing SQDs in each group. Eventually, the prioritized SQDs in each group have been compared and insightful information has been extracted for further research and practical purposes. Findings – Findings imply that despite occasional similarities, there is a significant difference in the way the two groups value SQDs. Also, the segmented groups have different priorities of SQDs. Research limitations/implications – Findings revealed that in order to decrease the ambiguity of customer voice in prioritizing SQDs, it might be helpful to first segregate the participants based on their attitudes towards the quality of service to have a more congruent sample and then, to analyze the data. Practical implications – In this study, a smarter approach for prioritizing SQDs based on the data of two major groups of customers has been proposed, which can help hoteliers in devoting their resources more efficiently. Originality/value – The combination of DEA and IPA in homogenizing the sample and prioritizing SQDs for each homogenized group within the sample seems relatively novel.

A DEA approach for comparative analysis of service quality dimensions with a case study in hotel industry

2012 ◽  
Vol 12 (3) ◽  
pp. 289 ◽  
Author(s):  
Hadi Shirouyehzad ◽  
F. Hosseinzadeh Lotfi ◽  
Arash Shahin ◽  
Mir. B. Aryanezhad ◽  
Reza Dabestani
Keyword(s):  
Comparative Analysis ◽  
Service Quality ◽  
Hotel Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Dea Approach

scholarly journals Analysis of the Effect of Service Quality Dimensions on Customer Loyalty through Perceived Value, Image, Consumption Emotion and Customer Satisfaction on Shangri-La Hotel Customers in Surabaya

2021 ◽  
Vol 6 (2) ◽  
pp. 307-320
Author(s):  
Laurentius Calvin Setia ◽  
Ronald Ronald ◽  
Amelia Amelia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Data Processing ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Perceived Value ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Hotel Customers

The growth of the hospitality industry in Indonesia shows a significant number. In this case requires the company to be able to meet customer needs and adjust customer desires in the overnight process so that the company must be able to detect what the needs and desires of its customers are. Therefore, the presence of Shangri-La Hotel Surabaya is very influential in the development of the hotel industry, especially in Surabaya. This study aims to analyze the effect of Service Quality dimensions on Customer Loyalty through Perceived Value, Image, Consumption Emotion and Customer Satisfaction to the Shangri-La hotel customers in Surabaya. The sample used in this study is 250 respondents. For processing and analyzing data in this study, namely by using Amos version 22.0 as software for data processing. This study has 12 hypotheses and all of them have significant results.

Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry

2013 ◽  
Vol 19 (2) ◽  
pp. 149-164
Author(s):  
Suzana Marković ◽  
Sanja Raspor Janković
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Industry ◽  
Perceived Service Quality ◽  
Hotel Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Hotel Service Quality ◽  
The Relationship

Purpose – The purpose of the present study was to examine the relationship between service quality and customer satisfaction. The main objective was to discuss the impact of perceived service quality dimensions on customer satisfaction in the hotel industry in Croatia. Methodology – The data were collected using self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVQUAL model. Second, customer satisfaction was operationalized with one variable, representing overall satisfaction measure. Third, demographic variables were included. Questionnaires were distributed to domestic and international hotel guests in the Opatija Riviera (Croatia). Descriptive analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed to analyze the data. Findings – Factor analysis identified four dimensions of perceived service quality, namely reliability, empathy and competence of staff, accessibility and tangibles. Multiple regression analysis showed that reliability, accessibility and tangibles had a significant and positive effect on overall customer satisfaction. On the other hand, empathy and competence of staff positively influenced hotel guests’ satisfaction, but this impact was not statistically significant when other dimensions were involved. These results indicate that hotel service quality is indeed a significant predictor of customer satisfaction. Thus, improving hotel service quality, results with higher satisfaction levels of hotel guests. Value/originality – The present study focuses on determining relative importance of perceived hotel service quality dimensions in relation to customer satisfaction, reporting the findings from Croatia. Therefore, it contributes to the existing literature on service quality and customer satisfaction relationship in hotel industry.

Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Survei Padatamu Pelanggan Yang Menginap Di Harris & Pop Hotels Denpasar)

2017 ◽  
Vol 23 (2) ◽  
pp. 138-149
Author(s):  
Niken Widyastuti
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Value Creation ◽  
Employee Performance ◽  
Value Addition ◽  
Customer Needs ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Service Assurance

Basic mission of a business today is no longer a profit but value creation and value addition for customer. The survey was conducted in the reseach process to determine the level of customer satisfaction on service quality dimensions of Harris & Pop Hotels Denpasar. This research is based on five variables, Reliability (ability of the company to provide prompt service and reliable), Responsiveness (response-ability or alertness companies to help customers and provide fast service), Assurance (ability, courtesy, and trustworthiness which is owned by the staff, danger free, risk, and doubt), Empathy (the ease of having good communications and able to understand customer needs), and Tangible (physical facilities, equipments, employee performance, and means of communications). The analysis is performed based on an approach of importance-performance analysis that show the dimensions of empathy and assurance are considered the most influence on the customers decision to use the services of Harris & Pop Hotels Denpasar.

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