Linking service quality, guest satisfaction and length of stay to e-WOM: a study in the hotel industry of Singapore

2022 ◽  
Vol 9 (1) ◽  
pp. 44
Author(s):  
Chew Si Chyi ◽  
Ong Choon Hee
Keyword(s):  
Length Of Stay ◽  
Service Quality ◽  
Hotel Industry ◽  
Guest Satisfaction

Environmental Management Practices in the Hotel Industry for Eco Tourism & Its Sustainability

2016 ◽  
Vol 2 (1) ◽  
Author(s):  
Ajay Kumar Mithilesh Rai
Keyword(s):  
Environmental Management ◽  
Pilot Study ◽  
Service Quality ◽  
Management Practices ◽  
Positive Impact ◽  
Hotel Industry ◽  
Satisfaction Level ◽  
Environmental Management Practices ◽  
Green Practices ◽  
Guest Satisfaction

As per my pilot study conducted on Star Hotels (3-5) to see the degree of Greenness in operation using Environmental Management Practices Indicators for Sustainability & Profitability as well in due course and measuring their impact on guest satisfaction. Based on the findings it was observed that there was a positive impact of innovative green practices, service quality, courtesy, competency and responsiveness (CCR) of staff on guest satisfaction level in the hotel.

scholarly journals A study on the effects of service quality on brand personality: Evidence from Hotel industry

2014 ◽  
Vol 4 (7) ◽  
pp. 1547-1550 ◽  
Author(s):  
Emeliya Ghorbani Siavoshani ◽  
Hamed Dehghanan ◽  
Ghasem Bakhshandeh
Keyword(s):  
Service Quality ◽  
Brand Personality ◽  
Hotel Industry

scholarly journals Testing expected and perceived service quality in the hotel industry

Skola biznisa ◽  
2015 ◽  
pp. 47-57
Author(s):  
Aleksandra Vujko ◽  
Tamara Gajic ◽  
Milan Mladenovski ◽  
Jovan Momirski
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Perceived Service Quality

scholarly journals KUALITAS LAYANAN HOTEL BERBINTANG TIGA, EMPAT, DAN LIMA DI SURABAYA

2005 ◽  
Vol 4 (1) ◽  
Author(s):  
Erna Andajani
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Tourism Industry ◽  
Good Improvement

The Leisure and tourism industry in East java has shown good improvement and brought impact to hotel industry, As we know hotel is one of the businesses that depend mostly on service quality that perceived by the customers. In otherway, hotel also has aspect of physical and non physical facility, and categorized by government in order like five star hotel, four star hotel, and so on. Some of customer has shown that they do not really care about this rank, but on what, service quality they perceived.

Encouraging consumer loyalty: the role of family business in hospitality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cláudia Miranda Veloso ◽  
Daniela Magalhães ◽  
Bruno Barbosa Sousa ◽  
Cicero Eduardo Walter ◽  
Marco Valeri
Keyword(s):  
Service Quality ◽  
Family Business ◽  
Structural Equation ◽  
Perceived Value ◽  
Structural Equations ◽  
Family Businesses ◽  
Corporate Image ◽  
Consumer Loyalty ◽  
Content Type ◽  
Guest Satisfaction

PurposeThe aim of this paper is to understand the importance of consumer loyalty in the specific context of Hotel Family Business. This study proposes a conceptual model to examine how perceived service quality and corporate social responsibility (SCR) influence guest satisfaction and loyalty, and also how they relate to corporate image, perceived value and price.Design/methodology/approachThrough the structural equation model (SEM), a research model was proposed to examine SQ and CSR affect satisfaction and loyalty to the Douro Family Hotel and also, how they interact with corporate image, perceived value and price. The main purpose is to analyse the drivers of guest loyalty and its importance for the development and sustainability of family hotels in Douro (Portugal).FindingsThe results of the study indicate that CSR and SQ perceived by the guest have a direct and positive effect on guest satisfaction and loyalty to Douro family hotels. These variables are also determinants of the perceived value, corporate image and price.Research limitations/implicationsThe sample is restricted and obtained by the convenience technique, but with sufficient size for the application of the structural equations model. However, the results obtained cannot be generalised to all hotels or contexts, as they only reflect information on family hotels in the Douro.Practical implicationsFamily businesses are a substantial share of the European economy, from the industrial sector to the services industry, including also hospitality. In Portugal, family businesses likewise play a key role, both in terms of wealth creation and job creation.Originality/valueThese findings provide knowledge to family hotels on how they should implement a CSR policy that promotes service quality, corporate image and guest satisfaction, and therefore their loyalty and the competitiveness of the family hotel business.

The Effect of Web 2.0 Usage in E-Service Quality in Hospitality

2014 ◽  
pp. 1-13
Author(s):  
Berislav Andrlic ◽  
Ezendu Ariwa
Keyword(s):  
Service Quality ◽  
Web 2.0 ◽  
Model Evaluation ◽  
Hotel Industry ◽  
Original Model ◽  
Primary Research ◽  
Web 2.0 Technologies

This chapter explores the usage of Web 2.0 technologies in determining the level of quality of Websites in the Croatian hotel industry. Namely, in order to determine the level of quality, it is necessary to identify the characteristics of Websites qualitatively and quantitatively. From the data obtained, it is possible to determine the degree of information compliance with the wishes and needs of potential clients. As the basis of primary research, the authors use the original model evaluation on a selected sample of hotels in Croatia.

Exploring backpackers’ perceptions of the hostel service quality

2015 ◽  
Vol 27 (8) ◽  
pp. 1839-1855 ◽  
Author(s):  
Ana Brochado ◽  
Paulo Rita ◽  
Carlos Gameiro
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Online Reviews ◽  
Content Type ◽  
The Social ◽  
Mixed Approach ◽  
Depth Interviews

Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.

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