Developing an Economy-Hotel Service Quality Scale in a Non-smoking Environment

2021 ◽  
Vol 7 (5) ◽  
pp. 2726-2741
Author(s):  
Chih-Hung Pai ◽  
Chin-Hua Yu ◽  
Yunfeng Shang
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Quality Measurement ◽  
Business Travelers ◽  
International Tourist ◽  
Quality Scale ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Economy Hotel

Objectives: Sustainability of the non-smoking environments remain a challenge, as the effect declines over time due to inadequate regulations and incomplete law enforcement. The hotel industry is even more obliged to promote non-smoking environment policies. Numerous studies have explored the dimensions of hotel service quality; however, most of them have been conducted for international tourist hotels. Studies on the service quality of economy-hotel are scarce. The present study developed a reliable and valid scale for measuring service quality for business travelers. The components of the economy-hotel service quality (EHSQ) scale were reconstructed according to theoretical definitions and a literature review, in which the variables representing EHSQ characteristics were adopted. This study administered a survey among hotel business travelers to ensure the validity of this scale, which yielded 472 valid responses. Following factor analysis, item-to-response, and correlation analysis, 5 dimensions with 24 items were extracted, namely reliability, facility, empathy, pleasantness, and rooms and dining. In conclusion, this developed scale is a valid service quality measurement in the economy-hotel industry. Finally, economy-hotels are very competitive in providing better service quality and a non-smoking environment.

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.

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.

EVALUATING HOTEL SERVICE QUALITY: AN EXPLORATORY STUDY ON THE 4 AND 5 STAR HOTELS IN ERBIL AND DUHOK IN KURDISTAN-IRAQ

2019 ◽  
Vol 8 (4) ◽  
pp. 254
Author(s):  
Ari M. Ali ◽  
Shivan A. Mohammed ◽  
Dilman Kh. Ramadhan
Keyword(s):  
Service Quality ◽  
Correlation Coefficient ◽  
Exploratory Study ◽  
Kurdistan Region ◽  
Hotel Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Hotel Service Quality ◽  
Structured Questionnaire

This study aims to evaluate the service quality provided by the four- and five-stars’ hotels in both Erbil and Duhok governorates in Kurdistan Region, Iraq. The sample frame of 35 hotels is used which represent 61% of the total hotels in the two governorates, a structured questionnaire was adapted and distributed to 150 administrators in all departments (manager of the hotel, his assistant and the heads of the departments), 134 were obtained, and 129 questionnaires was valid for the analysis. The results indicate that the dimensions of the hotels service quality are reliable with constancy coefficient (Alpha-Cronbach) of 91.5%, while the correlation coefficient in Pearson matrix was within the accepted range. The analysis reveal that the tangibility is regarded as the most important dimension out of the hotels service quality dimensions, while this study recommend hotels managers in general and the management of the examined hotels particularly to improve the quality of performed services to its customer in order to attract more tourists and retain the current one.

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.

An Event Quality Scale for Participatory Running Events

2020 ◽  
Vol 24 (1) ◽  
pp. 139-152 ◽  
Author(s):  
John Armbrecht
Keyword(s):  
Scale Development ◽  
Service Quality ◽  
Development Process ◽  
Factor Model ◽  
Perceived Quality ◽  
Social Aspects ◽  
Factor Solution ◽  
Quality Scale ◽  
Cognitive Dimensions

This study focuses on the perceived quality of participatory event experiences by addressing the following question: What are the important aspects of the event experience? The aim of this research is to develop and refine a scale to measure the quality of the event experience for runners at a participatory event. The objective is to combine, apply, test, and refine the existing scales to increase our understanding of the perceived quality of events among amateur running athletes. Both affective and cognitive dimensions are included in the scale. Based on seven dimensions and 36 items, a formal scale development process is adopted. The data consist of 1,923 observations collected during a participatory event with approximately 60,000 registered participants. The seven-factor model, including immersion, surprise, participation, fun, social aspects, hedonic aspects, and service quality, was gradually revised in favor of a four-factor solution: service quality, hedonic aspects, fun, and immersion. As a result, 73.1% of the variance is extracted. This study contributes to a refined scale measuring the perceived event quality of participatory events. Service quality accounts for more than half of the variance extracted. Researchers should continue to develop research on the critical experiential dimensions in an event context. Furthermore, the links between the constructs need attention. The results suggest that event organizers should evaluate their events and event portfolios based on the scale and take actions to increase the perceived quality of these events.

Benchmarking of standard hotel service quality by KD-IPA model

2011 ◽  
Vol 14 (6) ◽  
pp. 1117-1141
Author(s):  
Li-Hsing Ho ◽  
Tien-Fu Peng ◽  
Shu-Yun Feng ◽  
Tieh-Min Yen
Keyword(s):  
Service Quality ◽  
Hotel Service ◽  
Hotel Service Quality
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