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.

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.

Understanding the normative expectations of customers toward Buddhism-themed hotels

2015 ◽  
Vol 27 (7) ◽  
pp. 1409-1441 ◽  
Author(s):  
Kam Hung ◽  
Sha Wang ◽  
Chaohua Tang
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Quality Model ◽  
Global Marketing ◽  
Content Type ◽  
Customer Expectations ◽  
Wide Range ◽  
Normative Expectations ◽  
Practitioner Perceptions ◽  
Practical Implications

Purpose – This study aims to understand the normative expectations of travelers on the services and experiences provided by Buddhism-themed hotels as well as how service providers perceive such expectations. The growth of religion-themed hotels in China follows a larger and more generalized global marketing trend in terms of providing tourists and consumers with “themed” experiences. Design/methodology/approach – Using the service quality model, this study investigates these expectations of Buddhism-themed hotels in China. The Delphi method was used with two expert panels, namely, travelers and tourism/hotel practitioners. Preliminary interviews revealed 98 normative expectations from Buddhism-themed hotels. Two sets of Delphi questionnaires were used to compare tourist expectations with practitioner perceptions. Findings – Results show a wide range of expectations of travelers staying in Buddhism-themed hotels. They also reveal how the expectations of the two groups aligned as well as differed. Research limitations/implications – This study extends the application of the service quality model to the context of religion-themed hotels. As this study adopted the Delphi technique through criterion sampling, future studies should use a larger random sample to verify the results of this study. Practical implications – The results help religion-themed hoteliers to understand their customer expectations better. Originality/value – Given the lack of studies on religion-themed hotels, especially on the gap between tourist expectations and service providers’ perceptions, this study is a timely contribution to improve the understanding on the needs and expectations of customers when visiting religion-themed hotels.

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.

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.

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.

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

Measuring the Quality of Internet Connectivity Service Rendered to South African Public Libraries

Mousaion ◽  
2021 ◽  
Vol 38 (4) ◽  
Author(s):  
Lesiba Stephen Ledwaba
Keyword(s):  
Service Quality ◽  
South African ◽  
Service Providers ◽  
Public Libraries ◽  
Internet Access ◽  
Quality Model ◽  
Technical Problems ◽  
Internet Connectivity ◽  
Access Service

The measuring of rendered services in any industry, especially in libraries, remains a critical tool to assess the satisfaction level of clients as well as the quality of the services. This article reports on a study that was undertaken to measure the quality of internet access service to South African public libraries by using the service quality model. The paper was guided by these objectives to identify the service quality models applicable to public libraries’ internet access; to determine how the quality of internet access service fits within the South African broadband policy; and to apply service quality dimensions to public libraries’ internet access. The study employed a quantitative approach and survey design in which a questionnaire was used to collect data from 322 heads of public libraries in South Africa. The stratified sampling method was used to obtain a proportional representation of public libraries. It emerged that most respondents regarded their internet service providers (ISPs) as incapable of solving their technical problems. It was further found that in most cases ISPs applied the internet access policies inconsistently to public libraries they served. The study recommended, among others, that internet connectivity to public libraries be centralised and that a competent provider be appointed to manage this service.

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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