Relationship of Hotel Service Quality, Customer Satisfaction and Behavioral Intention : Case of Economy Hotel in China

2020 ◽  
Vol 8 (1) ◽  
pp. 183-205
Author(s):  
Zi-Wen Wang ◽  
◽  
Ting Jin ◽  
Ying Sun ◽  
Cang-Li Liu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Economy Hotel ◽  
Relationship Of

An Analysis of Gap of Hotel Service Quality and Customer Satisfaction

2000 ◽  
Vol 1 (1) ◽  
pp. 127-136 ◽  
Author(s):  
Yong-Ki Lee ◽  
Young-Jae Lee ◽  
Dae-Hwan Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Service ◽  
Hotel Service Quality

scholarly journals Service Quality, Brand Attributes, Satisfaction and Loyalty of Guests Staying at Le Meridien Hotel Bali Jimbaran

2021 ◽  
pp. 97
Author(s):  
Luh Putu Triyanti Ariestiana Dewi ◽  
Agung Suryawan Wiranatha ◽  
I Gusti Ayu Oka Suryawardani
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Hotel Service ◽  
Guest Satisfaction ◽  
Brand Attributes ◽  
Hotel Service Quality ◽  
Relationship Of ◽  
The Relationship ◽  
Made In

Guest satisfaction and loyalty become an indicator of the success of a hotel. Service quality and brand attributes are two components that related the satisfaction and loyalty of guests who stay at the hotel. The purposes of this study were 1) To analyse the relationship of service quality and brand attributes to the satisfaction of guests staying at the Le Meridien Bali Jimbaran hotel, 2) To analyse the relationships of service quality and brand attributes to the loyalty of guests staying at the Le Meridien Bali Jimbaran hotel, 3) To analyse the satisfaction of the guests staying at the Le Meridien Bali Jimbaran hotel. This research used quantitative method involving 100 guests who stayed overnight as the respondents. Sampling was done by accidental sampling and analysis using Structural Equation Model (SEM) with SmartPLS 3.0 software. The results showed that 1) Service quality had a significant effect on satisfaction, 2) Service quality had no significant effect on loyalty, 3) Brand attributes had a significant effect on satisfaction, 4) Brand attributes had significant influence on loyalty, and 5) Satisfaction has a significant effect on loyalty. Suggestions that can be made in this study that hotel should support loyalty, maintain and pay close attention to brand attributes that need to be improved and guest mindset influence, as well as the should find other aspects that can support and increase guest loyalty.

Analysis of the Management of Hospitality Customers Complaint and its Countermeasures

2010 ◽  
Vol 426-427 ◽  
pp. 385-390
Author(s):  
Y.L. Li ◽  
M. Wei
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Complaints ◽  
Production And Consumption ◽  
Wide Range ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Negative Factors ◽  
Customer Satisfaction And Loyalty

Customers are the source of hotel profits, and hotel profits provide the customers with a wide range of services to achieve through the hotel. Because of the existence of intangible, heterogeneity, identity of production and consumption in services, as well as the subjective characteristics in the evaluation of service quality, etc, the phenomenon of customers’ complaints will inevitably be encountered. If they are not handled properly, it will inevitably cause the loss of the hotel. So it is a great importance to handle correctly customer complaints. By analyzing the substance of customer complaints and the causing reason, this paper proposes countermeasures to deal with customer complaints to turn negative factors into positive ones, and enhance customer satisfaction and loyalty, and safeguard the reputation of the hotel to improve hotel service quality.

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.

scholarly journals Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality

2021 ◽  
Vol 5 (3) ◽  
pp. 14-28
Author(s):  
Bayad Jamal Ali ◽  
Bayar Gardi ◽  
Baban Jabbar Othman ◽  
Shahla Ali Ahmed ◽  
Nechirwan Burhan Ismael ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
The Impact

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.

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