Effect of Service Quality on Customer Satisfaction in Selected Cafeterias

The study was conducted using 20 cafeterias in Greater Accra Region on the effect of service quality dimensions on customer satisfaction in the hospitality industry. Purposive sampling technique was employed for the collection of the study data. Two hundred questionnaires were distributed to the customers of the selected cafeterias. The data gathered was analyzed by employing structural equation modelling (SEM) supported by AMOS 23.0 with maximum likelihood estimation in order to test the proposed hypothesis for the study. From the analysis of the data, tangibility was statistically having significant relationship with customer satisfaction. The result indicates that responsiveness, empathy, and assurance have insignificant relationships with customer satisfaction of the selected cafeterias.

Pattern Mining on How Organizational Tenure Affects the Psychological Capital of Employees Within the Hospitality and Tourism Industry

Psychological capital (PsyCap) is a measure of the positive capabilities of an individual which consists of four components: hope, efficacy, resilience, and optimism. In this study, the pattern of the effect of organizational tenure on the PsyCap of employees in the hospitality and tourism industry was mined. The PsyCap and length of service data of a sample of 329 employees working in some organizations related to hospitality and tourism were collected. The odds ratio was deployed to measure the pattern and strength of association and the findings showed that employees who stay longer years in an organization are 3.6 times more likely to exhibit high PsyCap than those who stay shorter periods. With the positive pattern of this association, it implies that indiscriminate retrenchment of long-serving employees should be avoided to preserve PsyCap within the industry.

Impact of Leadership on the Relationship Between Innovation and Performance

Leadership, innovation, and performance are essential factors to achieve the desired sustainable profitability of companies. The relationship between these variables is one of the keys to the organizational success, although their study has proved to be complex. The purpose of this article is to analyse the impact of leadership on the relationship between innovation and performance in the Portuguese hotel sector. To answer to this challenge, a survey was carried out to top and middle managers of four-star and five-star hotel units. The existence of a positive correlation between innovation and performance was found; however, leadership has not been shown to have a moderating effect on the relationship. The work highlights several important contributions to the hotel industry and identifies aspects that, when well implemented and developed, can lead to superior performance in organizations.

COVID-19

The recent pandemic named COVID-19 has led to a worldwide panic as a consequence of its deadly nature. This pandemic has a catastrophic impact on the hospitality area, one of the world’s largest sectors that changed the employment opportunity of relevant people. The research investigates the impact of COVID 19 on the hotel industry, more precisely, on luxury hotels both in the global and Bangladesh perspectives. Furthermore, the research also examined the business recovery possibilities with the sustainability of this hotel industry in a dramatically changed world of post-COVID-19. Secondary research methodology as well as content analysis are used here to compile various information from published sources. In conclusion, this study will help to take precautions and apropos plan to recuperate any unavoidable circumstances in the future.

A TAM-Based Model of Technological Factors Affecting Use of E-Tourism

In tourism, ICT provides new channels anywhere/anytime for tourism services that impacted how customers access and consume those services, hence the emergence of the concept of e-tourism. Internet can be used to attract customers, communicate with them, customize their required services, access international markets, and provide all types of touristic information through e-tourism platforms. The salient feature of this research is to identify the key technological factors that influence customers' acceptance and use of the services provided through e-tourism platforms. Other behavioral aspects related to the use of these services are treated as exogenous factors. The study constructed an e-tourism technology acceptance model (ETAM) concentrating only on technology-related factors. To assist in understanding how users will reflect in these four technological factors affecting the use of e-services, the model recognizes two moderating influential factors: trust and attitude. The model is augmented with exogenous factors as intervening factors related to customer's background.

Exploring the Technological Impacts

Aside from educating the public, museums are adapting to the changing world as they have become one of the popular sites for cultural heritage tourism. Thus, from tourists and educational activities, they generate an increase in the number of visitors every year. With the emergence of interactive technology, it enables museums to produce better visiting experience especially when technology able to facilitate the visitor-exhibition interactivity in diverse ways. This paper investigates visitors' satisfaction and findings demonstrate a detailed insight on how the interactive technology in museum approach shapes the visiting experience. Basically, this study will show the process of creating repeat visitation from the effects of technology use in the museums. Interactive exhibitions with technology use are required in enhancing visitor satisfaction. A conceptual framework is developed to provide guideline and knowledge in understanding the role of interactive technology to secure visitor satisfaction and repeat visitation particularly in the context of Brunei Darussalam.

Looking at the Future of Medical Tourism in Asia

Despite the popularity of ‘medical tourism' (which involves travel to a foreign destination for primarily medical reasons) as a thriving global industry in recent times, a comprehensive model that emphasizes the decision-making process from the patient's perspective is lacking. In the current paper, the author develops a framework based on the protection motivation theory and designs a robust model, that focuses on how prospective Western patients intend to seek medical treatment in Asian countries. Through an extensive review of extant literature, the author presents five propositions involving key elements of the theoretical framework and makes insightful projections about the future of this flourishing industry. The author believes that this research will immensely benefit the hospitality industry and healthcare practitioners and patients.

Local Food as a Tool of Tourism Development in Regions

This study aims to identify the importance of local food for both the demand and supply sides and to show how local food can be bounded with tourism development in the region. The data presented are based on secondary and primary research. Secondary research includes the literature review and content analysis of documents. The qualitative research included a questionnaire survey among guests of the gastronomic establishments and entrepreneurs. Partial least squares variant of linear discriminant analysis (PLS-LDA) and partial least squares (PLS) as an alternative to standard multivariate methods were used to show the gastronomic establishments guests' and entrepreneurs' opinions on local seasonal food and beverages. The opinions are moreover related to the economically driven interest of guests and entrepreneurs. Based on the typical random variable source, data were gathered from three Czech regions covering the scope of this study. The significant disputes between opinions on local food and beverages are directly applicable in practice, including individual items.

Customer Satisfaction Model

In the service industry, one of the main challenges is to provide customer satisfaction. Though the number of budget hotel in Bangladesh is increasing, but customer satisfaction of these hotels are still ignored. The aim of the study is to identify the determinants that satisfy the customers in these hotels. The research targeted a total of 350 selected respondents from different budget hotels in Bangladesh. The descriptive analyses were conducted by using Amos SPSS 24. Findings reveal that price is the ultimate preference for budget hotels along with products and service quality for satisfying customers. Customers are unconcerned with the services provided by the hotel staff and the location of the hotel as well.

The Influence of Perceived Value Towards Customer Satisfaction in Hostel Business

Perceived value is one of the elements that can influence customer satisfaction in the hotel and hospitality industry. In order to re-create the effective strategies, hostel business needs to understand more about factors that influence customer satisfaction. To identify which one is more preferable, this research measured the influence of perceived value, consisting of four aspects, which are image, price, technical dimension, and functional dimension. This study uses quantitative method through multiple linear regression. Data was collected by spreading questionnaires; 300 respondents have participated in this research. This research focused on domestic young adults in Indonesia who already had experience in hostel service as respondents. This study found that perceived value in the form of price is the most influential aspect that influences young adult tourist satisfaction towards the hostel business.