Coaligning Service Quality Attributes and its Implication to Customer Value

Nasution, Hanny Nofrida

doi:10.1007/978-3-319-24184-5_182

Cited by 3 publications

(2 citation statements)

References 32 publications

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“…Service quality has been identified as crucial to the hotel industry and is measured to assist managers in making decisions, thus improving overall efficiency and profits. Service quality has gradually been recognized as a key factor in gaining a competitive advantage and retaining customers (Nasution, 2016).…”

Section: Quality Of Servicesmentioning

confidence: 99%

Level of Failures in Services at Four-Star Hotels in the City of Campos De Jordão/Sp

Pozo

2024

J. Professional Business Review

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Purpouse: This research aims to investigate, using the Servqual model, the level of gaps in services offered by four-star hotels in a winter season city, characteristic of Switzerland, called Campos do Jordão/SP, Brazil. Teorical Framework: Quality of service is crucial to the success of any service organization. As customers participate in the delivery and consumption of services, they closely interact with various aspects of organizations, critically evaluating the services they provide. Customers assess the quality of a service they receive by comparing it with the service they desire. Thus, quality of service plays a critical role in adding value to the overall service experience. Metodology: This research uses qualitative and quantitative data. The data collection instrument was a Servqual questionnaire published by Parasuraman et al. (1988), which was applied to eight hotels (owners, managers, and customers). In this way, we verify significant dysfunctions and service results about the competitive factors that customers value. Findings: This research sought to investigate the level of gaps in the services offered by hotels in the city of Campos do Jordão, the size of gaps related to competitive, strategic, and operational dysfunctions in the businesses surveyed, and to test a set of hypotheses. All of the hypotheses were confirmed. The research did not observe significant dysfunctions pointing to strong adherence among the agents, so much so that the medians of all the gaps were null. From the results, it can be concluded that the competitive gap is influenced equally by the operational and strategic gaps. Research, Paratical and Social Implicantions: This research sought to investigate the level of gaps in the services offered by hotels in the city of Campos do Jordão, the size of gaps related to competitive, strategic, and operational dysfunctions in the businesses surveyed, and to test a set of hypotheses. All of the hypotheses were confirmed. The research did not observe significant dysfunctions pointing to strong adherence among the agents, so much so that the medians of all the gaps were null. From the results, it can be concluded that the competitive gap is influenced equally by the operational and strategic gaps. Originality/Value: The results help stimulate new research on the quality of services and facilitate an analysis of the procedures used to meet the expectations of hospitality in hotels. Finally, this study has presented some initial considerations and guidelines for the elaboration of specific projects that allow quantifying the quality of services and developing actions that reduce or even eliminate competitive dysfunctions, as well as contributing to future studies regarding the proposition of new models for the evaluation of the quality of services.

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Section: Quality Of Servicesmentioning

confidence: 99%

Level of Failures in Services at Four-Star Hotels in the City of Campos De Jordão/Sp

Pozo

2024

J. Professional Business Review

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“…Dựa vào thang đo từ những nghiên cứu trước 8,10,12,15,16,[22][23][24][25] , tác giả đã thực hiện cuộc nghiên cứu định tính nhằm hiệu chỉnh thang đo cho phù hợp với bối cảnh nghiên cứu trong lĩnh vực khách sạn. Nghiên cứu định tính này là một cuộc thảo luận nhóm tập trung gồm 15 người là người tiêu dùng có kinh nghiệm, đã trải nghiệm dịch vụ khách sạn và đều đang yêu thích và là khách hàng trung thành của một chuỗi khách sạn nào đó.…”

Section: Phương Pháp Nghiên Cứuunclassified

The impact of brand equity drivers on brand resonance in the hospitality industry

Hoang

2023

Sci. Tech. Dev. J. - Eco. Law Manag.

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Brand equity refers to the marketing and consequential effects that make up a good or service with its brand. The purpose of branding programs is to achieve customer resonance with the brand. From there, the brand has a market of loyal and engaged customers, which the source of increasing brand equity. An empirical study has been carried out with the application of a model showing the influence levels of the factors that drove brand equity on brand resonance in the hospitality industry. Through a survey with quantitative data processing using SPSS and AMOS software, the author has tested the measurement and theoretical models. The research results show that the measurement model is confirmed to be valid and has high measurement reliability. In addition, testing the research model by Structural Equation Modeling (SEM) also confirms that the factors that drove the value of brand equity including Brand image, Perceived value, Brand superiority, and Brand fillings all have positive direct and indirect effects on brand resonance. In which, Perceived value has the strongest general effect on brand resonance – an important discovery in the hospitality industry. This suggests that hotel managers should focus on creating the best perceived value for their customers.

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Applying revised gap analysis model in measuring hotel service quality

et al. 2016

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AbstractsIntroductionWith the number of tourists coming to Taiwan growing by 10–20 % since 2010, the number has increased due to an increasing number of foreign tourists, particularly after deregulation allowed admitting tourist groups, followed later on by foreign individual tourists, from mainland China. The purpose of this study is to propose a revised gap model to evaluate and improve service quality in Taiwanese hotel industry. Thus, service quality could be clearly measured through gap analysis, which was more effective for offering direction in developing and improving service quality.Case descriptionThe HOLSERV instrument was used to identify and analyze service gaps from the perceptions of internal and external customers. The sample for this study included three main categories of respondents: tourists, employees, and managers.Discussion and evaluationThe results show that five gaps influenced tourists’ evaluations of service quality. In particular, the study revealed that Gap 1 (management perceptions vs. customer expectations) and Gap 9 (service provider perceptions of management perceptions vs. service delivery) were more critical than the others in affecting perceived service quality, making service delivery the main area of improvement.ConclusionThis study contributes toward an evaluation of the service quality of the Taiwanese hotel industry from the perspectives of customers, service providers, and managers, which is considerably valuable for hotel managers. It was the aim of this study to explore all of these together in order to better understand the possible gaps in the hotel industry in Taiwan.

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Coaligning Service Quality Attributes and its Implication to Customer Value

Cited by 3 publications

References 32 publications

Level of Failures in Services at Four-Star Hotels in the City of Campos De Jordão/Sp

Level of Failures in Services at Four-Star Hotels in the City of Campos De Jordão/Sp

The impact of brand equity drivers on brand resonance in the hospitality industry

Applying revised gap analysis model in measuring hotel service quality

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