Dynamic benchmarking of hotel service quality

Min, Hokey; Min, Hyesung; Chung, Kyoo-Yup

doi:10.1108/08876040210433211

Cited by 118 publications

(85 citation statements)

References 11 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Therefore, Kessler (1996) stated that ensuring a high level of service from the frontline employees should be included in the hotels' management strategy. By doing so, a hotel should achieve the customer satisfaction logically.According to Min et al (2002), cleanliness of a guest room is the most significant feature in forming perceptions of hotel service quality; as well as courtesy of employees, quietness of a guest room, handling of complainants and the level of comfort of bedding. Compared to Min and Min (1996), the level of importance of the cleanliness stayed the same, while the level of importance of courtesy of employees and handling of complaints declined dramatically.…”

mentioning

confidence: 99%

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Mohsin

Lengler

2015

Journal of Hospitality and Tourism Management

View full text Add to dashboard Cite

. (2015) 'Service experience through the eyes of budget hotel guests : do factors of importance inuence performance dimensions?', Journal of hospitality and tourism management., 23 . pp. 23-34. Further information on publisher's website: Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. AbstractThe aim of this study is to test the influence of dimensions of importance (expectations) in hotel services on performance (actual experience) within the context of budget hotels in China. A theoretical model and nine hypotheses are tested to indicate whether the dimensions of importance such as room service, room comfort and reservation process, have any impact on performance dimensions such as in-room dining, front office service, room amenities and hotel access and safety. A final model is proposed which reflects the relationship between the constructs. The study uses a survey and interview technique. Findings from the analysis of 355 respondents from budget hotels in the Hainan province of China suggest statistical significances in several areas of relationship between rating of importance by the budget hotel guests and performance dimensions. Overall, the results indicate a significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications. The current study cannot claim to be wholly conclusive as it is limited to a small sample size from only one province of China and there could be subjectivity in responses. From a practitioner's perspective the study provides an opportunity to recognise features that are considered important by the guests staying in budget hotels in the Hainan Province, China and to identify the areas of disparity in service and product quality. Despite decades of research and abundance of published studies service quality still remains an important issue within the lodging industry. This study provides an opportunity for budget hotel management generally and China's budget hotel management specifically to understand which factors have a significant impact on hotel guests' importance ranking and performance dimensions to assess customer satisfaction. The study investigates service quality perceptions of budget hotel guests in China, an area where research is generally sparse within the context of Asia and almost non-existent within the context of China. From this perspective the study contributes to the service quality literature in the lodging industry specifically the budget hotels. Keywords:Service quality, Customer satisfaction, Budget Hotels, Ch...

show abstract

mentioning

confidence: 99%

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Mohsin

Lengler

2015

Journal of Hospitality and Tourism Management

View full text Add to dashboard Cite

show abstract

“…According to a study by Lewis and McCann [41] on failed services of hotels, business and leisure travellers think dirty rooms are the worst problem of all. Min et al suggest that room neatness is the most important factor perceived by customers [7]. Tsang and Qu argue that there is a gap, statistically significant, between their expectations and the perception of room neatness [9].…”

Section: Discussionmentioning

confidence: 99%

“…They are 1) room values: cleanness, comfort, atmosphere, toiletry, prices, space and giveaways; 2) front-desk services: manner, real-timeliness, complaint processing, reservation, reception, leisure activities and relevant guidance and services. Min et al perform a dynamic benchmarking of service quality of the hotel industry and divide service quality characteristics into two categories with a total of 20 items [7]. The additional items for room values are quietness, desk facilities, Internet, faxing and free local calls.…”

Section: Service Quality Of Hotel Industrymentioning

confidence: 99%

See 1 more Smart Citation

Using Modified IPA to Improve Service Quality of Standard Hotel in Taiwan

Ho¹,

Feng²,

Yen³

2014

JSSM

View full text Add to dashboard Cite

The purpose of this paper is to establish the modified IPA (Importance-Performance Analysis) methodology for service quality characteristics and improvements in the hotel industry. Traditional IPA methodology has its shortcoming as it assumes that importance-performance is a normal distribution. However, if that is not the case, the traditional IPA model cannot correctly identify the priority for improvements. Therefore, this paper runs Box-Cox Transformation to convert data into normal distributions, in order to perform statistical analyses and comparisons on a likefor-like basis. This approach avoids the potential problem of the IPA model but maintains its simple and intuitive decision-making model. This paper examines standard hotels and performs literature reviews and experts' interviews in order to establish the list of service quality characters for the hotel industry. It also conducts a survey to illustrate the application and benefits of the modified IPA method, so as to identify the key characteristics of the service quality and the ways to improve service quality of standard hotels.

show abstract

“…Many benchmarking processes in e-commerce have been reported for instance Ahmed et al (2006) demonstrated global benchmarking for internet and ecommerce applications and Rickards (2007) evaluated the benchmarking's for the development for an e-commerce in small and medium enterprise. Apart from this, many researchers have also utilized various techniques in benchmarking for instance AHP has been successfully utilised for benchmarking in process performance (Frei & Harker, 1999), strategic performance (Partovi, 2001), quality performance (Min & Chung, 2002) and logistics performance of the postal industry (Chan et al, 2006). This study aimed elucidate the factors that affect success in on-line retail service and then evaluate and rate these factors by analyzing components using the Fuzzy Analytic Hierarchy Process (FAHP) and to benchmark the performance or rank the present case company based on critical success factors among its competitors using Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method.…”

Section: Introductionmentioning

confidence: 99%

Framework for benchmarking online retailing performance using fuzzy AHP and TOPSIS method

Kabir¹,

Hasin²

2012

ijiec

View full text Add to dashboard Cite

Due to increasing penetration of internet connectivity, on-line retail is growing from the pioneer phase to increasing integration within people's lives and companies' normal business practices. In the increasingly competitive environment, on-line retail service providers require systematic and structured approach to have cutting edge over the rival. Thus, the use of benchmarking has become indispensable to accomplish superior performance to support the on-line retail service providers. This paper uses the fuzzy analytic hierarchy process (FAHP) approach to support a generic on-line retail benchmarking process. Critical success factors for on-line retail service have been identified from a structured questionnaire and literature and prioritized using fuzzy AHP. Using these critical success factors, performance levels of the ORENET an on-line retail service provider is benchmarked along with four other on-line service providers using TOPSIS method. Based on the benchmark, their relative ranking has also been illustrated.

show abstract

Dynamic benchmarking of hotel service quality

Cited by 118 publications

References 11 publications

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Using Modified IPA to Improve Service Quality of Standard Hotel in Taiwan

Framework for benchmarking online retailing performance using fuzzy AHP and TOPSIS method

Contact Info

Product

Resources

About