Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

Abstract

Purpose This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.Design/methodology/approach The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.Findings This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.Originality/value The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

Continued Intention to Use of M-Banking in Jordan by Integrating UTAUT, TPB, TAM and Service Quality with ML

“…Authors in [33] discussed service quality from within self-determination theory in mobile banking. Authors in [58] examined the antecedents and consequences of perceived SRQ in the hotel industry, whilst [76] studied consumption value of m-banking services. In addition, [77] studied system and service qualities with customer satisfaction.…”

Predictors for E-Government Adoption of SANAD App Services Integrating UTAUT, TPB, TAM, Trust, and Perceived Risk

“…In addition to eight independent factors, the study suggested 4 moderating factors that influence the intermediate variable attitude towards SAND App The moderating factors suggested are age, education level, gender, and internet experience. The moderating factors were developed based on many previous studies and suggested in the UTAUT original model [ 7 , 28 , 46 ].…”

“…Perceived service quality defined as the variation between the expected services and perceptions of the actual service provided. According to [7,20,37,38] service quality has many standards that can be grouped into 5 dimensions "tangibles (SQT), reliability (SQR), responsiveness (SQP), assurance (SQA), and empathy (SQE)". Previous research has shown that Perceived Service Quality (PSQ) has a noteworthy influence on behavioral intentions to use e-government services and to recommend the adoption of e-government services [3,25,39].…”

“…the researchers sought the elderly to wear health technologies [ 4 , 5 ]. In [ 6 ], the researchers studied the quality of e-government websites in Pakistan, [ 7 ] London and New York, and in China [ 8 ]. In [ 9 ], the prime question was “will e-government provide the promised returns?”.…”

The trinity of extended service quality, distinct perceived value, and customer loyalty facilitators

“…For example, satisfaction based on perceived value has been established as a strong driving force for the creation of trust (Dayan et al. , 2022; Han and Hyun, 2015; Palazzo et al. , 2021; Shin and Jeong, 2022; Wu et al.…”