Guest-Defined Hotel Service Quality and Its Impacts on Guest Loyalty

Luo, Zhitian; Qu, Hailin

doi:10.1080/1528008x.2015.1077185

Cited by 25 publications

(42 citation statements)

References 31 publications

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“…Previous research indicates a direct and significant relationship between customer satisfaction and behavioural outcome, specifically WOM (Kumar et al, 2013;Wirtz and Chew, 2002). Comparably, within the hospitality sector, it is argued that satisfied guests are likely to share information about their experiences and make positive recommendations (Clemes et al, 2010;Ladhari, 2009;Luo and Qu, 2016;Pizam et al, 2016;Swanson and Hsu, 2011). Therefore, we hypothesize that:…”

Section: Customer Satisfaction and Wommentioning

confidence: 94%

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The role of trip purpose and hotel star rating on guests’ satisfaction and WOM

Rajaguru

Hassanli

2018

IJCHM

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The study aims to understand how guests' trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and WOM recommendation. Design/ Methodology/ Approach Using TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study. Findings Results indicate significant differences between leisure and business guests' perception of value for money and service quality at hotels with various star ratings. While perceived value for money and service quality were found as significant predictors for both leisure and business guests' satisfaction and WOM, the effects were moderated by the hotel star rating. Despite the significant effect of hotel star rating on guest satisfaction, the study found no significant relationships between hotel star rating and WOM for leisure and business guests. Practical Implications The findings suggest that managers in the hotel industry should understand the purpose of guests' trip and offer services based on their expectations. As the star rating of a hotel creates certain expectations for both leisure and business guests, providing an appropriate level of services and assuring value for money in accordance with the hotel rating, contributes to guest satisfaction and WOM recommendation.

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Section: Customer Satisfaction and Wommentioning

confidence: 94%

“…Consistent with prior studies (e.g. Choi and Chu, 2000;Luo and Qu, 2016;Mey et al, 2006), a single-item five-point scale was used in the present study to assess satisfaction.…”

Section: Customer Satisfaction and Wommentioning

confidence: 99%

The role of trip purpose and hotel star rating on guests’ satisfaction and WOM

Rajaguru

Hassanli

2018

IJCHM

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“…During the past few decades service quality has become an important topic for both practicitioners and researchers, especially due to the various benefits it has on customer satisfaction, loyalty and profitability (Gummesson, 1998;Silvestro and Cross, 2000;Newman, 2001;Guru, 2003). Luo and Qu (2016) indicate that quality of service is more difficult to measure than quality of products due to the unique characteristics of services. Due to its complexity, the service quality is widely discussed topic in various fileds, but especially in the service marketing (Iacobucci, 1998;Che Wu and Yong, 2013;Prakash et al, 2016;Oh and Kim, 2017).…”

Section: Service Qualitymentioning

confidence: 99%

Истраживање Разлике Између Перформанси И Важности Појединих Хотелских Атрибута: Студија Случаја Хотела “Галерија” У Суботици

Đeri

Kovačić

Seker

2018

TEME

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In recent times, the satisfaction of hotel guests is becoming a leading indicator of business performance of hotels. Thus, information about areas or service attributes that need more investments is crucial to hotel managers. This paper aims to explore if there is a difference between performance and the guests’ perception of importance of particular hotel attributes, on example of the hotel "Galleria" by applying Importance-Performance Analysis (IPA). The task of this paper is to detect any existing weaknesses of the hotel attributes that need to be improved, as well as to identify positive elements that should be maintained at a high level to achieve maximum customer satisfaction. The results showed that statistically significant differences between the guest experience and the importance of hotel attributes exist in the cases of three factors: F5 –Food and recreation, F4 – Rooms and reception Fl- Employee service quality.

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“…La calidad de un servicio es más difícil de definir, medir y administrar que los productos de fabricación debido a las características únicas de los servicios: intangibilidad y heterogeneidad (Luo, & Qu, 2016;Parasuraman, Zeithaml y Berry, 1985). El servicio es un constructo multidimensional, que incluye los objetivos corporativos; estrategias de organización; políticas y procedimientos; sistemas de trabajo; el diseño del trabajo y diversos elementos de soporte.…”

Section: Conceptualización De La Calidad Percibida Del Serviciounclassified

Evaluación De La Calidad De Servicio Percibida en Los Establecimientos Hoteleros De Quibdó

Oliva

Palacios²

2017

crilib

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Guest-Defined Hotel Service Quality and Its Impacts on Guest Loyalty

Cited by 25 publications

References 31 publications

The role of trip purpose and hotel star rating on guests’ satisfaction and WOM

The role of trip purpose and hotel star rating on guests’ satisfaction and WOM

Истраживање Разлике Између Перформанси И Важности Појединих Хотелских Атрибута: Студија Случаја Хотела “Галерија” У Суботици

Evaluación De La Calidad De Servicio Percibida en Los Establecimientos Hoteleros De Quibdó

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