Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services

Babić-Hodović, Vesna; Arslanagić-Kalajdžić, Maja; Banda, Amra; Sivac, Amina

doi:10.20867/thm.25.1.4

Cited by 17 publications

(8 citation statements)

References 6 publications

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“…According to the reviewed types of literatures, explanatory powers are various based on different study scenarios. For instance, most scholars stated that tangibility exhibits the highest explanatory power on customer satisfaction compared with other dimensions in the SERVQUAL model (Babić-Hodović et al, 2019;Shah et al, 2018;Priporas et al, 2017;Truong, 2016). However, Shafiq et al (2019) stated that generation Y is less likely to care about the tangibility dimension regarding satisfaction assessment of hotels in Malaysia.…”

Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

“…However, the study on the explanatory power of service quality along with corporate image and self-service technology (SST) together has been rarely conducted, and whether service quality remains the maximum explanatory power as most studies suggested is unknown in this study context. Moreover, service quality has been commonly studied with customer satisfaction independently, without being compared with other possible influential variables (e.g., Ali, 2015;Babić-Hodović et al, 2019;Naderian and Baharun, 2015;Priporas et al, 2017). Thus, the insufficient comprehensive study on service quality in line with a particular study context is considered the first gap in this study.…”

Section: Introductionmentioning

confidence: 99%

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The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysia

2020

IJSEM

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According to World Travel & Tourism Council, the tourism industry in Malaysia has been boomed prosperously in few years. Accordingly, such phenomenon has largely propelled the competition in hospitality industry, especially the race between service-oriented hotels and luxury hotels. Nevertheless, numerous issues associated with customer satisfaction have been reflected on hotel booking website, which is worth studying in depth, as it is more likely to adversely affect profitability and competitiveness of luxury hotels. In the present paper, the effect of service quality, SERVQUAL dimensions, corporate image and self-service technology (SST) on customer satisfaction is delved into, as well as the association between customer satisfaction and customer revisit intention. Questionnaires were collected in Kuala Lumpur, Malaysia. As the result suggests, service quality, corporate image and SST significantly impact customer satisfaction. Except for dimension of empathy in SERVQUAL model, the rest of dimensions noticeably impact customer satisfaction. Lastly, customer satisfaction displays significantly positive relations to customer revisit intention. This empirical study suggests marketers to continuously improve customer satisfaction not only from the perspective of service quality but also considering corporate image and SST.

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Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysia

2020

IJSEM

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“…SERVPERF scale was adapted from several authors (Babić-Hodović et al, 2019;Cronin & Taylor, 1992;Nasir & Adil, 2020), while customer satisfaction and customer loyalty variables came from (Maxham & Netemeyer, 2002). The data were gathered using a structured questionnaire, graded on a five-point Likert scale ranging from (1) strongly disagree to (5) strongly agree.…”

Section: Variables and Measurementmentioning

confidence: 99%

“…Due to the marketplace's intense competition and the hospitality sector's rapid development, many businesses have felt pressure to distinguish themselves from rivals in the market through superior customer service. Despite the increase in research in the area of service quality in the hospitality industry (Babić-Hodović et al, 2019;Ezeh et al, 2021;Shyju et al, 2023;Susanti, 2019), no study was found to have looked at the low-cost hotels and how they can be influenced by SERVPERF (service performance) dimensions, from gender perspective. It is still debatable if low-cost hotel guests seek for service quality.…”

Section: Introductionmentioning

confidence: 99%

Gender Perspectives on the Service Quality of Low-Cost Hotels

Ezeh,

Ezeuduji

2024

ICTR

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Service sector has recently become quite important to the global economy. The Nigerian government and numerous public sector investors are developing infrastructure and implementing sound business plans to take advantage of the hospitality industry's enormous potential in the service sector. However, due to the intense competition in the marketplace and the hospitality sector's rapid development, many businesses have felt pressure to distinguish themselves from rivals through superior customer service. Despite the level of competition among the low-cost hotels, most of the low-cost hotels in Nigeria still lack marketing concepts to attract guests. Previous studies on SERVPERF (service performance) model focused on other classes of hotels, neglecting low-cost hotels. Thus, this study analysed the SERVPERF dimensions regarding guests' satisfaction in low-cost hotels, from the demographic perspective (gender). Five undergraduate students received authorization from low-cost hotels to collect research data with the assistance of hotel employees. Each of the five survey teams consisted of a hotel employee who speaks and understands Hausa language (local language) as well as an undergraduate student from Federal University Gusau, Zamfara state, Nigeria. Data were collected from 300 guests at low-cost hotels and analysed through structural equation modelling (SEM). Composite reliability, Cronbach’s alpha and average variance extracted were used to test the reliability and validity of the instrument. It was revealed that assurance positively influenced male guests’ satisfaction, while reliability positively influenced female guests’ satisfaction in low-cost hotels. Furthermore, assurance negatively influenced female guests’ satisfaction. Male guests in low-cost hotels cherish the staff’s expertise and civility, as well as their capacity to instil trust and confidence. They want the hotel employees to make them feel comfortable while the services are being provided. The study’s practical implications are elucidated in this paper.

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“…Some researchers (e.g., Al Khattab and Aldehayyat [12], Abdullah et al [13], Attallah [14], Brady et al [15]) also replicated and extended the SERVPERF model. Babić-Hodović et al [16] combined the IPA and SERVPERF models to assess conceptualizations of the service quality. Albacete-Saez et al [17] proposed five dimensions-personnel response, complementary offer, tourist relations, tangible elements and empathy-to measure the service quality in rural accommodation.…”

Section: Literature Reviewmentioning

confidence: 99%

The Measurement of High-Quality Development Level of Tourism: Based on the Perspective of Industrial Integration

Lü

2022

Sustainability

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The integration of the tourism industry is an important motivation in promoting high-quality development. Based on the analysis of the relationship between tourism industry integration and high-quality development, this paper constructs an evaluation index system to evaluate the high-quality development level of the tourism industry for 2011–2018 in China by using a combination of fuzzy mathematics and a clustering model, which includes 4 dimensions, 11 secondary indicators and 28 tertiary indicators. The results show that the level of high-quality development in China’s tourism industry has been greatly improved, but the gap between regions is large. The performance level of the tourism industry economy is relatively high, and the tourism industry structure and industrial integration level need to be improved urgently. There are differences in the overall level and degrees of change of the high-quality development level of the tourism industry in 31 provincial regions, and there are also differences in the main influencing factors.

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Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services

Cited by 17 publications

References 6 publications

The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysia

The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysia

Gender Perspectives on the Service Quality of Low-Cost Hotels

The Measurement of High-Quality Development Level of Tourism: Based on the Perspective of Industrial Integration

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