Lodgserv: A Service Quality Index for the Lodging Industry

Knutson, Bonnie J.; Stevens, Pete; Wullaert, Colleen; Patton, Mark E.; Yokoyama, Fumlto

doi:10.1177/109634809001400230

Cited by 308 publications

(234 citation statements)

References 4 publications

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“…Parasuraman, Zeithaml i Berry (1985,1988) predstavili su model, koji meri pet dimenzija kvaliteta usluge: opipljivost, pouzdanost, odgovornost, sigurnost i empatiju, poznat kao SERVQUAL. Knutson et al, (1990), razvili su LODGSERV -instrument za merenje kvaliteta usluga u hotelskoj industriji. Autori su definisali pet dimenzija kvaliteta usluga: pouzdanost, sigurnost, saosećajnost, opipljivost i empatija.…”

Section: Kvalitet Usluga U Hotelijerstvuunclassified

Quality of services as a determinant of customer satisfaction in the hotel industry

Sekulić¹,

Mandarić²

2013

Marketing

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Section: Kvalitet Usluga U Hotelijerstvuunclassified

Quality of services as a determinant of customer satisfaction in the hotel industry

Sekulić¹,

Mandarić²

2013

Marketing

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“…Therefore, the measurement of service quality and the evaluation of its impact on the customer satisfaction have been a great concerned topic for academics and practitioners in many service industries including tourism and hotel industries. To measure service quality in hotel, lodging, hospitality business, several frameworks have been developed such as LODGSERV (Knutson et al, 1990), LQI (J. M. Getty & R. L. Getty, 2003) and HOLSERV (Mei et al, 1999); and many studies adopted these scales to evaluate perceived quality in hotel services such as Wilkins et al, (2007), Ladhari, (2009), Al Khattab and Aldehayyat (2011), Boonitt and Rompho (2012, Karunaratne and Jayawardena (2010), Hossain (2012), Markovic and Raspor (2010), Juwaheer (2004), Juwaheer and Ross (2003). These studies provided mixed results on the impacts of different service quality dimensions on customer satisfaction and customer loyalty in various regions including Asian countries.…”

Section: Introductionmentioning

confidence: 99%

Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

Minh¹,

Hà

Phan

et al. 2015

ASS

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The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in Vietnamese hotels, survey questionnaire was constructed with 23 service quality items covering 5 service quality dimensions based on SERVQUAL model. Data were collected from 432 guests of 33 three-star hotels in Vietnam in 2013. Analysis results indicate that Reliability, Responsiveness, Assurance, and Empathy significantly impact on the customer satisfaction. The study implies that service quality plays an important role as a driver for higher customer satisfaction level in hotel service. Managers would focus on Empathy, Reliability, Responsiveness, and Assurance to achieve high degree of customer satisfaction which leads to customer loyalty and business profit.

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“…Con respecto a los servicios hoteleros, específicamente, autores como Vigil, Valls y Romero (2004), Fick y Ritchie (1991), Knutson, Stevens, Wullaert, Patton y Yokoyama (1991), coinciden en la complejidad del concepto de la calidad en los servicios debido a la naturaleza de los servicios hoteleros y las características de cada establecimiento, los cuales incluyen aspectos tangibles e intangibles, que, al jerarquizar cada uno de los atributos, son encabezados por la fiabilidad, seguido por la seguridad y la responsabilidad. Otros autores como Falces, Sierra, Becerra y Briñol (1999), y Mei, Dena y White (1999), tomaron como base la escala de SERVQUAL para validar una nueva escala, con atributos asociados a los empleados, la infraestructura y la fiabilidad.…”

Section: Entrega Del Serviciounclassified

Cumplimiento de las promesas en el marco de la calidad del servicio de alojamiento turístico del estado Mérida, Venezuela. Compliance with the promises related to the quality of the Merida state tourist accommodation service, Venezuela.

Pérez

Moreno

2017

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Despite all the efforts, tourist activity is not a relevant sector in Venezuela today. However, it constitutes an alternative for economic development. The study of the competitiveness of the Venezuelan tourism sector is relevant, and quality and services of lodging are fundamental components. This study determined the fulfillment of the service promises made by the providers of tourist accommodation services in the state of Mérida, Venezuela, in connection with the levels of quality perceived by the client. The Scale of Servqual and the integral gap model, both models academically accepted for the study of the quality in the services, were used to measure the gaps of the client and the supplier. Data collection instruments that were previously validated were applied to a sample of users and lodgings obtained by stratified probabilistic sampling, in high and low season. Poor performance of service promises by suppliers (supplier breaches) was found, as well as interesting associations with customer perception of the service quality levels (customer gaps). Strategies were designed to reduce the supplier gap, directed at reducing customer gaps. ABSTRACTKeywords: competitiveness, quality of service, tourism, supplier gap La actividad turística, pese a esfuerzos realizados, no es actualmente un sector relevante en Venezuela, sin embargo, constituye una alternativa para el desarrollo económico. El estudio de la competitividad del sector turístico venezolano es pertinente, donde la calidad y los servicios de alojamiento son componentes fundamentales. En este trabajo se determinó si se da el cumplimiento de las promesas sobre el servicio por parte de los proveedores de alojamiento turístico del estado Mérida, Venezuela, en vinculación con los niveles de calidad del servicio percibido por el cliente, como un análisis que asocia la escala de Servqual y el modelo integral de brechas, ambos modelos académicamente aceptados para el estudio de la calidad en los servicios que miden las brechas del cliente y del proveedor. Se aplicaron instrumentos de recogida, previamente validados, a una muestra de usuarios y alojamientos obtenida mediante muestreo probabilístico estratificado, en temporada alta y baja. Se halló un escaso cumplimiento de las promesas del servicio por parte de los proveedores (brechas del proveedor), así como interesantes asociaciones con los niveles de calidad del servicio percibido por los clientes (brechas del cliente); se diseñaron estrategias para disminuir la brecha del proveedor con miras a disminuir las brechas del cliente. • Recepción del artículo: 17 julio, 2016. RESUMEN• Aprobación del artículo: 17 noviembre, 2016. Compliance with the promises related to the quality of the Merida state tourist accommodation service, VenezuelaCumplimiento de las promesas en el marco de la calidad del servicio de alojamiento turístico del estado Mérida, Venezuela INTRODUCCIÓNActualmente, la actividad turística presenta considerable relevancia económica y social, comparable con cualquier otra actividad. Llega a todo...

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Lodgserv: A Service Quality Index for the Lodging Industry

Cited by 308 publications

References 4 publications

Quality of services as a determinant of customer satisfaction in the hotel industry

Quality of services as a determinant of customer satisfaction in the hotel industry

Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

Cumplimiento de las promesas en el marco de la calidad del servicio de alojamiento turístico del estado Mérida, Venezuela. Compliance with the promises related to the quality of the Merida state tourist accommodation service, Venezuela.

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