Mapping service quality in hospitality industry: A case through SERVQUAL

Chaturvedi, Ramesh Kumar

doi:10.5958/2321-5763.2017.00066.x

Cited by 9 publications

(10 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Among these three models of service quality, Parasuraman et al's [88,89] SERVQUAL methodology has received widespread attention in research and application across industries such as banking, hospitality and tourism [91][92][93]. SERVQUAL has also been extensively used in the transport sector because of its ease of implementation and interpretation [94].…”

Section: Models For Service Qualitymentioning

confidence: 99%

Perceived Accessibility and Key Influencing Factors in Transportation

et al. 2022

View full text Add to dashboard Cite

Accessibility is commonly assessed using indicators calculated from spatial data. Comparatively perceived accessibility cannot be adequately reflected by these calculated measures because it involves the perception to participate in spatially dispersed opportunities. This highlights the need to understand and consider perceived accessibility for planning and evaluation of transport systems from a complementary perspective. Therefore, this study aims to offer a systematic review concerning the interpretations of perceived accessibility in transport, its concept, major social drivers, barriers, evaluation methods and key influencing factors. This review also highlights the importance of perceived safety and service quality in public transport and their relationship with perceived accessibility in daily travel. The paper argues that perceived accessibility with due consideration of perceived safety and service quality will contribute to the development from mobility-based to accessibility-based planning.

show abstract

Section: Models For Service Qualitymentioning

confidence: 99%

Perceived Accessibility and Key Influencing Factors in Transportation

et al. 2022

View full text Add to dashboard Cite

show abstract

“…The very popular quantitative survey instrument SERVQUAL was proposed by Parasuraman et al (1985), to study the gaps between service expectation and service performance relating to service quality dimensions. Most research on customer satisfaction in the hotel sector has been based on the SERVQUAL approach (Tontini and Bento, 2020;Chaturvedi, 2017). The reasoning behind using the SERVQUAL approach is due to its ability to assess satisfaction from many dimensions.…”

Section: 1) Service Quality Dimensionsmentioning

confidence: 99%

What Leads Guests to Satisfaction and Loyalty in Uae Five-Star Hotels? Ahp Analysis to Service Quality Dimensions

Alzoubi

Vij

Vij³

et al. 2021

ENLIGHTENING TOURISM

155

View full text Add to dashboard Cite

The hospitality industry has witnessed an impressive growth in the recent past. However, this has also led to fierce competition resulting in an enhanced focus on customer satisfaction. This study investigates and identifies critical service dimensions for five-star hotels in United Arab Emirates (UAE). The objective of the study is to examine the intricacies of customer satisfaction and loyalty with regard to service quality in the fivestar hotels of UAE. Following a quantitative and empirical approach, the data was collected by a structured questionnaire and tested on Analytic Hierarchy

show abstract

“…This model has been widely cited in the literature, but it is also used very widely in the industry. Its application can be found in several sectors, such as banking [49][50][51], telecommunications [52,53], health sector [54][55][56], hospitality [57][58][59], education [60,61], logistics [62][63][64], e-commerce [65], etc.…”

Section: The Servqual Modelmentioning

confidence: 99%

Using a Modified SERVQUAL Approach to Assess the Quality of Supply Chain Services in Greek Online Supermarkets

Mitropoulou

Tsoulfas

2021

Logistics

View full text Add to dashboard Cite

Background: The purpose of this paper is to study customer satisfaction concerning orders from online supermarkets, which have recently boomed to fulfil the increased needs of customers during the COVID-19 pandemic. The service quality, as well as aspects of the logistics efficiency, are being examined, and the gaps between the expectations of people using these services and their perceptions about the received services are being evaluated. Methods: A modified approach of the well-known model SERVQUAL is suggested and used in the case of Greek online supermarkets. Thus, an initial contribution of this paper is the formulation of a framework which can be used to assess the quality of B2C logistics services. Results: The results show that customers’ expectations are exceeding their experiential perceptions in all the examined fields, and therefore there is room for substantial improvement. The study identified areas in which supermarkets’ online shops are close to meeting customer expectations and areas in which they fall far short. Conclusions: Competition is expected to become more intense and efficient supply chains that provide services of high quality will have a determinant role to play. Moreover, online supermarkets will have to rethink of their omni-channel structures to maintain and increase their market share. This is of particular importance during turbulent times such as the ones we are experiencing now.

show abstract

Mapping service quality in hospitality industry: A case through SERVQUAL

Cited by 9 publications

References 0 publications

Perceived Accessibility and Key Influencing Factors in Transportation

Perceived Accessibility and Key Influencing Factors in Transportation

What Leads Guests to Satisfaction and Loyalty in Uae Five-Star Hotels? Ahp Analysis to Service Quality Dimensions

Using a Modified SERVQUAL Approach to Assess the Quality of Supply Chain Services in Greek Online Supermarkets

Contact Info

Product

Resources

About