Measuring Service Quality and Customer Satisfaction of the Hotels in Malaysia: Malaysian, Asian and Non-Asian Hotel Guests

Examining the relationship between service quality and customer satisfaction: A factor specific approach

“…Previous literature had shown that a direct effects model to investigate service quality program based on different samples such as perceptions of 145 tourists in a service context (Bitner, 1990), perceptions of 286 hotel customers from 5 selected luxury hotels in the Klang Valley (Mey et al, 2008), perceptions of 237 employees in a financial consultancy in Taiwan (Ouyung, 2010), 125 luxury hotel customers of Pakistan (Raza et al, 2012), and 295 rural tourism spot tourists in Malaysia (Osman & Sentosa, 2013). The outcomes of those studies reported that the willingness of service providers to properly implement tangibility, responsiveness, reliability, empathy, and assurance in delivering services had been the major determinants of customer satisfaction (Bitner, 1990;Mey et al, 2008;Ouyung, 2010;Raza et al, 2012;Osman & Sentosa, 2013).…”

“…The outcomes of those studies reported that the willingness of service providers to properly implement tangibility, responsiveness, reliability, empathy, and assurance in delivering services had been the major determinants of customer satisfaction (Bitner, 1990;Mey et al, 2008;Ouyung, 2010;Raza et al, 2012;Osman & Sentosa, 2013). The findings of those studies had strongly supported the notion of Parasuraman, Zeithaml and Berry (1985) conceptual service quality model, which revealed that matching between service quality standards and customers' standards might serve to decrease service performance gap and increase customer satisfaction about the quality systems.…”

“…The application of the theory in a service quality framework showed that the essence of service quality was to maintain and promote customer satisfaction. For example, the willingness of providers to appropriately implement tangibility, responsiveness, reliability, empathy, and assurance in delivering services could lead to higher customer satisfaction in organizations (Bitner, 1990;Mey et al, 2008;Ouyung, 2010;Raza et al, 2012;Osman & Sentosa, 2013).…”

“…Many scholars argued that the predicting variable of service quality was given less attention in the previous studies because they had over emphasized on the internal properties of service quality system, employed a simple correlation method to evaluate general respondent attitudes toward particular service quality features, and ignored to measure the effect size of the relationship between service quality dimensions and employee outcomes in the workplace (Mey, Akhbar & David Yong, 2008;Ouyung, 2010;Raza et al, 2012;Osman & Sentosa, 2013). As a result, those studies may not provide adequate findings to be used as guidelines by practitioners in formulating strategic action plans for improving the implementation of service quality program in high competitive organizations (Raza et al, 2012;Osman & Sentosa, 2013).…”

Impact of a Mediating Role of Repurchase Intentions on Customer Retention

“…At the same time, repeat experienced visitors consider different additional services to develop their repurchase intentions and show more willingness to repeat the service. Customers seek a set of needs and wishes, partly related to the essential service and partly to subsidiary services [26], [27]. For example, the main purpose might be a hotel stay and subsidiary services may be scenic visits, recreation and attending local events.…”