Moderating role of religion in the relationship between SERVQUAL dimensions and hotel guest satisfaction

Ezeh, Precious Chikezie; Okeke, Titus Chukwuemezie; Nkamnebe, Anayo D.

doi:10.1108/jima-09-2020-0271

Cited by 8 publications

(7 citation statements)

References 51 publications

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“…In today's economy, which is characterized by extreme competition, service quality (SQ) has become essential for business survival (Ezeh et al, 2021;Ezeuduji et al, 2014;Kandampully et al, 2011). Service quality has become a recurrent theme in modern literature and business practice.…”

Section: Literature Reviewmentioning

confidence: 99%

“…According to PricewaterhouseCoopers, (2019), the hotel business in Nigeria grew by 20% in 2018 and is projected to develop at a compound annual growth rate of 12% over the next five years. Evidently, 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 (Adedipe & Adeleke, 2016;Ezeh et al, 2021). The success of hotel industry depends on guests' satisfaction.…”

Section: Introductionmentioning

confidence: 99%

“…For hotel employees to satisfy their customers, it is important to comprehend the needs and preferences of various market segments (Anabila et al, 2022;Ezeh, 2018;Ezeh et al, 2021;Liat et al, 2017;Zhang & Cole, 2016), even across gender. For instance, Ezeuduji et al, (2014) discovered that a strong brand that addresses customers' needs will satisfy and attract customers' repeat purchase.…”

Section: Introductionmentioning

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%

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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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Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Gender Perspectives on the Service Quality of Low-Cost Hotels

Ezeh,

Ezeuduji

2024

ICTR

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“…The measurement of service quality is often based on the concept of SERVQUAL (Liat et al , 2017), which proposes a multiple-item scale approach. For example, the study of Ezeh et al (2021) examines the moderating effect of religion in the relationship between SERVQUAL dimensions and hotel guest satisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

Exploring the impact of social media platform image on hotel customers’ visit intention

Chen²,

Wang³

et al. 2022

IJCHM

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Purpose Many tourism-related industries, such as hotels, use social media as a marketing tool for promotion and distribution. This paper aims to use a model that explores the impact of social media platform image (SMPI) on customers’ visit intention (VI) in a hotel context, using hotel image (HI), motivation (Mot) and anticipated service quality (ASQ) as mediators. The objectives of this study are then: to understand the interactions between the two brand images, to test the mediation effect of HI, Mot and ASQ and to investigate how this interaction contributes to customers’ VI to hotel. Design/methodology/approach This study used a convenience sampling method that targeted respondents who are willing to book a hotel using a social media platform such as Facebook and a hotel reservation website (Agoda, Airbnb, Booking.com, Hotels.com and Trivago) that have forums that allow customers to share their experiences. The survey was conducted through various social media platforms, with 349 responses being collected. Findings This study finds that SMPI contributes to Mot largely through HI, Mot partly mediates the relationship between HI and ASQ and Mot contributes to VI mostly through direct impact and a small part through ASQ. The findings also indicate that SMPI is less potent in terms of contributing to the later constructs if HI is low. Practical implications This research provides practical implications for marketers serving the hotel industry, and social media sites, and establishes the interrelationship between them. This research also offers insight to the hotel managers for using social media platforms to attract potential visitors because social media platforms in recent years have become significant contributors to customers’ decision-making process of booking and visiting a hotel. Originality/value This study provides results on how social media platforms can be caused to become a more effective hotel promotion channel.

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