Relationship between the Star and the Hotel Service Guarantees of Customer Satisfaction

Shahril, Aslinda Mohd; Aziz, Yuhanis Abdul; Othman, Mohhidin; Bojei, Jamil

doi:10.5539/ijef.v7n4p82

Cited by 4 publications

(10 citation statements)

References 18 publications

(16 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The second aspect that the customers prefer is the tangible aspect such as modern look equipment, adequate capacity, comfortable atmosphere and materials provided in the room should be adequate, hence the first hypothesis which is tangible influences customer satisfaction is supported (β=0.316, p < 0.05). It seems the 3-star hotel rating does not give enough impact on customer satisfaction as it shows for 4-star and 5-star hotel (Shahril, Aziz, Othman, and, Bojei, 2015). From the hypothesis 4 testing it shows that hotel rating did not influence customer satisfaction (β=0.049, p > 0.05).…”

Section: Findings and Discussionmentioning

confidence: 91%

The Relationship between Hotel Rating and Customer Outcomes and Its Implication towards Revisit Intention

Kumar

Zikri

2018

FIRM

View full text Add to dashboard Cite

This research aims to examine HOLSERV with three dimensions namely, employee, tangible and reliability, towards its relationship on customer satisfaction and return intention rather than SERVQUAL because it suits hotel environment. The object analysis was Bandung which proclaimed herself as a tourism city with quiet number of hotels rating as non-star to five-star hotels. From 41 three-star hotels, this research managed to cover 29 hotels to conduct this research. Respondents with total number of 355 participated to fill the questionnaire with the helped of hotel managers by spreading it to their customers who were checking out of the hotel. Structural equation modeling was applied to test the hypothesis and the results show that tangibility and reliability influence customers’ satisfaction but not employee. In addition, customer satisfaction influences return intention.

show abstract

Section: Findings and Discussionmentioning

confidence: 91%

The Relationship between Hotel Rating and Customer Outcomes and Its Implication towards Revisit Intention

Kumar

Zikri

2018

FIRM

View full text Add to dashboard Cite

show abstract

“…It should be noteworthy that the propensity to buy another service from the same provider indicates customers' satisfaction. Consequently, to ensure that customers return even after using the guarantee of the service offered, companies must keep a continuous record of their customer's perception and experience (Shahril et al. , 2015).…”

Section: Resultsmentioning

confidence: 99%

“…Other studies on SG reveal that consumers prefer more specific guarantees, as they generate more trust (McColl et al. , 2019; Shahril et al. , 2015).…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 98%

Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses

Oliveira

Souki

Silva

et al. 2022

APJBA

View full text Add to dashboard Cite

PurposeCompanies' relationship with their customers through e-commerce platforms has increased considerably in the past few years, bringing new challenges concerning service guarantees (SG). This study aims to propose a framework of the relations between customers' expectations on SG, their negative experiences and their attitudes and behavioural intentions towards an e-commerce platform.Design/methodology/approachThe research had a qualitative and descriptive approach. Testimonials from clients of an online e-commerce platform were obtained through interviews via videoconference and non-participant observation on a complaints website in Brazil. The testimonies were analysed through content analysis.FindingsThe customer expectations regarding the SG offered by the e-commerce platform are congruent with the five categories of the theory that support this research. Customer testimonials on the complaints site show that their negative experiences with the e-commerce platform generated negative emotional, cognitive and behavioural responses towards the company. A framework was proposed, including customers' expectations regarding SG, their negative experiences and their repercussions on clients' attitudes and behavioural intentions.Originality/valueThis article is the only that contemplates customers' expectations about SG in an e-commerce platform, relating them to attitudes and behavioural intentions. Thus, its framework demonstrates the relationships between customer expectations about SGs, their negative experiences and attitudinal and behavioural repercussions. This article brings academic and managerial contributions for companies and managers of e-commerce platforms. It contributes to clients and consumer protection associations by revealing problems they face with SG on e-commerce platforms. This research can be used by those responsible for elaborating laws and public policies to regulate and inspect the relationships between e-commerce platforms and their customers.

show abstract

“…In this sense, the empowerment of call centers’ employees, and the implication of autonomy and knowledge about work-related situations, may increase their sense of responsibility and capacity to better respond to customer needs (Kim, 2007; Ayupp and Chung, 2010; Kassim et al , 2012; Shahril et al , 2015; Proença et al , 2017). According to Ongori (2009) and Isimoya and Bakarey (2013), it is important to allow contact employees to have the autonomy, self-control and job discretion to achieve the efficiency and effectiveness of services.…”

Section: Customer Satisfaction Empowerment and Job Satisfactionmentioning

confidence: 99%

“…To satisfy customers, contact employees must adapt their behavior to the needs of each service delivery (Ueno, 2008; Chebat and Kollias, 2000). It is the employees who create the image of an organization and contribute to a service of excellence (Schepers et al 2016; Shahril et al , 2015; Chebat and Kollias, 2000).…”

Section: Introductionmentioning

confidence: 99%

Empowerment in call centers and customer satisfaction

Proença

Rodrigues

2021

MRJIAM

View full text Add to dashboard Cite

Purpose Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze the impact of structural empowerment (SE) and psychological empowerment (PE) on customer satisfaction (CS) through employee job satisfaction (JS) at a call center in Portugal. Design/methodology/approach Data were collected by means of a survey handed over personally to 267 employees at the call center of a telecommunication company. This was then linked to their respective net promoter score (CS) provided by the call center. Confirmatory factor analysis and structural equation modeling were used as analytical tools. Findings SE affects PE, and both have a positive impact on JS. Empowerment impacts CS: SE positively affects CS mediated by PE; and PE affects CS mediated by JS. Practical implications This study emphasizes the importance of the use of organizational practices of SE in call centers to achieve two important organizational outcomes: employee JS and CS. Originality/value This study tests a process model involving two domains, HRM (employee side) and service delivery (customer side), which are traditionally dealt with separately in the context of call centers. This helps to understand how HRM polices are connected to CS. Although some of these relationships have been studied separately in different contexts, the research offers a strong methodological design by linking employee perceptions of empowerment with data provided by the firm on CS.

show abstract

Relationship between the Star and the Hotel Service Guarantees of Customer Satisfaction

Cited by 4 publications

References 18 publications

The Relationship between Hotel Rating and Customer Outcomes and Its Implication towards Revisit Intention

The Relationship between Hotel Rating and Customer Outcomes and Its Implication towards Revisit Intention

Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses

Empowerment in call centers and customer satisfaction

Contact Info

Product

Resources

About