The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels

Dominici, Gandolfo; Palumbo, Federica

doi:10.1504/ijltm.2013.052623

Cited by 29 publications

(17 citation statements)

References 38 publications

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“…P. Saeidi, Sofian, P. Saeidi, S. P. Saeidi, & S. A. Saaeidi, 2015;Vilanova, Lozano, & Arenas, 2009). Many scholars (Dominici & Palumbo, 2013;Luor et al, 2015;Witell et al, 2013) consider that the Kano model has many merits.…”

Section: Discussionmentioning

confidence: 99%

“…Many previous studies have applied the Kano model to measure customer satisfaction. Related research includes that done on hotel industry (Dominici & Palumbo, 2013;Yang, Jou, & Cheng, 2011), the food and beverage industry (Chen, 2012), airlines (Basfirinci & Mitra, 2015;Hu & Hsiao, 2016), and product and service design (Borgianni & Rotini, 2015;Kim & Choi, 2017). However, most of this research addresses service business, and little research is focused on service quality in the property management industry.…”

Section: Kano's Modelmentioning

confidence: 99%

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A New Model to Improve Service Quality in the Property Management Industry

Chiang

Perng

2018

International Journal of Strategic Property Management

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The categories and quality attributes of property services valued by customers in Taiwan are discussed in this paper. We proposed a hybrid model that combines SERVQUAL, the Kano model, and the Refined Kano model in order to examine a sample of three hundred customers. The results show that the new model analysis validated the effectiveness of the proposed approach while maintaining classification power at par with the Kano questionnaire; a lower turnover rate of service staff (X14) shall be considered the quality attribute of Potential (P), inferring that a lower dismissal rate of service staff allows the management to reduce oft-incurred training expenditures and maintain the company’s competitiveness. Indeed, a more consumer-oriented point of view and differentiated service strategies may effectively resolve the cognitive gap (and eventually the overall gap) between property service staff and customers. Consequently, property services providers would do well either to collaborate with research institutions or to carry out periodic surveys using questionnaires to improve the quality of their services.

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Section: Discussionmentioning

confidence: 99%

Section: Kano's Modelmentioning

confidence: 99%

A New Model to Improve Service Quality in the Property Management Industry

Chiang

Perng

2018

International Journal of Strategic Property Management

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“…The main advantages of the Kano Model compared to other models of customer satisfaction widely used in the literature -such as SERVQUAL (Parasuraman et al, 1988), SERVPERF (Cronin & Taylor, 1992), Critical Incident Approach (Hayes, 2008;Dominici & Guzzo, 2010), Disconfirmation Model -are that (Dominici & Palumbo, 2013a;2013b):…”

Section: Methodsmentioning

confidence: 99%

The Culture on the Palm of Your Hand

Palumbo

Dominici

Basile

2014

Handbook of Research on Management of Cultural Products

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The increased usage of mobile apps has a great potential for the tourism industry. Through the use of mobile apps, web portals and social media may allow a fast and wide diffusion of awareness for museum and attract a large number of visitors, thus increasing the value of their image, with moderate investments. The aim of this chapter is to identify the key factors as antecedents of customer satisfaction for the design of a mobile app for a museum. To this aim, the authors use the Kano model that allows categorizing service attributes according to how they are perceived by customers and estimating their impact on customer satisfaction. This model is adopted in order to identify express and latent needs of cultural tourists and to design a mobile app for museum according to their perceptions and expectations. To apply the Kano model, the authors used qualitative data collected through 300 questionnaires administered to tourists visiting the Sicilian cities of Palermo and Trapani over a period of 3 months (October- December 2012). The results of this analysis can be relevant for museum and public managers to plan strategic and operative activities, for researchers in the field of touristic marketing, for application developers, and for all those concerned with touristic and cultural heritage issues.

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“…Hotel attributes is seen as value drivers of hotel establishment that are considered by guests to arrive at a positive overall assessment of the hotel thus, enhancing the chance of repeat patronage and positive word of mouth. (Dominici & Palumbo, 2013). The index in the above definitions shows that hotel choice attributes are those hotel unique features which directly influences the choice process and arouse customer's purchase intentions and differentiate from competitor's offerings.…”

Section: The Concept Of Hotel Attributesmentioning

confidence: 99%

Hotel attributes and customer’s choice behavior: evidence from port Harcourt city, Nigeria

Bello

2021

International Journal of Social Sciences and Education Research

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This paper tested a structural model that examines the proposed relationships between hotel attributes and hotel choice in respect to customers in Port Harcourt, Rivers Nigeria. The study used a structured questionnaire hence, a quantitative research design. Multiple regression analysis was used for analysis of data collected using statistical package for social science (SPSS) software version 23. The result shows that all the six hotel attributes have positive and significant relationship with customer's hotel choice behavior in respect to the study area. Result further validates the proposed Hotel Choice Indicators (HCI) Model for hotels in Port Harcourt City. This study contributed to the body of knowledge by proposing and validating the HCI Model for hotels in an emerging economy and Port Harcourt City in particular. It authenticates attribute that influence hotel choice behavior among hotel patrons in Port Harcourt. The study also increased the explanatory power of the push-pull theory in explaining hotel choice attribute or attributes in an emerging economy.

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The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels

Cited by 29 publications

References 38 publications

A New Model to Improve Service Quality in the Property Management Industry

A New Model to Improve Service Quality in the Property Management Industry

The Culture on the Palm of Your Hand

Hotel attributes and customer’s choice behavior: evidence from port Harcourt city, Nigeria

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