The Relationship between Service Quality Dimensions and Behavioral Intentions in the Egyptian Hotel Industry

Abstract

This study investigates the service quality dimensions within five-star hotels in Cairo in Egypt and how these dimensions further impact customer satisfaction and behavior intentions. A self-administrated questionnaire was used to collect the primary data of this study. The findings obtained from factor analysis indicated five dimensions of service quality: tangibles, adequacy in service quality, understanding and caring, assurance, and Convenience. The findings also indicated that the business guests had the highest importance for the dimension of assurance, adequacy in service supply, understanding and caring, tangibles, and Convenience. Although this study's findings indicated that quality performance (i.e., adequacy in service supply, assurance, understanding, and caring) in the hotels was rationally good, lower ratings were identified for numerous factors. Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant influence on customer satisfaction and behavior inventions.

Ecological hotels' customer satisfaction through text mining of online reviews: a case of Ecuador hotels

“…Therefore, according to the service quality literature review, two clusters from the CONCOR result are part of the SERVQUAL dimension: tangible and empathy. Tangibles are about physically visible aspects (Arumugham et al , 2016), refer to the environment in which the service is delivered, including commodities that facilitate the service's performance or communication (Baiomy, 2021) and contain keywords referring to the hotel's spaces such as: “spacious,” “large,” “super,” “restaurant,” “comfortable,” “buffet,” “bedroom,” “modern,” “impeccable,” “gym,” “breakfast,” “prices,” “bar,” “perfect,” “room,” “great,” “pool,” “little,” “lounge,” “also,” “parking.”…”

“…Empathy entails understanding the mental states of others in human behavior (Umasuthan et al , 2017). To Baiomy (2021), it involves caring for customers as if they are unique and special. Thus, terminologies that elicit those attributes or qualities expressed by customers were “beautiful,” “ideal,” “place,” “elegant,” “pleasant,” “friendly,” “rest,” “enjoy,” “helpful,” “staff,” “cozy,” “attentive,” “food,” “good,” “attention,” “goods” and “facilities.”…”

“…The component rotated matrix assembled 20 terms into five groups: (1) Facilities features include rooms, bedrooms, comfortable, and spacious terminologies. (2) Assurance gathers words referring to “the employees' knowledge and courtesy and the service provider's ability to inspire trust and confidence” (Baiomy, 2021). For example, staff, friendly and helpful are grouped in this dimension.…”