The relationship between service quality, customer satisfaction and behavioural intentions

Padlee, Siti Falindah; Thaw, Cheong Yun; Zulkiffli, Siti Nur ‘Atikah

doi:10.20867/thm.25.1.9

Cited by 34 publications

(37 citation statements)

References 49 publications

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“…It was determined that service quality perception has an effect on customer satisfaction by 85%. This result is supported by the study results of Auh and Johnson 52 and Paddle et al, 105 the studies on which the research model was based.…”

Section: Discussionsupporting

confidence: 62%

The Influence of the color of light on the customers' perception of service quality and satisfaction in the restaurant

Özkul

Bilgili

Koç

2020

Color Research & Application

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The physical evidence is influential on the consumer's attitude, quality perception, and purchasing behavior. The service atmosphere within the physical evidence scope is an element that requires huge investments. Together with low-cost small changes, the physical environment could be rendered much more attractive to the consumer. Color and light are among the elements that are suitable for these changes. This research aims to determine whether the color of light in the service atmosphere affects the customer's quality perceptions and customer satisfaction and whether this effect differs according to the color of light. To this end, the restaurant business, which has an essential place in the tourism industry, was chosen as the research experiment ambient. A total of five experiments were conducted in five ambient lighted in different colors with participants. Data were collected with 204 the form of the experiment question According to the analysis results, the perception of service quality and the level of satisfaction were higher in red and yellow-lighted ambient than those in blue and green-lighted ambient. In line with the results, recommendations were made to reduce the physical environment costs in the service production process in restaurants and to achieve a cleaner service production, sustainable production, and consumption through more efficient use of resources. Highlights 1. The light color in the service atmosphere affects the perceived quality and customer satisfaction. 2. Perceived service quality and customer satisfaction differ according to the light color in the service atmosphere. 3. By changing the light color in the service atmosphere, it is possible to increase the level of quality perception and customer satisfaction in a positive way. 4. By changing the color of the light in the service environment, efficient and sustainable cleaner production can be realized with low costs.

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Section: Discussionsupporting

confidence: 62%

The Influence of the color of light on the customers' perception of service quality and satisfaction in the restaurant

Özkul

Bilgili

Koç

2020

Color Research & Application

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“…The sixth hypothesis that is tourist satisfaction positively affects tourist revisit intention is supported and which is also revealed by the different researchers (Adinegara, 2018;Padlee et al, 2019;Khuong and Nguyen, 2017;Canny, 2013). Accordingly, H6 revealed that visitors' satisfaction and revisit intention are directly connected and suggests that local people and entrepreneurs should be concerned about tourists' satisfaction carefully and it ultimately enhance the destination's tourist quantity by ensuring revisit of the tourist.…”

Section: Discussionmentioning

confidence: 71%

“…The concept of revisiting the plan emerges from behavioral intentions. Several studies have finished realizing the constructive relationship and impact among tourist satisfaction, revisit, and word of mouth intentions (Adinegara, 2018;Padlee et al, 2019;Khuong and Nguyen, 2017;Canny, 2013), and researchers showed that when tourists are satisfied regarding the destination, then they repeat the visit. It is expressed that there's a positive relationship between tourist satisfaction and their aim to revisit the destination (Lee et al, 2011).…”

Section: Revisit Intentionmentioning

confidence: 99%

Modeling Tourists’ Satisfaction in the Nature-Based Tourist Destination Using Structural Equation Modeling Technique

Hossain¹,

Mostafa²,

Hossain³

2021

GTG

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The goal of this study is to show how satisfied tourists is of supreme significance to the tourism industry, particularly as it affects the future of a nature-based destination and explores the relationship among destination image, service quality, perceived value, tourist satisfaction, word-of-mouth, and revisit intentions of tourists. The 292 survey data was obtained via a structured questionnaire from tourists who visited the Haor region, Bangladesh and structural equation modeling (SEM) is used to test the hypothetical paths. Six hypotheses were accepted, and one is rejected. Tourism stakeholders can find important knowledge and they can satisfy tourists, which is likely by improving destination.

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“…Several works of literature mentioned the importance of service quality as stated by Albacete-Saez et al (2007) that infrastructure and excellent service attract subsequent visits and increase income. Mola and Jusoh (2011) and Padlee et al (2019) confirmed that service quality is a key element in the hospitality industry that supports the tourism industry. Moreover, Canny (2013) described service quality is a competitiveness key in the tourism industry as well as a characteristic compared to other tourist attractions.…”

Section: Introductionmentioning

confidence: 91%

Dynamic Tourism in ASEAN Countries: Do Institutional Indicators Matter?

Sari

Cahyadin

2021

JESP

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Tourism is one of the fastest-growing industries. Tourism is able to move the economy forward at the micro-level such as encouraging the informal sector and local potential while at the macro level it can increase currency transactions. In various countries, the tourism sector is able to increase domestic and foreign demands as well as to encourage transportation, hospitality, and manufacturing industries. This study examines the effect of institutional indicators on tourism in ASEAN countries during 2000-2018 under dynamic panel estimation. The number of observations was about 180, namely: time series from 2000-2018 and cross-section of 10 countries. ASEAN as one of the destinations in the world requires an increase in institutional quality to be able to compete and provide world-class tourism services. The six institutional indicators were employed such as voice and accountability, political stability and absence of violence, government effectiveness, regulatory quality, rule of law, and control of corruption. Moreover, the dynamic panel estimation was expressed by Pooled OLS and REM estimations. Interestingly, the findings show that political stability compromises the number of tourist arrivals while government effectiveness can stimulate tourist arrivals. Similarly, GDP per capita can hinder the number of tourist arrivals, while the exchange rate leads increasing of tourism arrivals. Thus, the governments in ASEAN countries can promote and cooperate together to develop tourism in the regional level. The GDP per capita of ASEAN countries should be increased, and the level of exchange rate can be maintained at a stable range. Besides, the governments should also improve the quality of institutions.

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The relationship between service quality, customer satisfaction and behavioural intentions

Cited by 34 publications

References 49 publications

The Influence of the color of light on the customers' perception of service quality and satisfaction in the restaurant

The Influence of the color of light on the customers' perception of service quality and satisfaction in the restaurant

Modeling Tourists’ Satisfaction in the Nature-Based Tourist Destination Using Structural Equation Modeling Technique

Dynamic Tourism in ASEAN Countries: Do Institutional Indicators Matter?

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