Towards an understanding of total service quality in hotels

Wilkins, Hugh; Merrilees, Bill; Herington, Carmel Ann

doi:10.1016/j.ijhm.2006.07.006

Cited by 278 publications

(234 citation statements)

References 50 publications

(65 reference statements)

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“…Moreover, there have been numerous empirical studies supporting for the validity of the SERVQUAl model in the hotel service industry (Wilkins et al, 2007;Ladhari, 2009). These study adapted SERVQUAL scale with some modifications to measure hotel service quality such as Tsang and Qu (2000), Al Khattab & Aldehayyat (2011), Boonitt & Rompho (2012), Karunaratne & Jayawardena (2010), Juwaheer & Ross (2003).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Therefore, the measurement of service quality and the evaluation of its impact on the customer satisfaction have been a great concerned topic for academics and practitioners in many service industries including tourism and hotel industries. To measure service quality in hotel, lodging, hospitality business, several frameworks have been developed such as LODGSERV (Knutson et al, 1990), LQI (J. M. Getty & R. L. Getty, 2003) and HOLSERV (Mei et al, 1999); and many studies adopted these scales to evaluate perceived quality in hotel services such as Wilkins et al, (2007), Ladhari, (2009), Al Khattab and Aldehayyat (2011), Boonitt and Rompho (2012, Karunaratne and Jayawardena (2010), Hossain (2012), Markovic and Raspor (2010), Juwaheer (2004), Juwaheer and Ross (2003). These studies provided mixed results on the impacts of different service quality dimensions on customer satisfaction and customer loyalty in various regions including Asian countries.…”

Section: Introductionmentioning

confidence: 99%

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Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

Minh¹,

Hà

Phan

et al. 2015

ASS

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The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in Vietnamese hotels, survey questionnaire was constructed with 23 service quality items covering 5 service quality dimensions based on SERVQUAL model. Data were collected from 432 guests of 33 three-star hotels in Vietnam in 2013. Analysis results indicate that Reliability, Responsiveness, Assurance, and Empathy significantly impact on the customer satisfaction. The study implies that service quality plays an important role as a driver for higher customer satisfaction level in hotel service. Managers would focus on Empathy, Reliability, Responsiveness, and Assurance to achieve high degree of customer satisfaction which leads to customer loyalty and business profit.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

Minh¹,

Hà

Phan

et al. 2015

ASS

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“…Akbaba (2006) modified the SERVQUAL dimensions for the hotel industry and provided five new dimensions comprising tangible, adequacy in the service supply, understanding and caring, assurance, and convenience. Wilkins, Merrilees, & Herington (2007) found three main groups of service quality in a hotel, namely the physical product, quality food and beverage, and the service experience.…”

Section: Process Qualitymentioning

confidence: 99%

The Effect of Process Quality and Outcome Quality on Tourist Loyalty in the Hotel Industry

Keshavarz¹,

Othman²,

Ali³

et al. 2015

MJSS

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“…Succinct reviews of the main criticisms against SERVQUAL and its various adaptations are presented in Ladhari [2] and Buttle [30]. The critique includes its 'gap score' definition [3,4], the improper definition of expectation [5,6], the validity of its items and dimensions [7], the fact that it focuses only on service process and not on the service outcomes [8], and having a multi-level measurement scale [9]. Measuring the product outcome for services may be quite difficult; so service quality is usually measured through the quality of its delivery processes.…”

Section: Review Of Servqual and Its Link To Servperfmentioning

confidence: 99%

Assessment of the quality of service provided by a national regulatory institution

Adetunji¹,

Yadavalli²,

Malada

2013

sajie

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Government institutions need to assess how well they meet the needs of their customers, and what their customers think about the quality of the services they provide. This is aligned with the 'Batho Pele' principle of the South African government. The SERVQUAL scale, augmented with a qualitative survey, was used to determine how the National Home Builders Registration Council (NHBRC) is perceived by its clients, which key factors drive such perceptions, and whether the perceptions are consistent across the different client groups of this regulatory institution. The complementary role of qualitative data in illuminating issues driving quantitative results is highlighted. Service quality scores are computed for the NHBRC. The convergence of opinions of different customer groups was studied using correlation analysis. The significance of service quality perception gaps was tested using the multivariate analysis of variance, and the reliability of the SERVQUAL scale was examined using exploratory factor analysis. It was observed that by improving the feedback mechanism of the NHBRC, their clients' customer service quality perceptions could be enhanced. OPSOMMINGStaatsinstansies moet vasstel hoe goed daar voldoen word aan die verwagtinge van hulle kliënte en wat die opinie van hulle kliënte is aangaande die kwaliteit van die diens wat gelewer word. Dit is belyn met die 'Batho Pele'-beginsel van die Suid-Afrikaanse regering. Die SERVQUAL-skaal , aangevul met 'n kwalitatiewe opname, is gebruik om te bepaal hoe die NHBRC waargeneem word deur sy kliënte, watter faktore hierdie persepsies skep en of die perspesies konsekwent voorkom in die verskillende kliënte-groepe van hierdie regulatoriese instansie. Die komplimentêre rol wat kwalitatiewe data speel om lig te werp op die kwantitatiewe resultate word uitgewys. Verskeie statistiese metodes is aangewend om onder meer die konvergensie van opinie, die betekenisvolheid van diensgapings en die betroubaarheid van die SERVQUAL-skaal te ondersoek. Daar is gevind dat verbeterde terugvoermeganismes binne die NHBRC die persepsie aangaande kwaliteit by hulle kliënte sal verbeter.

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Towards an understanding of total service quality in hotels

Cited by 278 publications

References 50 publications

Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

The Effect of Process Quality and Outcome Quality on Tourist Loyalty in the Hotel Industry

Assessment of the quality of service provided by a national regulatory institution

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