Using integrated quality assessment for hotel service quality

Yang, Ching‐Chow; Jou, Yung‐Tsan; Cheng, Lai-Yu

doi:10.1007/s11135-009-9301-4

Cited by 68 publications

(53 citation statements)

References 33 publications

(46 reference statements)

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“…This instrument was validated by Ladhari (2010) by applying it to the context of Canadian tourists. The service quality literature in the lodging industry asserts that the evaluation of service quality is multidimensional, (Ekinci, 2002) and that the recommended factors could not be generic (Akbaba, 2006) since some of these can be different in different hotel settings (i.e., resort hotels, business hotels, motels) and cultures (Yang et al, 2011). Table 1 provides a summary of some of the major research studies on service quality measurement that focused on the hotel industry.…”

Section: Service Quality In Lodging Industrymentioning

confidence: 99%

Unraveling the diverse nature of service quality in a sharing economy

Priporas

Stylos

Rahimi

et al. 2017

Int J Contemp Hospitality Mngt

183

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Purpose-This study investigates customers' perceptions of the service quality facets of Airbnb accommodation using social exchange theory as a suitable conceptual framework to explain aspects of interactivity between guests and hosts.Design/methodology/approach-A self-administered questionnaire consisting of 25 accommodation-specific service quality attributes, structured according to Akbaba's (2006) measurement scale and based on the service quality hierarchical conceptualization described by Brady and Cronin (2001) and Cronin and Taylor (1992), was distributed to Airbnb international guests visiting Phuket, Thailand. The sample was chosen through a two-stage sampling process and the PLS-SEM technique was used for data analysis. Findings-The results showed that convenience and assurance are critical contributors to the measurement of service quality in remote Airbnb lodgings. The findings further revealed that Airbnb guests are mainly interested in lodgings which have access to certain tourist sights, and in 2 easily accessible information and efficient resolution of problems during their stay. We also found that guests greatly value the convenience and flexibility offered by Airbnb, and that they particularly appreciate the warm hospitality provided by the hosts. Finally, Airbnb guests have very low expectations of the amenities and services available at the lodgings.Research limitations/implications-Airbnb is one of the most well-known examples of hospitality in the sharing economy and results cannot be generalized to similar accommodation providers in sharing economies. Despite the appropriateness of using the measurement tool provided by Akbaba (2006), it is only one option among others for measuring service quality.Practical implications-The current study can assist hosts in gaining better knowledge of guests' decision making processes and in designing effective marketing strategies by focusing on guests' requirements in terms of service quality. The effective use of competitive strengths and the prioritization of business resources would potentially enhance guests' positive experiences at the accommodation and at the destination.Originality/value-Limited numbers of studies have focused on the sharing economy and hospitality and in particular on Airbnb and this is the first study with a focus on service quality issues in terms of Airbnb accommodation.

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Section: Service Quality In Lodging Industrymentioning

confidence: 99%

Unraveling the diverse nature of service quality in a sharing economy

Priporas

Stylos

Rahimi

et al. 2017

Int J Contemp Hospitality Mngt

183

View full text Add to dashboard Cite

show abstract

“…In the findings, service was perceived as more important across different segments than the room overall, but cleanliness received higher mean scores. In another study (Yang et al, 2011) that explored the effect of hotel attributes and service on guest experience, the authors concluded that customers evaluate product and service quality based on key attributes the customers think are important. Different hotel attributes and services have varying impacts on hotel guests' lodging experiences and satisfaction.…”

Section: Attribute Performance and Ewom Motivationsmentioning

confidence: 99%

Hotel attribute performance, eWOM motivations, and media choice

Yen

Tang

2015

International Journal of Hospitality Management

147

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“…Delivering service with a high level of perceived quality can enhance customer loyalty, thus improving customer retention (Hu et al 2009). The effect of service quality on customer satisfaction and its influence on gaining competitive advantage is undeniable (Yang et al 2011). Although many studies have been conducted to identify the most important dimensions of service quality, the research on the comprehensive evaluation of service quality has been limited.…”

Section: Introductionmentioning

confidence: 99%

Data envelopment analysis in service quality evaluation: an empirical study

2014

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Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a single measure for evaluating the multiple-item service quality construct based on the SERVQUAL model. A slack-based measure (SBM) of efficiency with constant inputs is used to calculate the PSQI. In addition, a nonlinear programming model based on the SBM is proposed to delineate an improvement guideline and improve service quality. An empirical study is conducted to assess the applicability of the method proposed in this study. A large number of studies have used DEA as a benchmarking tool to measure service quality. These models do not propose a coherent performance evaluation construct and consequently fail to deliver improvement guidelines for improving service quality. The DEA models proposed in this study are designed to evaluate and improve service quality within a comprehensive framework and without any dependency on external data.

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Using integrated quality assessment for hotel service quality

Abstract: Business hotels, Resort hotels, Importance-Satisfaction(I-S) model, Kano’s model, Services quality improvement,

Cited by 68 publications

References 33 publications

Unraveling the diverse nature of service quality in a sharing economy

Unraveling the diverse nature of service quality in a sharing economy

Hotel attribute performance, eWOM motivations, and media choice

Data envelopment analysis in service quality evaluation: an empirical study

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