A formative measurement approach for exploring how to form service quality in hot spring resorts

Liu, Xiaoming; Yi, Fu; Chao, Ren-Fang; Li, Jun

doi:10.1177/1467358416683767

Cited by 8 publications

(14 citation statements)

References 61 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…They can also predict overall customer satisfaction from those conversations and comment cards. Customers will have negative consumption emotions and perceived value when they feel uncomfortable evaluating the hot spring establishments' product and service, such as facilities, food, customers service, water quality, surroundings and convenience [93]. Thus, indirect measurements of their perception from conversation and comments avoid eliciting their perception directly and can help managers to obtain their customers' actual perception and predict their overall satisfaction [65].…”

Section: Managerial Implicationsmentioning

confidence: 99%

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Chen

Cheng

et al. 2019

Sustainability

View full text Add to dashboard Cite

To stand out in the hot spring tourism industry, customer satisfaction has become the crucial issue for competitiveness. A company cannot implement several customer satisfaction improvement practices altogether with limited resources. Researchers advocate that companies should evaluate the relationships among success factors and explore determinants for their improvement implementation. However, such a relationship evaluation has not yet been adequately performed. This paper intends to explore the determinants for improving hot spring customer satisfaction. Adopting grounded theory (GT) and using data collected from websites, Ctrip and Qunar, the first 12 key factors for customer satisfaction were identified. Then, their interrelationships were assessed by 15 experts, and interpretive structural modeling (ISM) was employed to analyze the interrelationships and the driving and dependence power among key factors. The results show that "Environment Quality", "Special Resource", "Convenience", "Food", Service Quality", and "Facilities" were the decisive factors affecting customer satisfaction. The findings offer important implications for hot spring management and practice. The contribution of this study is using a novel approach to establish a hierarchical structural model for comprehensive understanding of factor relationships that influence hot spring tourists' satisfaction and to explore decisive factors which can help hot spring practitioners to better plan and design effective improvement strategies to attract potential new consumers and retain their current consumers, especially with limited resources.2 of 20 management, and the rating of "hot springs towns" [4]. However, the market of hot spring resorts is gradually becoming more saturated with more intense competition. Consequently, it becomes difficult for the management to distinguish their operations from other market participants in order to increase or maintain their market share if they do not strategically change or improve.Applicable to both tourism and leisure activities, hot spring resources are not only viewed as a large steaming pool and a "health spa"; instead, they have become cultural carriers for fitness, relaxation, and leisure tourism [5]. Compared with those of sightseeing tours, consumers of hot spring tourism demand higher satisfaction. Delivering superior customer value and satisfaction is crucial to a destination's competitive edge [6]. In the largest contemporary service industry, one of the greatest challenges encountered by management is to deliver and maintain customer satisfaction [7,8]. Contemporary tourists want to have a unique experience and are no longer interested in purchasing a standardized product/service; therefore, to meet the new demands, tourist destinations must assign top priority to achieving tourist satisfaction [9]. On the other hand, with the development of the Internet and social networks, it is easier to transfer customers, and it is more difficult to maintain customer loyalty. Keeping high customer satisfacti...

show abstract

Section: Managerial Implicationsmentioning

confidence: 99%

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Chen

Cheng

et al. 2019

Sustainability

View full text Add to dashboard Cite

show abstract

Section: Literature Reviewmentioning

confidence: 99%

“…The applications of previous recommendations can be seen in Liu et al [25], Dagger et al [26] and Carlson and O'Cass [27]. Liu et al [25] propose a reflective-formative model for measuring service quality in hot spring resorts within which second-order construct (service quality) is formed by six reflective components. Carlson and O'Cass [27] define a conceptual model of an e-service quality as a third-order hierarchical model, whereas first-order constructs possess reflective indicators and then form second-order dimensions, which then form a third-order dimension: e-service quality.…”

Section: Literature Reviewmentioning

confidence: 99%

Audit Service Quality Perceived by Customers: Formative Modelling Measurement Approach

et al. 2021

View full text Add to dashboard Cite

The imperative to measure perceived service quality by a formative model in which it represents higher-order formative construct, consisting of reflective first-order constructs ((sub)dimensions), is defined in leading marketing literature in previous years. That approach is of special importance since model misspecifications were often occurring in perceived service quality measurement researches, which may lead to totally wrong conclusions. Furthermore, when it comes to the perceived audit service quality, according to the knowledge of the authors, this is the first implementation of the described approach. Besides the analysis of perceived quality dimensions (all of them originate from intensively used SERVQUAL instrument and are adopted to audit service quality: tangibles, reliability, responsiveness, assurance and empathy), the model included relations between quality and client’s satisfaction and loyalty. The results were obtained by processing 123 responses from Serbian companies. All dimensions of perceived quality influenced it positively and significantly (the strongest influence is related to assurance, followed by responsiveness; smaller coefficient with relatively similar value describes the influence of reliability; followed by empathy; the weakest is the impact of tangibles). Furthermore, research results pointed to the existence of positive relations between audit quality, satisfaction and loyalty. Hereby, satisfaction partially mediates the relationship between quality and loyalty.

show abstract

“…Numerous instruments are used for measuring perceived service quality in the tourism area and among them, as already stated, also belong SERVQUAL, SERVPERF, LODGQUAL, HOLSERV, LODGSERV, HISTOQUAL (Liu et al, 2016). Most of those instruments rely on SERVQUAL, especially considering studied dimensions and items.…”

Section: Quantitative Tourism Service Quality Measurement Instrumentmentioning

confidence: 99%

“…A lthough part of research models dealing with perceived service quality, satisfaction and loyalty include some additional variables and sometimes consider the relations among those variables differently to some extent (Hallak et al, 2017), it can be generally stressed that increasing service quality leads to more satisfied and loyal service customers. Hereby, within the consideration of perceived service quality as a multidimensional construct, Liu et al (2016) list many instruments used for its measurement in the tourism area: SERVQUAL, SERVPERF, LODGQUAL, HOLSERV, LODGSERV, HISTOQUAL. The use of such instruments presents the best way to capture all the aspects of tourism service quality.…”

Section: Introductionmentioning

confidence: 99%

Linking Tourism Service Quality Measurement and Qualitative Marketing Research

Djokic¹,

Milićević²,

Đokić³

2021

6th International Thematic Monograph: Modern Management Tools and Economy of Tourism Sector in Present Era

View full text Add to dashboard Cite

Generally, increasing service quality leads to more satisfied and loyal service customers. The instruments for measuring service quality are developed and implemented in many service industries, including tourism. However, using such instruments for assessing tourism service quality considers conducting quantitative marketing research which requires significant resources and cannot be performed constantly. On the other hand, the best way to capture all the aspects of tourism service quality is to use those instruments. The authors of this paper consider the possibility of using qualitative marketing research and available data about tourists’ reviews as a manner for monitoring tourism service quality constantly. They propose the approach in which tourists’ reviews are analysed within the qualitative marketing research framework by using quantitative tourism service quality instruments’ items and/or dimensions for coding. The demonstration of such an approach is presented followed by a managerial implications discussion.

show abstract

A formative measurement approach for exploring how to form service quality in hot spring resorts

Cited by 8 publications

References 61 publications

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Audit Service Quality Perceived by Customers: Formative Modelling Measurement Approach

Linking Tourism Service Quality Measurement and Qualitative Marketing Research

Contact Info

Product

Resources

About