A service quality measurement architecture for hot spring hotels in Taiwan

Hsieh, Ling‐Feng; Lin, Li‐Hung; Lin, Yi-Yin

doi:10.1016/j.tourman.2007.05.009

Cited by 181 publications

(130 citation statements)

References 26 publications

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“…The spa tourism in Taiwan has encountered seasonal problems; thus, how to provide customers with diverse services to attract them is a crucial topic [23]. Because older adults are characterized as having great amounts of leisure time and the ability to travel anytime render older adults a critical source of customers for the off-season operation of spa businesses.…”

Section: Wellness Tourism and Spasmentioning

confidence: 99%

Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

2015

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This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study.

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Section: Wellness Tourism and Spasmentioning

confidence: 99%

Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

2015

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“…Accordingly, the main objective of the scale of service quality (SERVQUAL) is to clarify the series of gaps that perception of the patients are affected for the quality of health services and make them desirable. The related scales of (SERVQUAL) implemented in previous studies as ( Akbaba, 2006) and (Hsieh;Lin, & Lin, 2008) were revised.…”

Section: Measure Of Service Qualitymentioning

confidence: 99%

Evaluating the Quality of Health Care Services in the Hashemite Kingdom of Jordan

Kharmeh¹

2012

IJBM

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The purpose of this study is to evaluate the quality of health care services provided in the Hashemite Kingdom of Jordan. An instrument of the quality of health service was developed in order to achieve the purpose of this study. The instrument consisted of (31) items, distributed on five dimensions: tangibles, reliability, responsiveness, assurance and empathy. The indications of validity and reliability were confirmed.The sample of this study consisted of (556) patients admitted in hospitals located in three regions within Jordan, north, center and south. The study was conducted in July 2010 and relied on analytical descriptive approach. Adequate statistical methods were performed in order to answer the study questions and test hypotheses. The results showed that the level of quality health services provided to patients of Jordanian hospital was moderate, and the dimensions of the service quality were also moderate except responsiveness and assurance variables that were high. The responsiveness came at the first rank while the reliability ranked lastly. There were no significant differences in the level of quality health services provided to patients of Jordanian hospital regarding social status variable. Furthermore, the results indicated significant differences in the level of quality health services provided to patients of Jordanian hospitals regarding variables of gender, age and region.

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“…Different researchers have used SERVQUAL or modified SERVQUAL for estimation of service quality for many varied services in many countries around the world. For example, Mei, Dean, and White (1999);Juwaheer (2004) ;Hsieh, Lin, and Lin (2008);and Akbaba (2006). Another tool of measuring service quality is SERVPERF that applies performance view of service quality.…”

Section: Literature Reviewmentioning

confidence: 99%