Analysing service quality in the hospitality industry

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractExamines the dimensions of service quality in the hospitality industry by extending the SERVQUAL scale to include eight new items that specifically pertain to the hospitality industry, subsequently referred to as HOLSERV. A total of 1,000 questionnaires were distributed at five mid-luxury hotels in Australia during July to October 1998 and a response rate of 15.5 per cent achieved. Key findings of the study are that service quality is represented by three dimensions in the hospitality industry, relating to employees (behaviour and appearance), tangibles and reliability, and the best predictor of overall service quality is the dimensions referred to as "employees". The findings also show that the one-column format questionnaire provides a valid and reliable, but much shorter, survey. The major implication for managers is that improvements in the behaviour and appearance of their employees is most likely to enhance consumer perceptions of service quality.

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

“…The most widely accepted measure of internal consistency is Cronbach's alpha which is the average of the correlation coefficient of each item with each other item (Cronbach & Meehl, 1955). In this study, calculated Cronbach's alpha values for all scale exceeds the minimum acceptable alpha value of 0.60 (Nunnally, 1978;Phan & Matsui, 2012 (Parasuraman et al, 1988), LODGSERV (Knutson et al, 1990), HOLSERV (Mei et al, 1999)…”

“…More significantly, Mei et al in 1999 examined the dimensions of service quality in the hospitality industry and proposed HOLSERV scale by extending the SERVQUAL scale to include 27 items with 8 new items. This study tested the reliability and validity of HOLSERV and determined which dimension is the best predictor of overall service quality.…”

“…LODGSERV (Knutson et al, 1990), LQI (J. M. Getty & R. L. Getty, 2003), and HOLSERV (Mei et al, 1999) are all developed on the basis of SERVQUAL scale to measure service quality in the lodging, hospitality industry. 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).…”

“…The main target of this study is to investigate the relationship between service quality and customer satisfaction. Therefore, we proposed five hypotheses for this research model as followed: After reviewing literature to model the analytical framework, a questionnaire was developed as an adapted version of SERVQUAL (Parasuraman et al, 1988), and referenced to LODGSERV (Knutson et al, 1990), LQI (J. M. Getty & R. L. Getty, 2003), and HOLSERV (Mei et al, 1999). The questionnaire was first developed in English, and then translated into Vietnamese to be conveniently used in wide survey.…”

“…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.…”