Developing a hierarchical model to enhance business excellence in hotel industry of Bangladesh

Asheq

et al. 2022

TQM

PurposeThe purpose of this study is to determine how consumers perceive restaurant service in Bangladesh. The goal of this study is to determine the impact of perceived service quality and price fairness on consumer satisfaction and loyalty toward restaurant services.Design/methodology/approachThe data for this study were collected from 326 respondents who have used restaurant services in Bangladesh. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to evaluate the research data with SmartPLS 3.3.3.FindingsThe current study’s findings indicate that perceived service quality and price fairness both have a direct and significant effect on consumer satisfaction. Additionally, the research findings reveal a considerable association between perceived pricing fairness and consumer pleasure and consumer loyalty. Additionally, findings indicate that perceived service quality and price fairness both have a significant indirect effect on customer loyalty via the mediating effect of consumer satisfaction.Practical implicationsThe current study demonstrates that perceived price fairness has a substantial effect on restaurant consumers’ satisfaction and loyalty; thus, this evidence can assist restaurant owners and managers in developing and implementing their pricing strategy to retain customers. Additionally, the findings have significant implications for restaurant operators, practitioners and policymakers.Originality/valueOnly a few research have been conducted to determine the effect of service quality and pricing fairness on consumer satisfaction and loyalty when it comes to restaurant services. This research conclusion provides guidance to service providers on how to increase customer satisfaction and loyalty through an emphasis on price fairness and service quality.

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service

Asheq

et al. 2022

TQM

“…The EFQM model and academic works (Calvo-Mora et al, 2020;Doeleman et al, 2014;Heras-Saizarbitoria et al, 2012;Kafetzopoulos et al, 2019;Liu et al, 2021;Rahman et al, 2019) show that strategy, people, partnership and process management, improve customer, employee and social results and organizational performance. For example, to achieve the aims and the results programmed by the organization, organizations approve objectives and strategies.…”

Section: Enablers and Results Of Efqmmentioning

confidence: 99%

The link between transformational leadership and the EFQM model elements

Tarı́

Maquieira

Molina‐Azorín

2023

BPMJ

PurposeThis work examines the relationship between transformational leadership and enablers and results of the European Foundation for Quality Management (EFQM) model 2013 and the relationship between the EFQM model elements (enablers and results).Design/methodology/approachThe work employs partial least squares (PLS) and empirical data from 102 hotels.FindingsTransformational leadership is key to facilitate the enablers of the EFQM model (strategy, people, partnership and processes) and improve customer, employee and social results and organizational performance.Originality/valueThe present work expands previous studies that focus on analyzing the link between enablers and results of EFQM by showing that transformational leadership is an appropriate leadership style to foster the EFQM model elements. It empirically supports the view that transformational leadership is a facilitator that can foster the EFQM enablers and improve results in hotels. Thus, it also sheds light on the controversial link between transformational leadership and various performance measures (customer, employee and social results and organizational performance).

“…In addition, there is no order inversion when new alternatives are included. Rahman et al (2019) used AHP with ratings to propose a system of business excellence aimed at the Bangladesh hotel industry. In another example of the application of this approach, Petrillo et al (2018) developed a carpooling system platform model based on different criteria.…”

Section: Ahp With Ratingsmentioning

confidence: 99%

Evaluation of the socioeconomic and environmental sustainability of banking institutions in Brazil using the Analytic Hierarchy Process with ratings approach

et al. 2021

Large banking institutions play an important role in sustainable development, especially owing to their size and capillarity. Therefore, the objective of this study is to compare sustainability indicators (economic, environmental, and social) published in the reports of some of these institutions that operate in the Brazilian market. The four banks selected for this study were the ones that published their sustainability reports in the 2017 Global Reporting Initiative standard, and that comprised the portfolio of the Corporate Sustainability Index, promoted by “Brasil, Bolsa e Balcão,” in 2018. These banks were Banco do Brasil, Bradesco, Itaú, and Santander. The analytic hierarchy process (AHP) with the use of ratings was used to carry out the research. After elaborating on the hierarchical structure of the problem, specialists, who were researchers in the field of sustainability, were required to weigh the degree of relevance of each of the indicators analyzed in this study. A ranking of the selected banks was then obtained in relation to their sustainability performances, which was based on the weights given to each indicator and the data available in the sustainability reports of each institution investigated. The banks were ranked in the following order: Itaú, Santander, Bradesco, and Banco do Brasil. The results of this study showed that there is room for evolution in relation to sustainability, mainly in the social department, in the banking sector. The AHP method with the use of ratings proved to be efficient, especially because it allowed for the weighing of the evaluation criteria and sub-criteria; this proved the usefulness of the method in comparing companies with regard to their sustainability performance.