Evaluating Customer Satisfaction: A Contingency Model Approach

Toy, Dan; Kerstetter, Deborah L.; Rager, Robin

doi:10.3727/108354201108749764

Cited by 6 publications

(2 citation statements)

References 24 publications

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“…Overall satisfaction can be defined as the extent to which the level of service perceived by the customer matches the anticipated level of service (Bolton and Drew, 1991;Sulek et al, 1995). It is a function of satisfaction from each of the service components according to its relative importance for the user (Chudy and Sant, 1993;Toy et al, 2002). A user's overall satisfaction is not only a key criterion for level of service, but also a motivation for the behavioral patterns of users as expressed in selection, frequency and manner of use of the service systems (Boulding et al, 1993;Cronin and Taylor, 1992).…”

Section: The Level Of Service Approachmentioning

confidence: 99%

An application of the recreation level of service approach to forests in Israel

Fleishman

Feitelson

2009

Landscape and Urban Planning

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Section: The Level Of Service Approachmentioning

confidence: 99%

An application of the recreation level of service approach to forests in Israel

Fleishman

Feitelson

2009

Landscape and Urban Planning

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“…Nasution and Mavondol., (2005) postulate that the underlying theory of service quality defined by Parasuraman et al (1988) can be open to question as it is not well supported by theoretical and empirical evidence on the relevance of the expectationsperformance gap. Toy et al (2002) in their assessment of the SERVQUAL model take Parasuraman et al (1988) to task for failing to explain the variability of the outcomes of the SERVQUAL model. They have suggested a contingency model approach.…”

Section: Limitations Of the Modelmentioning

confidence: 99%

Service quality at selected hotels in Pretoria, South Africa

Kleynhans¹,

Zhou²

2012

Afr. J. Bus. Manage.

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In today's volatile business environment, hotels are competing for a larger share in the market and customer-driven quality management is becoming the preferred method for improving their performance. To ensure success, a hotel needs to measure the quality of service it renders to its guests in order to identify areas that may require improvement. This fact prompted the researcher to apply the Servqual model to assess the customers' perceptions and their expectations of service quality provided by hotels. The study was quantitative in nature and conducted in the form of a self-administered survey. The findings revealed that the average ratings for expectations were higher than the average perception ratings in all five dimensions of service quality (reliability, empathy, assurance, responsiveness and tangibles). This resulted in a negative total Servqual gap. Tangibles had the largest gap score (-0.59333) when compared with the other gap scores. This implied that guests attached high expectations to the tangible elements of the hotel. In contrast, reliability had the lowest gap score (-0.166) when compared with the other gap scores.

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Visitor Satisfaction

Li¹,

Carr

2004

International Journal of Hospitality & Tourism Administrati

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Evaluating Customer Satisfaction: A Contingency Model Approach

Cited by 6 publications

References 24 publications

An application of the recreation level of service approach to forests in Israel

An application of the recreation level of service approach to forests in Israel

Service quality at selected hotels in Pretoria, South Africa

Visitor Satisfaction

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