Examining the effect of servicescape, perceived service quality and emotional satisfaction on hospital image

Batra, Manik; Taneja, Udita

doi:10.1108/ijphm-04-2020-0026

Cited by 7 publications

(4 citation statements)

References 46 publications

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“…The visitors' perceived service quality has a positive relationship with their emotional satisfaction. This finding is in line with past studies directed by Mustaffa et (2016), Ladhari et al, 2017, Batra & Taneja, (2021 and Rahman et al, (2019) where service quality is found to be a predictor of customer emotional satisfaction. In the lodging industry context, Han et.al., (2021) has reported a strong and significant relationship between service quality and customer emotional satisfaction.…”

Section: Discussionsupporting

confidence: 93%

Influence of Service Quality on Emotional Satisfaction in Game Lodges

Njagi

Mwangi

2023

JHT

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Purpose: Service quality in game lodges context elicit customers’ emotional satisfaction, which subsequently influences consumer behavior such as revisit intentions and WOM recommendations. Service quality research has paid more focus on cognitive dimensions of customer satisfaction, giving little attention on affective or customer emotional satisfaction. Hence, the main purpose of this study was to investigate the influence of service quality on tourists’ emotional satisfaction residing in star rated game lodges at Masai Mara National Reserve in Kenya. Methodology: The study adopted epistemological research philosophy guided by positivism paradigm with a quantitative and a cross sectional survey research design. Systematic random sampling technique was used to select the respondents and data was collected using structured questionnaires that were administered to 312 respondents drawn from visitors who resided in star rated game lodges at Masai Mara national reserve and its conservancies in Kenya. Data was analyzed using structural equation model that tested hypothesis and the relationship between service quality and emotional satisfaction. Data was presented in the form of tables and figures. Findings: The findings suggest that in the context of game lodges, service quality is important for developing customer emotional satisfaction. The study results support a positive and significant relationship between service quality and emotional satisfaction. Recommendations: The study contributes immensely to the theoretical background on service marketing by providing thorough examination of the service quality and its influence on emotional satisfaction. The influence of service quality on emotional or affective aspects of customer satisfaction in game lodges context allied to value- percept display theory is rare. Thus, this study broadens the domain of value- percept display theory that has received little attention. The managers in game lodges should identify and improve on the service quality dimensions that make the most significant contribution to emotional satisfaction. This is a significant input to the service marketing especially in the little researched area in service quality perceptions and emotional responses among the traditional, domestic and the emerging tourism markets in game lodges in Kenya.

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Section: Discussionsupporting

confidence: 93%

Influence of Service Quality on Emotional Satisfaction in Game Lodges

Njagi

Mwangi

2023

JHT

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“…Past studies have consistently shown that ambient conditions significantly influence customer responses and behaviours in consumption situations (Xu and Gursoy, 2020;Demoulin and Willems, 2019). Batra and Taneja (2021) found that ambient conditions positively affect perceived service quality in the healthcare sector, which aligns with Sinniah et al's (2018) empirical result that the physical surroundings (ambience) are crucial predictor of experiential fulfilment in restaurants, affecting customers' overall attitudes toward various coffee outlets. From the previous research findings, it is evident that ambient conditions are likely to influence service quality.…”

Section: 23supporting

confidence: 72%

“…Event convenience EC1 The entrance/exit areas at the event venue are sufficient Pizam et al (1978), Haahti (1986), Chon (1991), Bitner (1992), Driscoll et al (1994), Glasson (1994), Schofield (2001), Gong and Yi (2018), Batra and Taneja (2021) (1978), Chon (1991), Glasson (1994), Schofield (2001), Lai and Chong (2019), Batra and Taneja (2021) AC2 The event venue is clean AC3 I am comfortable in the event venue AC4 The air quality in the event venue is fine Amenities (Space/ Function/Lighting) SFL1 The event venue has sufficient rest areas Schofield (2001), Batra and Taneja (2021)…”

Section: Appendixmentioning

confidence: 99%

Cultural events' service quality, satisfaction and loyalty: a case on an annual cultural diversity event in Borneo

Abdul Gapor,

Chin,

Ngian

et al. 2023

IJEFM

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PurposeThe purpose of this paper is to examine the hard and soft measures of service quality and visitors' satisfaction, which ultimately contribute to visitor loyalty to the destination, specifically in the context of the Borneo Cultural Festival (BCF) in Sibu, Sarawak (Malaysia).Design/methodology/approachThe study uses a quantitative research approach with 427 valid responses from domestic and international tourists of BCF and employs the cognitive-affective-conative theory to examine how the festival impacts visitor loyalty.FindingsThe findings indicate that both hard and soft measures significantly contribute to the service quality and visitor satisfaction at the BCF. Additionally, service quality and visitor satisfaction were found to positively influence destination loyalty, while the relationship between legibility and visitor satisfaction was not significant.Practical implicationsThe findings encourage the ministry and event organisers to adopt a destination event strategy that positions Sibu as an attractive event destination capable of attracting domestic and international tourists.Originality/valueThe findings of this study contribute to the existing body of knowledge on event tourism and destination loyalty by applying the cognitive-affective-conative theory. This study marks the first of its kind, analysing both the tangible (hard) and intangible (soft) measures of service quality and their impact on visitor satisfaction, ultimately influencing visitor loyalty to the destination, particularly in the context of the BCF in Sibu, Sarawak.

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“…(Bates et al, 2019, p. 2) The impact of the physical environments of health and wellbeing service delivery is of increasing interest to marketing scholars. Concepts such as quality (Batra and Taneja, 2021;Mourshed and Zhao, 2012) and customer satisfaction (Sahoo and Ghosh, 2016;Vigolo et al, 2020) are recognized as having a key relationship with physical surroundings paralleling work in the health and geography domains (Conradson, 2005;Duff, 2012;Foley, 2011).…”

Section: Servicescapementioning

confidence: 99%

Servicescape insights in place of birth: from restorative servicescapes to co-curated transformative places

Krisjanous

Davey

Heyward

et al. 2023

JSM

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Purpose Servicescape is well recognized by marketing scholars as a key influence in transformative service outcomes. However, the concept of enabling transformative health outcomes through physical servicescape design is often overlooked. The purpose of this study is to integrate marketing's servicescape research with birth territory theory and the enabling places framework, conceptualizing a Co-Curated Transformative Place (CCTP) framework. Design/methodology/approach This cross-disciplinary conceptual paper uses three places of birth (POB) servicescapes for low-risk birthing women to ground the CCTP framework. Findings Positioned within transformative service research, this study shows how POB servicescapes are CCTPs. The organizing framework of CCTP comprises four key steps founded on agile and adaptive co-curation of physical place resources. Research limitations/implications This study extends the servicescape conceptualization to incorporate the continuum of terrain, introducing adaptive and agile co-curation of places. Practical implications The materiality of place and physical resources in CCTP are usefully understood in terms of co-curated substantive staging according to service actor needs. The CCTP servicescape maximizes desired value outcomes and quality experience by adaptive response to service demands and service actors’ needs. Originality/value Theoretical discourse of health servicescapes is expanded to focus on the material components of place and their foundational role in generating resources and capabilities that facilitate the realization of service value. In the CCTP, service actors flexibly select, present and adapt physical artifacts and material resources of the service terrain according to dynamic actor needs and service responsibilities, enabling transformative outcomes. Co-curation facilitates reciprocal synergy between other dimensions of place and servicescape.

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Examining the effect of servicescape, perceived service quality and emotional satisfaction on hospital image

Cited by 7 publications

References 46 publications

Influence of Service Quality on Emotional Satisfaction in Game Lodges

Influence of Service Quality on Emotional Satisfaction in Game Lodges

Cultural events' service quality, satisfaction and loyalty: a case on an annual cultural diversity event in Borneo

Servicescape insights in place of birth: from restorative servicescapes to co-curated transformative places

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