How do customers evaluate hotel service quality? An empirical study in Tehran hotels

Najafi, Seyedvahid; Saati, Saber; Bighami, Mohammad Kazem; Abdi, Fatemeh

doi:10.5267/j.msl.2013.10.019

Cited by 6 publications

(3 citation statements)

References 41 publications

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“…Using exploratory factor analysis, five service quality dimensions of ''tangibles'', ''problem solving'', ''service supply'', ''empathy'', and ''security'' were identified. The validity and reliability of the scale were also verified (Najafi et al 2013). Table 1 shows the five dimensions and their respective service quality attributes.…”

Section: Hotel Service Qualitymentioning

confidence: 88%

Data envelopment analysis in service quality evaluation: an empirical study

2014

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Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a single measure for evaluating the multiple-item service quality construct based on the SERVQUAL model. A slack-based measure (SBM) of efficiency with constant inputs is used to calculate the PSQI. In addition, a nonlinear programming model based on the SBM is proposed to delineate an improvement guideline and improve service quality. An empirical study is conducted to assess the applicability of the method proposed in this study. A large number of studies have used DEA as a benchmarking tool to measure service quality. These models do not propose a coherent performance evaluation construct and consequently fail to deliver improvement guidelines for improving service quality. The DEA models proposed in this study are designed to evaluate and improve service quality within a comprehensive framework and without any dependency on external data.

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Section: Hotel Service Qualitymentioning

confidence: 88%

Data envelopment analysis in service quality evaluation: an empirical study

2014

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“…As an example, researchers Najafi, Saati, Bighami, and Abdi, developed an adaptation to Parasuraman, Zeithaml, and Berry's original SERVQUAL model to assess perceived quality in hospitality and used five dimensions: empathy, safety, tangible aspects, problem solving, and service delivery. The validity and reliability of the scale was verified (Najafi et al , 2013). The results of the study conducted by Najafi et al (2015) on two hundred and ten guests of nine five-star hotels in Iran show that the guests' expectations were not met by the hotel services and that the dimensions with the least differences were: safety, problem solving, tangible aspects, service delivery and empathy (Najafi et al , 2015).…”

Section: Assessing Quality In Specific Family Business Tourism Contextsmentioning

confidence: 99%

Assessment of the quality of the service perceived in specific contexts of management of a family business

Igreja

Sousa

Silva

et al. 2021

JFBM

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PurposeThe aim of this paper is to apply the SERVQUAL model to evaluate the quality perceived by customers in the context of family hotel management in Portugal. More specifically, to assess the influence of interpersonal relationships (service providers and customers) in family business services in the wine tourism segment (i.e. wine hotel and spa). In this way, it aims to provide data that can support this family hotel to reinforce the quality of the services provided to guests and therefore their satisfaction and loyalty.Design/methodology/approachThe statistical techniques, using Microsoft Excel 2016® and SPSS Statistics 25.0®, were multivariate for the analysis and validation of the results. In this analysis it can be seen that except the empathy dimension, in which the evaluation of perceived quality is positive, i.e. customer perceptions were higher than expectations, the remaining dimensions of the SERVQUAL model were negative. The safety dimension ranked second, followed by service delivery dimensions, problem solving and tangibility.FindingsThe results show that the empathy dimension positively influences the evaluation of the perceived quality and thus also the satisfaction and loyalty of guests to the family hotel in the wine tourism segment. So, it is recommended that the hotel management of this family hotel reinforces service quality by investing in the improvement of physical facilities, problem-solving capacity, and service delivery, to obtain higher levels of perceived quality service and hence customer satisfaction and loyalty and, simultaneously, increase its performance and organizational sustainability.Research limitations/implicationsIn addition to the direct contributions to the hotel management of this family business hotel, this study contributes to the development of the marketing scientific area, tourism and hospitality industry.Practical implicationsSeveral studies argue that the competitive advantage of the hotel business is based on the creation of value and of experiences for the customer, but in the context of family hotels, the creation of value for the customer is even more relevant, given the characteristics of this type of business, such as its small size and the reduced number of employees. Family hotels should invest in tools and techniques that allow them to create value for the customer through the quality of service offered to their guests.Originality/valueThis paper aimed to evaluate perceived quality in the context of family hotel management in Portugal. In particular, the contribution of interpersonal relationships (between service providers and guests), in hotel services in the wine tourism segment in Portugal. According to the analysis of the results of the exploratory study to Hotel context, it was concluded that there are differences between the perceptions and expectations of hotel guests.

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“…However, one primary question is to find influencing factors on increasing customer loyalty and whether the present services could satisfy customers to remain loyal to firm's different services. Najafi et al (2013) studied the dimensions of hotel service quality and evaluated relative importance of different factors. They also evaluated service quality of Tehran hotels in terms of guests' perspectives based on SERVQUAL model.…”

Section: Introductionmentioning

confidence: 99%

An empirical investigation on factors influencing customer loyalty and their relationships with quality of services: A case study of insurance firm

Pourrahidi¹,

Kiani²,

Jafari³

2014

10.5267/j.msl

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In this paper, we present an empirical investigation to study the effect of various factors influencing customer loyalty and quality of services on customer satisfaction and customer loyalty. The proposed study is implemented in one of Iranian insurance firms by choosing a sample of 171 randomly selected customers of this insurance firm. We use SERVQUAL standard questionnaire to measure customer satisfaction. The study examines three hypotheses associated with the proposed study using one-way t-student as well as path analysis, and the results have confirmed all three hypotheses. The study also uses Freedman test to rank the most important factors and detects that value was the most important issue followed by trust, customer satisfaction, empathy, value and resistance to change.

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How do customers evaluate hotel service quality? An empirical study in Tehran hotels

Cited by 6 publications

References 41 publications

Data envelopment analysis in service quality evaluation: an empirical study

Data envelopment analysis in service quality evaluation: an empirical study

Assessment of the quality of the service perceived in specific contexts of management of a family business

An empirical investigation on factors influencing customer loyalty and their relationships with quality of services: A case study of insurance firm

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