Measurement of Service Quality in the Hotel Industry

Yılmaz, İbrahim

doi:10.1080/13032917.2009.10518915

Cited by 45 publications

(42 citation statements)

References 31 publications

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“…Akbaba, 2006;Saez et al, 2007), was chosen as it overcomes the boredom and confusion caused by two administrations in SERVQUAL. A five-point scale rather than a seven-point scale was selected to increase response rates (Akbaba, 2006;Babakus and Manngold, 1992;Yılmaz, 2009). The five-point scale for expectations went from 1 (very low) to 5 (very high) and for perceptions went from 1 (definitely not met) to 5 (definitely met).…”

Section: Methodsmentioning

confidence: 99%

“…In this competitive arena, service quality has become a critical success factor (Avcikurt et al, 2011;Saez et al, 2007). Thus, it is imperative that hotel managers get ongoing feedback from their customers about the quality of their services so they can continuously enhance them (Braunlich et al, 1995;Briggs et al, 2007;Nadiri and Hussain, 2005;Yılmaz, 2009).…”

Section: Measuring Service Quality In Hotelsmentioning

confidence: 99%

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Measuring food and beverage service quality in spa hotels

Giritlioğlu

Jones

Avcıkurt

2014

International Journal of Contemporary Hospitality Management

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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. AbstractPurpose -The aim of this study was three-fold: first, to develop an instrument to evaluate food and beverage service quality in spa hotels; second, to identify aspects of food and beverage service quality of which customers had the highest expectations, i.e. the key dimensions of food and beverage service quality in spa hotels; third, to measure customer perceptions of the spa hotels in this study and to identify those dimensions with the largest gap between customer expectations and perceptions. Design/methodology/approach -A self-administrated questionnaire was distributed to 331 customers at four different spa hotels in Balikesir, Turkey. Exploratory and confirmatory factor analysis was used to identify service quality dimensions. Cronbach Alpha indicated the reliability of the factors identified. Customer expectations, perceptions and gaps between expectations and perceptions for each dimension were measured. Findings -Factor analysis revealed six quality dimensions: "assurance and employee knowledge"; "healthy and attractive food"; "empathy"; "tangibles"; "responsiveness of service delivery"; "reliability". Customer expectations were highest for "tangibles" and "assurance and employee knowledge". The largest gaps between perceptions and expectations were for "healthy and attractive food" and "tangibles". Practical implications -Key dimensions for food and beverage service quality in spa hotels were identified and a reliable instrument for measuring provision was developed. This should be applied by managers on an ongoing basis to evaluate their performance and give them a better understanding of food and beverage service quality in spa hotels. The study provides specific information on the performance of Turkish spa hotels in relation to food and beverage service quality. Originality/value -This research addresses the paucity of research on customer perspectives of food and beverage provision in spa hotels and contributes to enhanced understanding of spa tourists and their expectations and perceptions of the service quality of food and beverage service quality.

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Section: Methodsmentioning

confidence: 99%

Section: Measuring Service Quality In Hotelsmentioning

confidence: 99%

Measuring food and beverage service quality in spa hotels

Giritlioğlu

Jones

Avcıkurt

2014

International Journal of Contemporary Hospitality Management

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“…Collier (2015) argued that empathy is the most important skill for all customer service representatives. Similarly, in the service quality in the hotel industry, Yilmas (2009) also found that empathy is the most important dimension in predicting hotel customer"s overall service quality evaluation. However, the importance of these dimensions is likely to vary depending on the context.…”

Section: Discussionmentioning

confidence: 99%

Interaction Quality on Satisfaction: Season Ticket Holders’ Perspective

Lee¹,

Bang²

2017

JPESM

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The literature in the service industry shows that the role of human interaction is critical for consumers" overall satisfaction with the service. This also applies to the sport industry where consumers interact with organizations" employees. The purpose of this study was to investigate the influence of interaction quality on season ticket holders" satisfaction level with their respective ticket representative. The dimensions of reliability, assurance, empathy, and responsiveness were used to measure interaction quality between ticket representatives and season ticket holders. A season ticket holders" annual survey (n= 1,149) from a Major League Baseball team located in the Northeast region of the USA was used. The results of multiple regression analysis revealed that all four dimensions significantly influenced respondents" satisfaction level with ticket account representatives while "empathy" was the most important factor (β= .35, p< .001) and responsiveness (β= .09, p< .005) was the least factor on season ticket holders" satisfaction level. Discussions and managerial implications of the results were followed.

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“…As pesquisas têm sido desenvolvidas, grosso modo, Chagas, M. M., Sampaio, L. M. B., Santos, K. E. B. Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: um estudo em Natal/RN a partir de adaptações de outras áreas, mas, não constituindo, ao longo do tempo, um corpo teórico próprio robusto como é necessário para uma atividade tão específica e estratégica como a turística (Bedia, Fernández & López, 2007;Yilmaz, 2009;Juwaheer, 2004;Akbaba, 2006;AlbaceteSáez, Fuentes-Fuentes & Lloréns-Montes, 2007). Em resumo, se pode afirmar que a despeito do reconhecimento da importância de tais constructos e relações a área de turismo carece de estudos específicos, mais precisamente no que diz respeito ao desenvolvimento de modelos e instrumentos próprios (Bedia, Fernández & López, 2007;Yilmaz, 2009;Juwaheer, 2004;Akbaba, 2006;Albacete-Sáez, Fuentes-Fuentes & Lloréns-Montes, 2007), como também da análise da relação causal entre os constructos mencionados (Chi & Qu, 2008;Bosque & Martín, 2008;Chen & Tsai, 2006;Zabkar, Brencic & Dmitrovic, 2009;Yoon & Uysal, 2005;Correia & Pimpão, 2005).…”

Section: Introductionunclassified

Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: Um estudo em Natal/RN

Chagas

Sampaio

Santos

2013

RBTUR

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Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: Um estudo em Natal/RN Analysis of tourism destination image influence on satisfaction e loyalty to sun and sea tourism destinations: A study in Natal/RN Análisis de la influencia de la imagen de el destino en la satisfacción y fidelidad en los destinos turísticos de sol y playa: Un estudio realizado en Natal/RN Chagas, M. M., Sampaio, L. M. B., Santos, K. E. B. Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: um estudo em Natal/RN ou seja, a imagem de destinos afeta direta e fortemente o processo de satisfação e fidelização de turistas. Além disso, a qualidade exerce também influência significativa na satisfação e fidelização. From the results, it was concluded that tourism destination image influences satisfaction and loyalty. Moreover, quality seems to be other important dimension for the satisfaction and loyalty process. Palavras

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Measurement of Service Quality in the Hotel Industry

Cited by 45 publications

References 31 publications

Measuring food and beverage service quality in spa hotels

Measuring food and beverage service quality in spa hotels

Interaction Quality on Satisfaction: Season Ticket Holders’ Perspective

Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: Um estudo em Natal/RN

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