Service Quality Dimensions in Hotel Service Delivery Options: Comparison between Human Interaction Service and Self-Service Technology

Park, Soona; Kwun, David Joon-Wuk; Bufquin, Diego

doi:10.1080/15256480.2021.1935392

Cited by 14 publications

(11 citation statements)

References 78 publications

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“…This implies that if universities continue to improve in areas like e-learning, internet banking, library services and campus check-in or check-out through the use of internet, the level of service quality could also rise and influence customer satisfaction and loyalty. This is supported by earlier studies by De Leon et al (2020), Iqbal et al (2018) and Park et al (2021) which confirmed a positive relationship between service quality and technological development. Moreover, the study supports the SERVQUAL model by Parasuraman et al (1985) which analyses the gap between an organisation's service quality performance versus its customers' service quality needs.…”

Section: Discussionsupporting

confidence: 85%

“…Existing literature suggests that service quality influences customer satisfaction and loyalty (Atmojo, 2015; Chikazhe and Nyakunuwa, 2021; Djelassi et al , 2018; De Leon et al , 2020; Iqbal et al , 2018; Johnson et al , 2008; Paais and Pattiruhu, 2020; Park et al , 2021). This study established that self-service technology enhances university service quality.…”

Section: Discussionmentioning

confidence: 99%

“…According to literature, direct relationships among self-service technology, service quality, job performance, customer satisfaction and loyalty have been examined (Chikazhe et al, 2020;Djelassi et al, 2018;De Leon et al, 2020;Iqbal et al, 2018;Johnson et al, 2008;Park et al, 2021;Singh, 2016). However, none of these prior studies considered graduate perceived job performance as a mediating factor on the effect of university service quality on graduates' satisfaction loyalty.…”

Section: Role Of Selfservice Technologymentioning

confidence: 99%

“…Previous studies have focused on direct relationships among self-service technology, service quality, job performance, customer satisfaction and loyalty (Chikazhe and Nyakunuwa, 2021; Djelassi et al , 2018; De Leon et al , 2020; Iqbal et al , 2018; Johnson et al , 2008; Park et al , 2021). However, the relationship between self-service technology and university service quality is scarce in the extant literature.…”

Section: Development Of Research Hypotheses and Research Modelmentioning

confidence: 99%

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The role of self-service technology and graduates’ perceived job performance in assessing university service quality

Chikazhe

Bhebhe

Nyagadza

et al. 2022

QAE

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Purpose This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this study examines the mediating role of perceived job performance on the effect of university service quality on graduates’ satisfaction and loyalty. Design/methodology/approach A quantitative methodology was adopted where university graduates’ perceptions of self-service technology and job performance were used to assess the level of the university’s service quality. Through a cross-sectional survey, data were collected from 280 university graduates employed in Chinhoyi town, Zimbabwe, during the period between August and December 2021. Findings This study’s findings indicate that self-service technology influences university service quality which in turn impacts on graduates’ perceived job performance, satisfaction and loyalty. Graduates' perceived job performance was also found to partially mediate the effect of university service quality on satisfaction and loyalty among graduates. Research limitations/implications This study’s results are instrumental to enable university’s management in developing economies to adopt and improve self-service technologies as this enhances university service quality and graduates’ perceived job performance, satisfaction and loyalty. Originality/value This paper provides new insights, that is, the incorporation of graduates’ perceptions of self-service technology and job performance in assessing the university’s service quality. This research further clarifies the function of graduates’ perceived job performance in mediating the effect of university service quality on graduate satisfaction and loyalty. This study further adds to our understanding of tools, criteria and methods for assuring university service quality.

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Section: Discussionsupporting

confidence: 85%

Section: Discussionmentioning

confidence: 99%

Section: Role Of Selfservice Technologymentioning

confidence: 99%

Section: Development Of Research Hypotheses and Research Modelmentioning

confidence: 99%

See 2 more Smart Citations

The role of self-service technology and graduates’ perceived job performance in assessing university service quality

Chikazhe

Bhebhe

Nyagadza

et al. 2022

QAE

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“…This new trend is essential because technology is changing the way customers relate to hotels, particularly to service delivery: there is an increase in customers' interactions with the hotel by means of self-service technologies delivery. In hotels with hybrid service delivery models, human interaction service and selfservice technologies [94], employees and customers co-create the service experience-the customer acts as a co-creator of value and as a service provider [111]. This entire process is influenced by the employees' perceptions of the service climate and by the positive perceptions of customers [35,38].…”

Section: Discussionmentioning

confidence: 99%

A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality

2021

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The purpose of this study is to carry out a systematic literature review and map the service climate in hospitality to discuss the future of the construct as a sustainable competitive advantage. A bibliometric (Bibliometrix) and network (VOSviewer) analysis were conducted in order to review the literature of 63 hospitality service climate articles published between 2005 and 2021, covering 167 authors, 30 journals, 17 countries, and indexed with 241 authors keywords. The “International Journal of Contemporary Hospitality Management” presents the most considerable accumulated growth of the hospitality service climate articles. The content analysis showed a total sample with 3519 customers and 23,068 employees, and all include women and men. The studies were carried out mainly in Asia. The research trend topics revealed that performance is one of the most crucial link factors, and keywords such as service climate, performance, antecedents, and perceptions are closely related. Finally, it is essential to highlight that the new trends are related to technology, industrial revolution 4.0, big data, and HR analytics.

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Guest Perception of Technology vs. Human Interaction in Hotel Check-in Process Implication for Service Quality

Castillo-Picón,

Nagadeepa,

Rani

et al. 2024

Lecture Notes in Networks and Systems

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Service Quality Dimensions in Hotel Service Delivery Options: Comparison between Human Interaction Service and Self-Service Technology

Cited by 14 publications

References 78 publications

The role of self-service technology and graduates’ perceived job performance in assessing university service quality

The role of self-service technology and graduates’ perceived job performance in assessing university service quality

A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality

Guest Perception of Technology vs. Human Interaction in Hotel Check-in Process Implication for Service Quality

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