The Relationship Between Service Quality and Customer Satisfaction on Luxurious Hotels So to Produce Error-Free Service

Varsanis, Konstantinos; Belias, Dimitrios; Kakkos, Nikolaos; Chondrogiannis, Michalis; Rossidis, Ioannis; Mantas, Chris

doi:10.1007/978-3-030-12453-3_8

Cited by 8 publications

(10 citation statements)

References 20 publications

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“…The relationship between expected and perceived quality has previously been studied in publications about different economic sectors such as nursing [110] or air transport [111]. In the tourism sector, studies have been carried out into the management of tourist boats [112] and luxury hotels [113]. Most of these studies have shown how the evaluation of the tourist experience at a site is essential to gain knowledge about expected and perceived quality and value.…”

Section: Discussionmentioning

confidence: 99%

The Loyalty of Tourism in Synagogues: The Special Case of the Synagogue of Córdoba

Río

Rojas

Romero

et al. 2020

IJERPH

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Tourism in synagogues is an activity which is increasing in popularity due to the current interest in cultural and patrimonial heritage. The synagogue in Córdoba has become an irreplaceable Jewish tourist destination in Spain due to its origins, construction, conservation, and recognition by international organizations. This article analyzes the loyalty of tourism in synagogues using variables such as satisfaction, loyalty and the expected and perceived value of the destination and the historical monument using a structural research equations methodology. No previous studies on tourism at synagogues using structural equations have been made. The data was obtained by means of a survey given to 350 tourists visiting this cultural heritage site. The results showed that there is strong loyalty to the heritage site as well as the destination.

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Section: Discussionmentioning

confidence: 99%

The Loyalty of Tourism in Synagogues: The Special Case of the Synagogue of Córdoba

Río

Rojas

Romero

et al. 2020

IJERPH

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“…Modern organizations in the hospitality industry throughout many decades experienced tough rivalry and in the coming years, the situation seems to be even more difficult. To succeed or simply to survive nowadays, the hospitality industries are interested in the perception of the services to be in line with expectations, which in fact, is the foundation of repeated business" [1,2].…”

Section: Introductionmentioning

confidence: 99%

An Assessment of Guest Satisfaction of Service Quality in Selected 2-Star Hotels in Takoradi

Spio-Kwofie,

Ankor,

Adu

2024

ARJASS

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In today’s economic environment, client expectations are continually increasing and both small and large hotel businesses are required to become more efficient to participate in a competitive global market. In this new reality, quality is critical for success. The main purpose of this study was to assess guest satisfaction with service quality in selected 2-star hotels in Takoradi. The objectives of the study were to find out whether guests are satisfied with services provided in the hotels, ascertain the main dimensions of service quality that lead to guest satisfaction and evaluate measures that can be put in place to help implement quality service in hotels. This study followed a non-experimental research approach and specifically used a descriptive survey. The targeted populations for this study were employees, guests and managers of nine 2-star hotels in Takoradi with a sample size of ninety (90). It consisted of ten (10) respondents from each hotel, thus, four (4) operational staff (one from housekeeping, front office, restaurant and kitchen department), five (5) guests and a manager (1) from each of the selected hotels. Convenience and purposive sampling techniques were used for the study to select respondents and questionnaires were used to collect data from respondents. The data obtained was analyzed and presented using descriptive statistics namely frequencies, percentages, and charts with the aid of Microsoft Excel 2021. The study found out that though some aspect of service quality needs a step up, customers are satisfied with the services provided in the hotels. The study concluded that more customers become more satisfied with what they see or touch during the service.

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“…Especially developed countries, which have a competitive advantage, rely heavily on the dynamic tourism industry as a key source of revenue generation and employment as well as growth in the private sector. Tourism is a well-known and important industry consisting of many elements such as tourist agents and travel agencies as well as hotels, involving both the private and the public sector where quality plays a major role (Varsanis et al, 2019). Consequently, the needs of a demanding customer must be satisfied as stated above, with the appropriate use of often limited resources while maintaining national traditions and culture with a sense of social responsibility for the negative effects that tourism can have on the economy and society (Gartner, 2001).…”

Section: The Tourism Industrymentioning

confidence: 99%

“…Alternative or sustainable tourism requires information from relevant stakeholders and strong political leadership so that there is widespread involvement (Chondrogiannis et al, 2019). Achieving this is a process that requires continuous monitoring of the impacts and adoption of the necessary preventive and structural measures that are necessary.…”

Section: Alternative Tourismmentioning

confidence: 99%

“…Tourists consider that the sustainability of the tourism product is a key factor in the quality of the tourist experience. In addition, they are aware and demanding of the sustainable characteristics of the tourist product and they choose journeys for which they are willing to pay a higher price in order to ensure the right product (Chondrogiannis et al, 2019). It thus appears that the competitiveness of the tourism product is determined by Greece's ability to support the sustainable exploitation and protection of its final destinations and resources.…”

Section: Tourism Policy In Greecementioning

confidence: 99%

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Anti-money laundering and terrorist financing compliance as a sustainability factor in the tourism industry

Χονδρογιάννης¹

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Ο κλάδος της κρουαζιέρας στις μέρες μας είναι ένας κλάδος που προσελκύει χιλιάδες τουρίστες. Οι τουρίστες ωστόσο σήμερα έχουν γίνει ανεξάρτητοι και αναζητούν λεπτομέρειες για τα ταξίδια τους με τη βοήθεια του Web 2.0. Σε αυτή την έρευνα, εξετάζεται λεπτομερώς η φήμη της διαχείρισης και η συμμόρφωση με την καταπολέμηση της νομιμοποίησης εσόδων από παράνομες δραστηριότητες και τη χρηματοδότηση της τρομοκρατίας ως παράγοντα βιωσιμότητας στην τουριστική βιομηχανία, η οποία βασίζεται σε μεγάλο βαθμό στα σχόλια των κριτικών στο Διαδίκτυο που λαμβάνει υπόψη ένα άτομο που ενδιαφέρεται για κρουαζιέρες. . Για τις ανάγκες της παρούσας διπλωματικής εργασίας, ο τουρισμός εξετάζεται λεπτομερώς μαζί με τις παραμέτρους φήμης συμπεριλαμβανομένου του οικονομικού εγκλήματος και ο ερευνητής παρουσιάζει μια λεπτομερή ανάλυση για τις τουριστικές αλλαγές και τις ανάγκες φήμης του συγκεκριμένου κλάδου. Ο ερευνητής καταλήγει στο συμπέρασμα ότι η βιομηχανία της κρουαζιέρας εξαρτάται σε μεγάλο βαθμό από τη φήμη του Web 2.0 και των μέσων κοινωνικής δικτύωσης, ωστόσο δεν πρέπει να αφήσουμε στην άκρη τα παραδοσιακά κανάλια.

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The Relationship Between Service Quality and Customer Satisfaction on Luxurious Hotels So to Produce Error-Free Service

Cited by 8 publications

References 20 publications

The Loyalty of Tourism in Synagogues: The Special Case of the Synagogue of Córdoba

The Loyalty of Tourism in Synagogues: The Special Case of the Synagogue of Córdoba

An Assessment of Guest Satisfaction of Service Quality in Selected 2-Star Hotels in Takoradi

Anti-money laundering and terrorist financing compliance as a sustainability factor in the tourism industry

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