Journal of Hospitality Application and Research

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Perceptions of Service Quality through Interaction, Physical Environment and Outcome Quality of Hotel Services


Affiliations
1 Near East University.
2 Hong Kong Polytechnic University.
     

   Subscribe/Renew Journal


The current study measures the customer satisfaction level of service quality through interaction quality, physical environment quality, and outcome quality in three-, four- and five-star hotels of North Cyprus, and presents a hypothesized model for customer satisfaction using performance-only scale. For this purpose the measuring instrument was administered to 371 hotel customers. The results of the path analysis evidenced that interaction quality, physical environment quality and outcome quality exert significant positive effect on customer satisfaction. The hypothesized model and results are discussed in detail.

Keywords

Customer Satisfaction, Interaction Quality, Physical Environment Quality, Outcome Quality, Hotel Services
Subscription Login to verify subscription
User
Notifications
Font Size


  • Anderson, J. C. and Gerbing, D. W. (1988), “Structural equation modeling in practice: A review and recommended two-step approach”, Psychological Bulletin, Vol. 103, No. 3, pp. 411-423.

  • Angur, M. G., Nataraajan, R. and Jahera, Jr. J. S. (1999), “Service quality in the banking industry: An assessment in a developing economy”, The Journal of Services Marketing, Vol. 13, No. 2, pp. 132-150.

  • Arasli, H., Ekiz, H. E., and Katircioglu, S. T. (2008), “Gearing service quality into public and private hospitals in small islands: empirical evidence from Cyprus”, International Journal of Health Care Quality Assurance, Volume 21, No. 1, pp. 8-23.

  • Athanassopoulos, A. D. (2000), “Customer satisfaction cues to support market segmentation and explain switching behavior”, Journal of Business Research, Vol. 47, No. 3, pp. 191-207.

  • Babakus, E. and Boller, G. W. (1992), “An empirical assessment of SERVQUAL scale”, Journal of Business Research, Vol. 24, No. 3, pp. 253-268.

  • Babakus, E. and Mangold, G. W. (1992), “Adapting the SERVQUAL scale to hospital services: An empirical investigation”, Health Services Research, Vol. 26, No. 6, pp. 767-86.

  • Barsky, J. D. and Labagh, R. (1992), “A strategy for customer satisfaction”, The Cornell Hotel and Restaurant Administration Quarterly, Vol. 35, No. 3, pp. 32-40.

  • Bitner, M. J. (1992), “Servicescapes: The impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56, No. 2, pp. 57-71.

  • Booms, B. H. and Bitner, M. J. (1981), Marketing strategies and organizational structures for service firms. In J. H. Donnelly and W. R. George (Ed.). Marketing of services. Chicago: American Marketing Association.

  • Brady, M. K. and Cronin, J. J., (2001), “Some new thoughts on conceptualizing perceived service quality: A hierarchical approach”, Journal of Marketing, Vol. 65, No. 3, pp. 34-49.

  • Carman, J. M. (1990), “Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions”, Journal of ReIailing, Vol. 66, No. 1, pp. 33-55.

  • Chen, M. F., Tzeng, G. H., and Ding, C. G. (2003), “Fuzzy MCDM approach to select service provider”, The IEEE International Conference on Fuuy Systems, Washington.

  • Crane, F. G. and Clarke, T. K. (1988), “The identification of evaluative criteria and cues used in selecting services”, Journal of Services Marketing, Vol. 2, No. 2, pp. 53-59.

  • Cronin, J.J. and Taylor A.S. (1992), “Measuring service quality: A reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.

  • Cronin, J. J. and Taylor, S. A. (1994), “SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality”, Journal of Marketing, Vol. 58, January, pp. 125-131.

  • Dabholkar, P. A., Thorpe, D. I. and Rentz, J. O. (1996), “A measure ofservice quality for retail stores: Scale development and validation”, Journol of the Academy of Marketing Science, Vol. 24, No. 1, pp. 3-16.

  • Ekinci, Y., Prokopaki, P. and Cobanoglu, C. (2003), “Service quality in Cretan accommodations: Marketing strategies for the UK holiday market”, International Journal of Hospitality Management, Vol. 22, pp. 47-66.

  • Ekiz, H. E. and Arasli, H. (2007), “Measuring the Impacts of Organizational Responses: Case of Northern Cyprus Hotels”, Managing Global Transitions: International Research Journal, Volume 5, No. 3, pp. 271-287.

  • Fornell, C. (1992), “A national customer satisfaction barometer: The Swedish experience”, Journal of Marketing, Vol. 56, pp.6-21.

  • Gronroos, C. (1984), “A service quality model and its marketing implications,” European Journal Marketing, Vol. 18, No. 4, pp. 36-44.

  • Hackl, P. and Westlund, A. H. (2000), “On structural equation modeling for customer satisfaction measurement”, Total Quality Management, Vol. 11, No. 4/5/6, pp. 820-825.

  • Halstead, D. and Page, T. J. Jr. (1992), “The effects of satisfaction and complaining behavior on consumers repurchase behavior”, Journal of Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 5, pp.1-11.

  • Hemmasi, M., Strong, K. and Taylor, S., (1994), “Measuring service quality for planning and analysis in service firms”, Journal of Applied Business Research, Vol. 10, No. 4, pp. 24-34.

  • Joreskog, K. and Sorbom, D. (1996), LISREL 8: user’s reference guide. Chicago: Scientific Software International, Inc.

  • Judd, C. M, Smith, E. R. and Kidder, L. H. (1991), Research methods in social relations, Sixth edition. New York: Harcourt, Brace, Jovanovich Publishers.

  • Karatepe O. M. and Avci, T. (2002), “Measuring service quality in the hotel industry: Evidence from Northern Cyprus”, Anatolia: An Internationa lJournal of Tourism and Hospitality Research, Vol. 13, No. 1, pp. 19-32.

  • LeBlanc, G. (1992), “Factors affecting customer evaluation of service quality travel agencies: An investigation of customer perceptions”, Journal of Travel Research, Vol. 30, No. 4, pp. 10-16.

  • Legoherel, P. (1998), “Quality of tourist services; The influence of each participating component on the consumer’s overall satisfaction regarding tourist services during a holiday”, Proceedings of the Third International Conference on Tourism and Hotel Industry in Indo-China and Southeast Asia: Development, Marketing and Sustainability, Thailand, pp. 47-54.

  • McAlexander, I. H., Kaldenberg, D. O. and Koenig, H. F. (1994), “Service quality measurement”, Journal of Health Care Marketing, Vol. 14, No. 3, pp. 34-40.

  • Nadiri H. and Hussain, K. (2005), “Perceptions of service quality in North Cyprus hotels”, International Journal of Contemporary Hospitality Management, Vol. 17 No. 6, pp. 469-480.

  • Nunnally, J.C. (1978), Psychometric theory. New York: McGraw-Hill Book Company.

  • Parasuraman, A., Zeithaml V. A., Berry L. L., (1988), “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, No. 1, Spring, pp. 12-40.

  • Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985), “A conceptual model of service quality ad its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.

  • Shostack, G. L. (1977), “Breaking free from product marketing”, Journal of Marketing, Vol. 11, pp. 817-834.

  • Sivadas, E. and Baker-Prewitt L. J. (2000), “An examination of the relationship between service quality, customer satisfaction, and store loyalty”, International Journal of Retail and Distribution Management, Vol. 28, No. 2, pp. 73-82.

  • Stevens, P., Knutson, B. and Patton, M. (1995), “Dineserv: A tool for measuring service quality in restaurants”, The Cornell Hotel and Restaurant Administration Quarterly, pp. 56-60.

  • Teas, K. R. (1994), “Expectations as a comparison standard in measuring service quality: an assessment of reassessment”, Journal of Marketing, Vol. 58, No. 1, pp. 132-139.

  • Tourism and Planning Office (2006), Statistical yearbook of tourism: Turkish Republic of Northern Cyprus. Nicosia: State Printing House.


Abstract Views: 626

PDF Views: 0




  • Perceptions of Service Quality through Interaction, Physical Environment and Outcome Quality of Hotel Services

Abstract Views: 626  |  PDF Views: 0

Authors

Hussain Kashif
Near East University.
Ekiz H. Erdogan
Hong Kong Polytechnic University.

Abstract


The current study measures the customer satisfaction level of service quality through interaction quality, physical environment quality, and outcome quality in three-, four- and five-star hotels of North Cyprus, and presents a hypothesized model for customer satisfaction using performance-only scale. For this purpose the measuring instrument was administered to 371 hotel customers. The results of the path analysis evidenced that interaction quality, physical environment quality and outcome quality exert significant positive effect on customer satisfaction. The hypothesized model and results are discussed in detail.

Keywords


Customer Satisfaction, Interaction Quality, Physical Environment Quality, Outcome Quality, Hotel Services

References