Journal of Hospitality Application and Research

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


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

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

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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