Refine your search
Collections
Co-Authors
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All
Kachwala, Tohid
- Relationships between Service Quality, Customer Satisfaction & Customer Loyalty in Hotel Services
Abstract Views :251 |
PDF Views:0
Authors
Affiliations
1 Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
2 Navrachana University, Vadodara, Gujarat, IN
3 Analytics School of Business Management, NMIMS University, Mumbai, Maharashtra, IN
4 Operations Management & Decision Science SBM, NMIMS University, Mumbai, Maharashtra, IN
1 Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
2 Navrachana University, Vadodara, Gujarat, IN
3 Analytics School of Business Management, NMIMS University, Mumbai, Maharashtra, IN
4 Operations Management & Decision Science SBM, NMIMS University, Mumbai, Maharashtra, IN
Source
Journal of Hospitality Application and Research, Vol 15, No 2 (2020), Pagination: 47-65Abstract
Rendering Service Quality is a key for survival. Hotel industry has a huge potential for growth due to the rich heritage of the country & also the enormous business potential. This study uses secondary data from a survey of Hotel Customers. Based on extensive literature survey, a theoretical model is proposed to relate the Service Quality, Customer Satisfaction & Customer Loyalty. Using convenience sampling, a survey (with a well-defined Questionnaire) was carried out for regular hotel users & Structural Equation Modelling (using IBM SPSS AMOS) was used for investigating the relationship between the latent constructs of the Service Quality, Customer Satisfaction & Customer Loyalty. The study indicated that Service Quality (with its five antecedents) has a significant influence on Customer Satisfaction & in turn, Customer Satisfaction has a significant influence on Customer Loyalty in Hotel Services. The emerging model can be used for developing necessary managerial strategies for achieving the ultimate objective of Customer Satisfaction & Customer Loyalty.Keywords
Services Quality, Customer Satisfaction, Customer Loyalty, Tangibles, Reliability, Responsiveness, Assurance, Empathy, SERVQUAL.
- The Critical Dimensions of TQM in Hospitality Services
Abstract Views :106 |
PDF Views:0
Authors
Affiliations
1 Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
2 Assistant Professor, Navrachana University, Vadodara, Gujarat, IN
3 Associate Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
1 Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
2 Assistant Professor, Navrachana University, Vadodara, Gujarat, IN
3 Associate Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
Source
Journal of Hospitality Application and Research, Vol 16, No 2 (2021), Pagination: 63-82Abstract
The current research paper uses an extensive literature survey to study the different dimensions of Total Quality Management. Using a self-administered structured questionnaire, a survey was carried out for premium segment hotels in Mumbai. One Hundred & Thirty-Four survey responses were obtained vide emails. Multiple Regression Analysis was used for investigating the influence of the dimensions of Total Quality Management on the Overall Total Quality. The important contribution of the current study is identifying the four critical dimensions for TQM that influences the Overall Total Quality for Hospitality: (i) Top Management Commitment, (ii) Organizational Culture (iii) Continuous Improvement & (iv) Servicescapes (Physical Environment & Facilities). Practitioners can focus on the limited dimensions like Continuous Improvement with concentrated attention at all the organization levels to improve quality performance. The current study endeavours to promote TQM in Indian Service Sector for both academia & practicing managers. The proposed framework of “The Critical Dimensions of TQM in Hospitality Services” can be a guide for Hospitality Service Managers to effectively implement TQM.Keywords
Total Quality Management, Top Management Commitment, Overall Total Quality, Organization Culture, Continuous Improvement, Employee Empowerment, Service Companies, Physical FacilitiesReferences
- Ahire, S. L., & Golhar, D. Y. (1996). Quality management in large vs small fi rms. Journal of Small Business Management, 34(2), 1-11.
- Al-Sohaim, H. S., Montasser, W. Y., & Manhawy, A. A. A. (2016). The effect of knowledge management on organizational performance through total quality management. International Journal of Scientific & Engineering Research, 7(9).
- Antony, J., & Tsang, J. H. Y. (2002). Total quality management in UK service organisations: Some key findings from a survey. Journal of Service Theory and Practice, 11(2), 132-141.
- Arumugam, V., Hiaw, W., Chang, Ooi, K.-B., & The, P.-L. (2009). The self‐assessment of TQM practices: A case analysis. The TQM Journal, 21(1), 23-27.
- Arasli, H. (2002). Gearing total quality into small and medium sized hotels in North Cyprus. Journal of Small Business Management, 40(4), 350-359.
- Badri, M. A., & Davis, D. (1995). A study of measuring the critical factors of quality management. International Journal of Quality and Reliability Management, 12(2), 36-53.
- Behra, R. S., & Gundersen, D. E. (2001). Analysis of quality management practices in service. International Journal of Quality and Reliability Management, 18(6), 584-603.
- Bhat, K. S., & Rajashekharaiah, J. (2009). An empirical study of barriers to TQM implementation in Indian industries. The TQM Journal, 21(3), 261-272.
- Bose, R. (2004). Knowledge management metrics. Industrial Management & Data Systems, 104(6), 457-468.
- Brah, S. A., Tee, S. S. L., & Rao, B. M. (2000). Relationship between TQM and performance of Singapore companies. International Journal of Quality and Reliability Management, 19(4), 356-379.
- Breiter, D., & Kline, S. F. (1995). Benchmarking quality management in hotels. Hospitality Review Journal, 13(2), 73-95.
- Corbett, L. M., & Rastrick, K. N. (2000). Quality performance and organizational culture: A New Zealand study. International Journal of Quality & Reliability Management, 17(1), 14-26.
- David, R. J., & Strang, S. (2006). When fashion is fleeting: Transitory collective beliefs and dynamics of TQM consulting. Academy of Management Journal, 49(2).
- Flynn, B. B., Schroeder, R. G., & Sakakibara, S. (1994). A framework of quality management research and an associated measurement instrument. Journal of Operations Management, 11, 339-66.
- Gore, C., & Gore, E. (1999). Knowledge management: The way forward. Journal of Total Quality Management, 10(4-5).
- Hafeez, K., Malak, N., & Abdelmeguid, H. (2006). A framework for TQM to achieve business excellence. Total Quality Management and Business Excellence, 17(9).
- Ju, T. L., Lin, B., Lin, C., & Kuo, H. J. (2006). TQM critical factors & KM value chain activities. Total Quality Management, 17(3), 373-393.
- Lakhal, L., Pasin, F., & Limam, M. (2006). Quality management practices and their impact on performance. International Journal of Quality and Reliability Management, 23(6), 625-646.
- MacLean, S., & Gray, K. (1998). Structural equation modelling in market research. Journal of Australian Market Research.
- Montasser, W. Y., & Manhawy, A. A. A. (2013). TQM critical success factors in hospitality industry and their impact on customer loyalty, a theoretical model. International Journal of Scientific & Engineering Research, 4(1).
- Mosadeghrad, A. M. (2000). Developing and validating a total quality management model for healthcare organisations. The TQM Journal, 27(5), 544-564.
- Nunnally, J. (1967). Psychometric theory. New York: McGraw-Hill.
- Olian, J. D., & Rynes, S. L. (1989). Making total quality work: Aligning organizational processes, performance measures, and stakeholders. Performance Measurement and Management, 30(4).
- Ooi, K.-B., Arumugam, V., Teh, P.-L., & Ching, A. Y. L. (2008). TQM practices and its association with production workers. Industrial Management and Data Systems, 108(7), 909-927.
- Parsuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58(1).
- Prajogo, D. I., & Brown, A. (2004). The relationship between TQM practices and quality performance and the role of formal TQM programs: An Australian empirical study. Quality Management Journal, 11, 31-43.
- Sadikoglu, E., & Zehir, C. (2010). Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms. International Journal of Production Economics, 127(1), 13-26.
- Sellitz, R. D., Wrightsman, L. S., & Cook, S. W. (1976). Research method in social relations. New York: Holt, Rinehart and Winston.
- Sila, I., & Ebrahimpour, M. (2003). Examination and Comparison of the critical factors of total quality management (TQM) across countries. International Journal of Production Research, 41(2), 235-268.
- Sureshchander, G. S., Rajendran, C., & Anantharaman, R. N. (2001). A holistic model for total quality service. International Journal of Service Industry Management, 12(4).
- Talib, F., & Rahman, Z. (2010). Studying the impact of total quality management in service industries. International Journal of Productivity and Quality Management (IJPQM), Inderscience, UK, 6(2), 249-268.
- Talib, F., Rahman, Z., & Qureshi, M. N. (2010). The relationship between total quality management and quality performance in the service industry: A theoretical model. International Journal of Business, Management and Social Sciences (IJBMSS), MultiCraft, 1(1), 113-128.
- Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Services Marketing, 17(5), 495-513.
- Critical Factors of Service Quality, Customer Satisfaction and Customer Loyalty in Tourism Industry
Abstract Views :103 |
PDF Views:0
Authors
Affiliations
1 Professor – Operations & Data Sciences, SBM, NMIMS University, Mumbai, Maharashtra, IN
2 Associate Professor – Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
1 Professor – Operations & Data Sciences, SBM, NMIMS University, Mumbai, Maharashtra, IN
2 Associate Professor – Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
Source
Journal of Hospitality Application and Research, Vol 17, No 1 (2022), Pagination: 52-68Abstract
Tourism quality is a contribution of many stakeholders with a professional approach to meet customer expectations. Numerous studies have indicated a positive correlation between service quality & customer satisfaction. Similarly, past research has indicated a positive correlation between customer satisfaction & customer loyalty. The current research paper measures the service quality latent factors in tourism, including Amenities, Food, Hospitality, Hygiene, Safety & Security, and the latent factors of Customer Satisfaction & Customer Loyalty. The study undertaken in India uses convenience sampling to survey regular tourists across the states in India. The research methodology encompasses developing latent factor scale, questionnaire, data collection & data analysis using regression models to demonstrate the relation between the Critical Factors of Service Quality, Customer Satisfaction & Customer Loyalty in the Tourism Industry.Keywords
Services Quality, Customer Satisfaction, Customer Loyalty, Amenities, Food, Hospitality, Hygiene, Safety & SecurityReferences
- Al-ababneh, M. (2013). Service quality and its impact on tourist satisfaction. Journal of Contemporary Research in Business, 4(12), 164-177.
- Alampay, R. B. A. (2003). Visitors to Guam: Modeling satisfaction, quality and intentions (Dissertation). Michigan State University, East Lansing, MI.
- Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer satisfaction and shareholder value. Journal of Marketing, 68(October), 172-185.
- Arli, E., & Cehyun, G. C. (2014). The effect of service quality perceptions of Turkish cruise tourists on their behavioral intention and satisfaction. International Journal of Management Sciences and Business Research, 3, 2226-8235.
- Baker, D., & Crompton, L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research 27(3), 758-804.
- Bitner, M. J. (2003). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(April), 69-82.
- Bowen, J. T., & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213- 217.
- Burch, E., Rogers, H. P., & Underwood, J. (1995). Exploring SERVPERF: An empirical investigation of the importance-performance, service quality relationship in the uniform rental industry.
- Burns, R. C., Graffe, A. R., & Absher, J. D. (2003). Alternate measurement approaches to recreational customer satisfaction: Satisfaction-only versus gap scores. Leisure Sciences, 25(4), 363-380.
- Chen, C., & Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions. Tourism Management, 28(4), 1115-1122.
- Chi, C. G.-Q., & Qu, H. (2008). Examining the structural relationships of the destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29(4), 624-636.
- Cicek. (2014). Hospitality service quality and the role of performance appraisal. Managing Service Quality, 8(6).
- Corte, V. (2014). Customer satisfaction in tourist destination: The case of tourism offer in the city of Naples. Journal of Investment and Management, 4(1-1), 39-50. ISSN: 2328-7713.
- Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55-68.
- Czepiel, J. A., Solomon, M. R., Suprenant, C. F., & Gutman, E. G. (1985). The service encounter: Managing employee customer interaction in service business. Lexington, MA: Lexington Books.
- Denizci, B., & Li, X. (2009). Liking marketing efforts to financial outcome: An exploratory study in tourism and hospitality contexts. Journal of Hospitality & Tourism Research, 33(2), 211-226.
- Eraqi, M. I. (2006). Tourism services quality (TourServQual) in Egypt: The viewpoints of external and internal customers. Benchmarking: An International Journal, 13(4), 469-492.
- Foumier, & Mick. (2003). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 7-18.
- Gursery, D., McCleary, K. W., & Lepsito, L. R. (2007). Propensity to complain: Effects of personality and behavioral factors. Journal of Hospitality & Tourism Research, 31(3), 358-386.
- Hwang, L.-J. J., & Lockwood, A. (2006). Understanding the challenges of implementing best practices in hospitality and tourism SMEs. Benchmarking: An International Journal, 13(3), 337-354.
- Kotler, P., & Lane, K. K. (2013). Manajemen pemasaran. Jilid, 1(13). Jakarta: Erlangga.
- Kotler, P. (1991). Marketing management - Analysis, planning, implementation and control (7th ed). Englewood Cliffs, NJ: PrenticeHall, Inc.
- Kozak, M. (2001). Comparative assessment of tourist satisfaction with destinations across two nationalities. Tourism Management, 22(4), 391-401.
- Li, X., Cheng, C., Kim, H., & Petrick, J. F. (2008). A systematic comparison of first time and repeat visitors via a two-phase online survey. Tourism Management, 29, 278-293.
- Millan, A., & Esteban, A. (2004). Development of a multiple-item scale for measuring customer satisfaction in travel agencies services. Tourism Management, 25(5), 533-546.
- Mohamad, M., Ali, A. M., & Ab-Ghani, N. I. (2011). A structural model of destination image, tourists’ satisfaction and destination loyalty. International Journal of Business and Management Studies, 3(2), 167-177.
- Moore, L. G., Hopkins, W. E., & Hopkins, S. A. (1998). Quality and empowerment programs: Dual paths to customer satisfaction? Managing Service Quality, 8(1).
- Morgan, N., Anderson, E., & Mittal, V. (2005). Understanding firms’ customer satisfaction information usage. Journal of Marketing, 69(July), 131-151.
- Oliver, R. L. (1997). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.
- Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59-72.
- Panton, D. R. (1999). A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry (Thesis). The University of Guelph, Guelph.
- Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 29-40.
- Pizam, A., Neumann, Y., & Reichel, A. (1978). Dimensions of tourist satisfaction with a destination area. Annals of Tourism Research, 5(3), 314-322.
- Poon, W. C., & Low, K. L. T. (2005). Are travellers satisfied with Malaysian hotels? International Journal of Contemporary Hospitality Management, 17(3), 217-227.
- Saleh, F., & Ryan, C. (1991). Analysing service quality in the hospitality industry using the SERVQUAL model. The Service Industries Journal, 11(3), 324-343.
- Salleh, N. H. M., Othman, R., Sarmidi, T., Zakaria, K., Talib, B. A., & Idris, S. H. M. (2014). Tourist satisfaction and loyalty of the Kapas island marine park: A structural equation model (SEM) analysis. Journal of Geo-Marine Science, 43(9), 1732-1738.
- Suanmali, S. (2014). Factors affecting tourist satisfaction: An empirical study in the northern part of Thailand. SHS Web of Conferences, 4th International Conference on Tourism Research SHS Web of Conferences (vol. 12, p. 9).
- Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between quality and customer satisfaction - A factor specific approach. Journal of Services Marketing, 16(4), 363-379.
- Tribe, J., & Snaith, T. (1998). From SERVQUAL to HOLSAT: Holiday satisfaction in Varadero, Cuba. Tourism Management, 19(1), 25-34.
- Weiermair, K., & Fuchs, M. (1999). Measuring tourist judgment on service quality. Annals of Tourism Research, 26(4), 1004-1021. Retrieved from www.unwto.org/quality/ index.htm
- World Tourism Organisation (WTO). (2003). Quality standards, WTO tourism quality. Retrieved from www.world-tourism.org
- Yuksel, A., & Yuksel, F. (2001). Comparative performance analysis: Tourists’ perceptions of Turkey relative to other tourist destinations. Journal of Vacation Marketing, 7(4), 333-55.
- Yuningsih, E., Gemina, D., & Silaningsih, E. (2014). Experiential Marketing Seminar Nasional Hasil Pengabdian LPPM UMP. ISBN 978-602-14930-3-8.
- Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(1), 31-46.