Further study to SERVQUAL questionnaire in the measurement of hotel services (Goranczewski, Puciato 2011), total 22 standard questions shown as below table: The manager of Grand Hotel collected data from 22 hotels to measure service quality perception. Those questions are designed as performance only measurement, each statement associated with relevant score and seven point Likert scale was adopted for evaluation, 1 is very low perception while 7 is very high perception.
Based on above standard questions, similar meanings and wordings can be found in those 10 questions of grand hotel and they further can be divided into three quality dimensions: tangibility, reliability and empathy. Furthermore, in order to discuss the result on each dimension …show more content…
Score 2 to 3 can be assumed as relatively disagree or unsatisfied, 4 is natural and score 5 to 6 can be assumed as relatively agree or satisfied (Robbins, Heiberger 2011, Wan Edura Wan Rashid, Hj. Kamaruzaman Jusoff 2009). Hence, the dimension with score below 4 should be defined as customer dissatisfaction on service quality.
“Tangibility” covers four statements, the mean of “modern-looking equipment”, “visually appealing physical facilities”, “neat hotel staff” and “visually appealing materials” are 6.34, 6.25, 4.12 and 6.32 respectively. An average mean is 5.76, regardless each score and average mean are over 4, this dimension can be assumed performed well. “Empathy” covers two statements, the mean of “providing individual attention” and “understanding guests’ special needs” are 3.12 and 3.02 respectively. An average mean is 3.07, it can be defined as relatively disagree and under a poor performance. “Reliability” covers four statements, the mean of “performing service in the promised time”, “interest in solving guests’ problems”, “service without delays” and “performing service right the first time” are 3.25, 3.12, 2.55 and 2.65 respectively. An average mean is 2.89, it can be defined as relatively disagree and under a poor …show more content…
“Service quality” is always the top priority to be focused in service industry and it influences “customer satisfaction” and has a direct relationship relative to “profitability” (Blešić, Ivkov-Džigurski et al. 2011, Arora, Saxena 2013, Heskett, Sasser et al. 1997, Kandampully 2007, Markovic, Jankovic 2013). Customer satisfaction is defined as post-purchase evaluation and judgement that service or product is under pleasurable purchase experience (Oliver, Satisfaction 1997, Fomell 1992), and vice versa.
Several scholars also proposed that service quality can influence customer loyalty, word-of-mouth and repeated purchase (Barsky, Labagh 1992, Mohsin, Lockyer 2010, Gremler, Gwinner 2000, Salazar, Costa et al. 2010). Low service quality influences customer dissatisfaction and the latter has a negative impact. For instance, unfavorable purchase intention, negative WOM and even complaint or compensation (Ramsaran-Fowdar 2007, Omachonu, Johnson et al. 2008). In contrast, higher service quality can earn customer loyalty and gain positive
Based on above standard questions, similar meanings and wordings can be found in those 10 questions of grand hotel and they further can be divided into three quality dimensions: tangibility, reliability and empathy. Furthermore, in order to discuss the result on each dimension …show more content…
Score 2 to 3 can be assumed as relatively disagree or unsatisfied, 4 is natural and score 5 to 6 can be assumed as relatively agree or satisfied (Robbins, Heiberger 2011, Wan Edura Wan Rashid, Hj. Kamaruzaman Jusoff 2009). Hence, the dimension with score below 4 should be defined as customer dissatisfaction on service quality.
“Tangibility” covers four statements, the mean of “modern-looking equipment”, “visually appealing physical facilities”, “neat hotel staff” and “visually appealing materials” are 6.34, 6.25, 4.12 and 6.32 respectively. An average mean is 5.76, regardless each score and average mean are over 4, this dimension can be assumed performed well. “Empathy” covers two statements, the mean of “providing individual attention” and “understanding guests’ special needs” are 3.12 and 3.02 respectively. An average mean is 3.07, it can be defined as relatively disagree and under a poor performance. “Reliability” covers four statements, the mean of “performing service in the promised time”, “interest in solving guests’ problems”, “service without delays” and “performing service right the first time” are 3.25, 3.12, 2.55 and 2.65 respectively. An average mean is 2.89, it can be defined as relatively disagree and under a poor …show more content…
“Service quality” is always the top priority to be focused in service industry and it influences “customer satisfaction” and has a direct relationship relative to “profitability” (Blešić, Ivkov-Džigurski et al. 2011, Arora, Saxena 2013, Heskett, Sasser et al. 1997, Kandampully 2007, Markovic, Jankovic 2013). Customer satisfaction is defined as post-purchase evaluation and judgement that service or product is under pleasurable purchase experience (Oliver, Satisfaction 1997, Fomell 1992), and vice versa.
Several scholars also proposed that service quality can influence customer loyalty, word-of-mouth and repeated purchase (Barsky, Labagh 1992, Mohsin, Lockyer 2010, Gremler, Gwinner 2000, Salazar, Costa et al. 2010). Low service quality influences customer dissatisfaction and the latter has a negative impact. For instance, unfavorable purchase intention, negative WOM and even complaint or compensation (Ramsaran-Fowdar 2007, Omachonu, Johnson et al. 2008). In contrast, higher service quality can earn customer loyalty and gain positive