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The purpose of this study was to enhance an understanding of service quality in the hotel industry by developing a conceptual framework and measurement scale. Based on an extensive literature review, qualitative and empirical research, a multi-dimensional and hierarchical model of service quality for the hotel industry is proposed. Analysis of data...
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... the current researchers' findings from qualitative research (i.e., focus group interviews) and an extensive literature review on hotel service, the multi-dimensional and hierarchical model of hotel service quality was developed, and specific dimensions are summarised in Figure 1. Service quality is the global dimension consisting of three primary dimensions: interaction quality, environmental quality and outcome quality. ...
Context 2
... efficacy of the proposed model and conceptual properties of the scale were analyzed using the Statistical Package for Social Science (SPSS) 15.0 and the Analysis of Moment Structure (AMOS) 7.0. The conceptualiza- tion depicted in Figure 1 can be described as a third-order factor model, which comprises not only the direct primary dimensions but also the 11 sub- dimensions, defining service quality through customers' perceptions of the three primary factors. The researchers examined the efficacy of the proposed model by testing a measurement model and the overall model. ...
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Citations
... Parasuraman et al. [64] identified five dimensions in their SERVQUAL model: "tangible elements, reliability, responsiveness, assurance and empathy". The SERVQUAL is a service quality assessment tool which evaluates the discrepancy between what clients anticipate in terms of service excellence and their actual experience of the received set of facilities and amenities [91]. ...
The travel and hospitality sector represent a cornerstone of global economic activity, significantly influencing financial systems worldwide. Its huge impact on the environment, society and economy has brought it into focus, making it important to achieve sustainability in all its segments, along with excellence and quality. These two concepts have been widely researched separately, but the same cannot be stated for their interrelationship. The goal of this paper is to suggest a new model of sustainable quality management for hotel companies, aiming to identify the most suitable approach for this specific industry. For this purpose, secondary research was conducted aimed at answering the research question: How can the key models of quality and sustainable development be embedded into a framework apt for hotel companies? The authors proposed the model which is derivate from existing models such as Balanced Scorecard (BSC) by Kaplan and Norton which focuses on four perspectives: (a) Learning and growth, finance, customers and internal processes; (b) ISO 9001:2015 Quality Management System and ISO 14001:2015; (c) European Foundation for Quality Management framework and (d) United Nations Sustainable development goals (SDGs). In the future, additional research should be done, in order to see the hotel industry perspective for the proposed model implementation.
... Many SEM studies, such as those in marketing or organizational research, report similar findings, suggesting that the provided study's constructs are reliably measured. For instance, a study by Wong [165] on service quality in the hotel industry also reported composite reliability values above 0.8, reflecting high internal consistency similar to the current study's findings. The study's finding that all constructs exceed the threshold of 0.6 for Cronbach's alpha is somewhat lenient compared to the more commonly accepted threshold of 0.7, as suggested by [163]. ...
This study develops a model for Total Quality Management (TQM) in Malaysian Industrialized Building System (IBS) projects, examining the impact of critical success factors (CSFs) on TQM application. Within the scope of a survey carried out among construction experts, 371 valid answers were processed, which is regarded as adequate for performing Structural Equation Modeling (SEM) analysis. Through a survey among construction experts in Malaysia and subsequent PLS-SEM analysis, six CSFs were identified as significantly influencing TQM implementation in IBS projects. These factors underscore the importance of strategic focus on key areas to enhance TQM practices within the construction industry. Collectively, these CSFs account for 70.7 % of the effectiveness in implementing TQM, indicating their substantial role in the success of TQM strategies. The outcomes of this research have significant implications for the decision-making process in the construction field, particularly in the context of Malaysian Industrialized Building System (IBS) projects.
... Success in the hospitality industry depends on customer satisfaction and happy customers (Bhardwaj & Kalia, 2021). Having employees with high productivity and dedication offers a competitive advantage (Li et al., 2021;Üngüren, 2019;Üngüren & Arslan, 2021;Wu & Ko, 2013). To achieve this, it is necessary to develop employees' work engagement and task performance and consider in detail the issues that may prevent this. ...
The quality of the relationship between customers and employees and customer satisfaction are key to sustainable performance and success in the hospitality industry. However, challenges such as heavy workloads, job insecurity, and long working hours can lead to presenteeism, in which employees come to work even when physically or mentally ill. This phenomenon jeopardises organisational performance, customer satisfaction, and individual health. Despite its numerous negative consequences, there is limited research on the concept, and the rate of presenteeism is increasing, particularly among hotel employees. This study aims to empirically examine presenteeism, its antecedents (workplace bullying and employee cynicism), and its consequences (task performance and work engagement) among 4- and 5-star hotel employees. The results revealed that workplace bullying and employee cynicism significantly increased presenteeism. Besides, presenteeism reduces work engagement and task performance. This research addresses a gap in the literature by examining how workplace dynamics affect presenteeism and its potential consequences for hotel sector employees. Additionally, it offers practical contributions by emphasising the need to increase awareness of presenteeism and providing suggestions for doing so.
... The physical environment quality, comprising design, equipment, environment, ambiance, and social factors, is critical in shaping the perceived quality of the glamping experience. These dimensions encapsulate the aesthetic and functional aspects of the glamping site, including the layout and architecture of accommodations, the quality and modernity of facilities, natural surroundings, atmospheric elements, and social dynamics, all of which contribute to the value co-creation process Wu & Ko, 2013). ...
... Delving into the empirical evidence presented by Jin et al. (2015), Wu and Li (2014), and Wu and Ko (2013), it is evident that a symbiotic relationship exists between experiential quality and the nuanced facets of emotional and functional value. These studies affirm the interplay between experiential dimensions and the intrinsic values visitors derive in the glamping context. ...
... This had shown that the environment of the restaurant had a positive significant influence on diners' satisfaction (Haque et al., 2020). This was also aligned with the study by Wu and Ko (2013) who had reported that the environment of the restaurant played an important role in determining diners' satisfaction. ...
... Results from this study had shown that there the environment of the restaurant had a positive significant influence on diners' satisfaction at full-service restaurants which was aligned with the results from the research by Wu and Ko (2013). The layout of the restaurant, the interior design, music, and overall cleanliness all contributed to a restaurant's environment. ...
The food and beverage sector played a big part in contributing to the economic growth in Malaysia hence there was a major increase in the numbers of restaurants opening up for businesses. This study therefore examines factors with the aims of ensuring a sustainable development in full-service restaurants in West Malaysia. The results of this study have made a substantial contribution to restaurant owner’s’ comprehension of the fundamental components that underlie customer satisfaction and loyalty. By examining the moderating effect of the customer’s gender in full-service restaurants in West Malaysia, the objective of this study was to ascertain the relationships between the three variables (quality of the food served at the restaurant, service quality, and environment), as well as the degree to which each attribute was able to relate to diner satisfaction. The underpinning theory for this study was the Theory of Planned Behavior (TPB). Quantitative methods according to descriptive research and convenience sample strategy were utilized in this cross-sectional study. Questionnaires were distributed to 264 respondents through various online platforms such as WhatsApp, Telegram, Facebook, and email. Data collection was evaluated using the Statistical Program for Social Sciences (SPSS) version 27. In order to examine the connection between the three factors and diner’s satisfaction, various tests such as the multiple regression analysis, One-way ANOVA and Beta Coefficient test were carried out. The findings gave current restaurant owners and potential restaurant owners an overview of the different attributes influencing diner’s satisfaction at full-service restaurants in West Malaysia and also the extent of the moderating effect of diner’s gender had on each attribute. The outcome of this paper is expected to provide a sustainable growth in this industry.
... Service quality also named as SERVQUAL scale and it divided into five dimensions which are reliability, assurance, tangibles, empathy, responsiveness (Behdioğlu et al., 2019;Parasuraman, 1985). The SERVQUAL scale has been applied widely in academics and practitioner's aspect across the industries through different countries (Ali and Raza, 2017;Wu and Ko, 2013). Based on previous study, empathy is indicated non-significant impact on customer satisfaction in parcel services (Yee & Daud, 2011). ...
ABSTRAK Kualitas layanan adalah salah satu penentu paling penting untuk kepuasan pelanggan dalam industri layanan parsel. Ini terdiri dari tangibilitas, keandalan, jaminan, empati dan daya tanggap. Namun, kurangnya penelitian dan pengetahuan yang tersedia tentang kepuasan pelanggan dengan layanan parsel terutama di tingkat pendidikan tinggi. Tujuan dari penelitian ini adalah untuk mengembangkan kerangka SERVQUAL tentang kepuasan mahasiswa terhadap Kualitas Layanan Parsel Universitas di lembaga pendidikan tinggi. Oleh karena itu, makalah ini dapat bertindak sebagai tolok ukur bagi layanan parsel untuk memeriksa kualitasnya. Future researcher dapat menggunakan penelitian ini sebagai landasan dan acuan tentang preseden layanan parsel universitas terhadap kepuasan pelanggan/mahasiswa. Kata Kunci: Kepuasan Mahasiswa, Model SERVQUAL, Kualitas Layanan Parsel ABSTRACT Service quality is among the most crucial determinant for customer satisfaction in the parcel service industry. It consists of tangibility, reliability, assurance, empathy and responsiveness. However, there is lack of research and knowledge available on the customer satisfaction with the parcel service especially in higher education level. The purpose of the research is to develop a SERVQUAL framework on student satisfaction with University's Parcel Service Quality in a higher education institution. Therefore, this paper can act as benchmark for parcel services to checklist their quality. Future researcher can use this research as the foundation and reference about the precedents of the university's parcel service toward the customer/student satisfaction.
... Such industry with its service nature is intangible and inseparable with the need for maximum flexibility and responsiveness (Ho et al. 2023). Because of the specific service characteristics, a multidimensional and multilevel model is necessary for ensuring high quality and performance of this industry (Wu and Ko 2013). ...
... Mei et al. (1999) extended the SERVQUAL model with the inclusion of the "employees" dimension as the best predictor of SQ. Lastly, Wu and Ko (2013) considered SQ an umbrella dimension that includes the quality of the interaction, the setting, and the results. ...
Managing customer satisfaction (CS) by adapting to market changes is essential for achieving customer loyalty. This study analyzes the asymmetric relationship between service quality (SQ) and CS in the hotel sector by applying the fuzzy-set qualitative comparative analysis (fsQCA) method to a five-star hotel in Cuba. Results of customer SQ perception analysis as configurations of conditions that explain the outcome of CS identify the individual contribution made by each of the services. In this specific case, when combined with other conditions in three different configurations, the quality of food in specialized restaurants is shown to be the determinant of the studied hotel's CS outcomes. This research shows that fsQCA is useful for managing the causal complexity of hotel processes and activities. Additionally, it helps managers optimize CS by determining which attributes they need to focus on and which they do not, thus responding to the need to determine how SQ dimensions influence CS.
... Managers were exhorted always to do the job correctly and design a proper system or unit for this particular purpose. This is consistent with the findings of Wu and Ko (2013) who provided a list of issues that could impede the implementation of effective monitoring and evaluation processes based on both bottomup and top-down approaches to implementation. Three broad categories of issues were identified as possible barriers for effective monitoring and evaluation, including support barriers, issues of poor implementation incentives, as workers were not involved during design were less willing to buy-in at the implementation stage. ...
... Operational capacity barriers may include funding and budget limitations, weak coordination capacity, and issues such as an unclear specification of roles, responsibility, and accountability. Thus, Wu and Ko (2013) affirm that if the issues discussed above hinder the successful implementation of the monitoring and evaluation system if not addressed properly. Thus, the SAPO monitoring, and evaluation system should be integrated into the organizational budget and plans to promote transparency and accountability. ...
This study examined the factors that could assist in improving service quality for postal customers who residents and reside in the postal areas in an endeavour to establish an effective service management quality for postal services. A qualitative research method was applied which enhanced the collection of data through semi structured interviews from managers and frontline employees. Data was transcribed and was analysed using Atlas-ti (Version 8.1). Results obtained from the study reveals that effective strategic implementation, effective training and development, motivation, as well as an effective monitoring and evaluation system are the most influential components to use in improving the quality of services within post offices. Other factors identified include maintaining distinctive strategic positioning, using e-business technology to improve efficiency and competitive advantage, maintaining effective support from top management, putting emphasis on the quality of service offer by frontline employer’s during operations, and maintaining good parcel system security, creating an effective communication system; consistency in improving services; instilling confidence and trust among consumers; fostering special treatment to consumers; and the provision of high-quality services. Based on the findings, it is recommended that management of the postal sector should provide adequate and quality services to customers, through an effective strategic implementation plan, effective training and development, motivation, as well as an effective monitoring and evaluation system, maintaining distinctive strategic positioning, using e-business technology to improve efficiency and competitive advantage, maintaining effective support from top management, putting emphasis on the quality of service offer by frontline employer’s during operations, and maintaining good parcel system security, creating an effective communication system; consistency in improving services; instilling confidence and trust among consumers; fostering special treatment to consumers; and the provision of high-quality services.
... Mei et al. (1999) extended the SERVQUAL model with the inclusion of the "employees" dimension as the best predictor of SQ. Lastly, Wu and Ko (2013) considered SQ an umbrella dimension that includes the quality of the interaction, the setting, and the results. ...
Managing customer satisfaction (CS) by adapting to market changes is essential for achieving customer loyalty. This study analyzes the asymmetric relationship between service quality (SQ) and CS in the hotel sector by applying the fuzzy-set qualitative comparative analysis (fsQCA) method to a five-star hotel in Cuba. Results of customer SQ perception analysis as configurations of conditions that explain the outcome of CS identify the individual contribution made by each of the services. In this specific case, when combined with other conditions in three different configurations, the quality of food in specialized restaurants is shown to be the determinant of the studied hotel’s CS outcomes. This research shows that fsQCA is useful for managing the causal complexity of hotel processes and activities. Additionally, it helps managers optimize CS by determining which attributes they need to focus on and which they do not, thus responding to the need to determine how SQ dimensions influence CS.
