Measuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE)

被引：30

作者：

Ahmad, Syed Zamberi ^{[1
]}

Ahmad, Norita ^{[2
]}

Papastathopoulos, Avraam ^{[3
]}

机构：

[1] Abu Dhabi Univ, Dept Management, Abu Dhabi, U Arab Emirates

[2] Amer Univ Sharjah, Sch Business Adm, Sharjah, U Arab Emirates

[3] Abu Dhabi Univ, Dept Management, Abu Dhabi, U Arab Emirates

来源：

TOURISM REVIEW | 2019年 / 74卷 / 03期

关键词：

Customer satisfaction; SERVQUAL model; Service quality; Hotel industry; Small- and-medium-sized hotel; CONSUMER PERCEPTIONS; LUXURY HOTELS; BUDGET HOTEL; HOSPITALITY; PERFORMANCE; LOYALTY; CHINESE; SCALE; EXPECTATIONS; EXPERIENCE;

D O I：

10.1108/TR-10-2017-0160

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Purpose This study aims to delve upon customer satisfaction and service quality within small- and medium-sized hotels (SMSHs) by using a modified SERVQUAL model. Design/methodology/approach Data for the study were collected from a sample of 253 guests of varying nationalities who stayed at SMSHs of one-to-three-star ratings in the UAE. Moreover, 15 face-to-face interviews were conducted. The influence of the five dimensions of the SERVQUAL model on visitors' satisfaction was explored using structural equation modelling. Findings The results indicated that three out of the five dimensions of SERVQUAL, namely, tangible, responsiveness and assurance, have significant positive impact on visitors' satisfaction of the SMSHs Industry. The remaining two dimensions of SERVQUAL, reliability and empathy, have no significant impact on visitors' satisfaction. Originality/value This study provides a major contribution in that it offers the potential to examine a vastly under researched area of customer satisfaction and service quality of SMSHs in a developing country.

引用

页码：349 / 370

页数：22

共 101 条

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