EXAMINING EFFECTS OF SERVICE QUALITY AND HOTEL IMAGE ON CUSTOMER SATISFACTION.pdf (original) (raw)

doi:10.5559/di.20.3.01 MEASUREMENT OF PERCEIVED QUALITY, PERCEIVED VALUE, IMAGE, AND SATISFACTION INTERRELATIONS OF HOTEL SERVICES: COMPARISON OF TOURISTS FROM

In the present paper, first the conceptual model of perceived value concept as a mediating variable in tourist perceptions of hotel services is presented and afterwards tested with structural equation modelling. The study reveals that: (a) the relationship between perceived hotel quality and perceived value is strong and positive; (b) the relationship between hotel quality and guest satisfaction is not direct, but rather indirect through the perceived value; (c) hotel image is significantly positively related to perceived value and perceived hotel quality; and (d) perceived value strongly impacts hotel guest satisfaction. Further, invariance analysis shows that no significant differences exist in relationships among perceived quality, image, perceived value and satisfaction between tourists from Slovenia and tourists from Italy.

How do Brand Image and Service Quality Influence Tourist Buying Decisions and Satisfaction at Puri Saron Madangan Hotel, Bali, Indonesia

European Journal of Business and Management Research, 2023

The purpose of this paper is to analyze how the brand image and service quality impact buying decisions and guest satisfaction at Puri Saron Madangan Hotel Gianyar Bali. The sample used was 98 respondents, using the accidental sampling technique. The primary data collection method is distributing questionnaires and conducting in-depth interviews with the stakeholders. Path analysis was the analysis method used. The results of the investigation show that brand image, customer satisfaction, and service quality all have a significant and direct impact on consumer decisions. The choice to buy also directly and significantly affects satisfaction. The findings of this study offer direction for the Puri Saron Hotel to concentrate more on enhancing its brand image and service quality to increase the number of visitors who choose to come and stay at the hotel because they are happy with the service.

Structural Relationships between Aspects of Hotel Service Quality and Their Effect on Tourist Satisfaction

Jurnal Pengurusan

This study examines the impact of assurance, reliability, responsiveness, tangibles and empathy on the level of tourist satisfaction with hotel service delivery. A questionnaire is distributed to 200 respondents who are patrons of hotels in the Federal Territory of Labuan, Malaysia and are familiar with their services. The resulting data is analyzed using Structural Equation Modeling (SEM) via AMOS 5.0. The findings support previous research and demonstrate that tourists' satisfaction can be enriched by changes and improvements in hotel services significantly associated with empathy, tangibles, reliability, and responsiveness. The amount of empathy perceived serves as the best predictor of tourist satisfaction, followed by the extent of the discernible tangible benefits. By recognizing the impact of assurance, reliability, responsiveness, tangibles and empathy on tourist satisfaction with hotel service delivery, tourism marketers and planners should be able to attract more tourists by placing greater emphasis on the key aspects of hotel service considered in this study. ABSTRAK Kajian ini menguji kesan jaminan, kebolehpercayaan, tindak balas, tangible dan empati terhadap kepuasan pelancong mengenai penyediaan perkhidmatan hotel. Soal selidik telah diedarkan kepada 200 responden yang telah mengunjungi dan menerima perkhidmatan hotel di Wilayah Persekutuan Labuan, Malaysia. Data telah dianalisis dengan menggunakan Structural Equation Modeling (SEM) menggunakan perisian AMOS 5.0. Hasil kajian ini menyokong penyelidikan terdahulu yang menunjukkan bahawa kepuasan pelancong boleh dipertingkatkan dengan mengubah dan memperbaiki perkhidmatan hotel kerana ia mempunyai kaitan signifikan dengan empati, tangible, kebolehpercayaan dan tindak balas. Empati merupakan faktor yang mempunyai pengaruh terbesar terhadap kepuasan pelancong diikuti oleh faedah-faedah yang tangible. Dengan mengiktiraf kesan jaminan, kebolehpercayaan, tindak balas, tangible dan empati terhadap kepuasan pelancong mengenai perkhidmatan hotel yang diterima, pemasar dan perancang pelancongan sepatutnya boleh menarik minat lebih ramai pelancong dengan memberikan penekanan kepada aspek-aspek utama penyediaan perkhidmatan hotel tersebut.

Destination Image and Tourism Satisfaction: The Case of a Mediterranean Destination

Academic Journal of Interdisciplinary Studies, 2014

In tourism industry the competitiveness among tourism destinations has become increasingly demanding. A large number of existing and new destinations are competing to attract tourists in order to enhance their results as well as to gain better position on international tourism market. Creating and managing destination image is becoming one of the key sources of competitive advantage and one of the important elements in the process of selection of destination. On the other side image is considered as one of the relevant factors in a process of evaluation of services by tourists since it moulds the expectations tourists have before visiting destination. Numerous authors have pointed out that destination image influences tourism satisfaction since destinations with positive image experience more visits and greater satisfaction of tourists. The aim of this paper is to determine the factors that influence destination image and to explore the relationship between destination image and tourism satisfaction. The research was carried out in Dubrovnik, Croatia on a sample of 705 tourists. The SEM results indicate: (1) that natural resources and natural environment, economical factors and social environment as well as tourist leisure and recreation and atmosphere of the place have positive influence on a destination image, (2), that destination image has positive effect on tourism satisfaction.

Influence of Destination Image and Tourist Satisfaction On Destination Loyalty

British Journal of Multidisciplinary and Advanced Studies

Understanding the factors that contribute to a positive tourist experience is critical in maintaining and improving tourism competitiveness. This study determined the influence of destination perception and satisfaction on destination loyalty among tourists in a private villa on Turks and Caicos Island. The study utilized a descriptive-correlational research design. Data were collected from a sample of 100 tourists using the survey questionnaires of Umit Basaran (2016) for destination image, Ruiz E., et. al. (2017) for tourist satisfaction; and Kanwel et al. (2019) for destination loyalty. Descriptive statistics and multiple regression analysis were employed. The findings reveal that participants had a highly favorable perception on the cognitive component and a very highly favorable perception on the affective component of the destination. They were highly satisfied with various aspects of the villa such as destination facilities, safety, cleanliness, guest service, and entertainme...

The Effect of Perceived Service Quality, Perceived Value, Destination Image, Attitude to Visiting Behavior, Tourist Satisfaction on Tourist Loyalty

Journal of Entrepreneurship and Business, 2022

This study aims to determine the effect of perceived service quality, perceived value, destination image, attitude to visiting behavior, tourist satisfaction on tourist loyalty of Teluk Hijau beach in Banyuwangi, East Java tourists. Teluk Hijau beach is one of the tourist attractions in Banyuwangi, which is known as a hidden paradise. It has a green bay with a unique form of white sand that can spoil the tourists' eyes and has more tourists than other beaches in Banyuwangi. This research is based on causal research, which was tested empirically using questionnaire data from 150 respondents. The research analysis used Structural Equation Modeling (SEM) with SPSS 18 and AMOS 22 software. The results show that perceived service quality and perceived value have a significant effect on destination image, and destination image, attitude to visiting behavior, and tourist satisfaction have a significant effect on tourist loyalty.

Visitor Satisfaction and Tourist Attraction Image

2021

Tourist destination image is formed through tourists' perception, which is significantly influenced by interrelated factors related to tourists and the tourist destination itself, i.e., travel motivation, service quality, and tourist satisfaction. The object of this research is the Parapat city in Simalungun Regency North Sumatra Province of Indonesia. Parapat in Simalungun Regency, as a high potential tourist destination in North Sumatera Province of Indonesia, must be able to create a positive image to increase the number of tourist visits. The purpose of this study is to analyze the direct and indirect influence of tourists’ motivation to travel, service quality, and tourist satisfaction towards the image of Parapat. This study suggests a tourist development strategy through the formation of Parapat positive destination image from tourist’s perspective, hence will provide benefits for Parapat tourism stakeholders in developing and managing tourist destinations by improving th...

Customer Preferences toward Hotel Facilities and Service Quality: A Cross-Cultural Analysis

International Review of Business Research Papers, 2017

The objectives of this study are to identify and compare customers' preference toward hotel facility and service attributes depending on their travel purpose. Therefore, vacation and business travelers staying in participating hotels were asked to rate important attributes of hotel facility and service. Based on ANOVA results, significant differences were found between hotel guests (survey respondents

Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction

Encontros Cientificos Tourism Management Studies, 2014

Social media has changed the way tourists seek and exchange information, resulting in changes in the management of tourism businesses including hospitality facilities. Guest reviews and comments have had an impact on the reputation of organisations, both positive and negative. Websites with user-generated content spread this information to other tourists through the evaluation of service provided and thereby influence the decision of new visitors. Accordingly, this research sought to identify the correlation between overall satisfaction and the evaluation criteria used on a website. For this, we analysed 660 reviews (236 of three-star hotels, 125 of four-star hotels and 299 of five-star hotels) on TripAdvisor, containing independent reviews including overall satisfaction, value (costbenefit), location, sleep quality, rooms, cleanliness and service. Results showed a strong correlation of overall satisfaction with the criteria of room, service provided and cost-benefit.