Hotel Services Quality for Tourists in Transit
Abstract
This article aims to empirically validate a perception model of hotel service quality for short-stay tourists in transit by applying the SERVPERF model. Thus, 364 foreign tourists in transit in Guayaquil, Ecuador, whose final destination was the Galapagos Islands, were interviewed. The Confirmatory Factor Analysis (CFA) multivariate technique was adopted to evaluate the scales' validity and reliability. The results confirm the SERVPERF model’s psychometric properties for the hotel services quality evaluation. The findings will contribute to hotel managers decision making.
References
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[5] Basfirinci, C., and Mitra, A. 2015. A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model. Journal of Air Transport Management, 42, 239–248. DOI:https://doi.org/10.1016/j.jairtraman.2014.11.005.
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[8] Carvache-Franco, W., Carvache-Franco, M., Carvache-Franco, O., and Hernández-Lara, A.B. 2020. Motivation and segmentation of the demand for coastal and marine destinations. Tourism Management Perspectives, 34, 100661. DOI: https://doi.org/10.1016/j.tmp.2020.100661.
[9] Carvache-Franco, M., Carvache-Franco, W., and Manner-Baldeon, F. 2021. Market segmentation based on ecotourism motivations in marine protected areas and National Parks in the Galapagos Islands, Ecuador. Journal of Coastal Research, 37 (3): 620–633. DOI: https://doi.org/10.2112/JCOASTRES-D-20-00076.1.
[10] Cheung, G.W., and Wang, C. 2017. Current approaches for assessing convergent and discriminant validity with SEM: issues and solutions. Academy of Management Proceedings, 2017(1), 12706. DOI:https://doi.org/10.5465/AMBPP.2017.12706abstract.
[11] Creswell, J.W., and Creswell, J.D. 2017. Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (5th ed.). Sage publications. https://books.google.es/books?hl=es&lr=&id=335ZDwAAQBAJ&oi=fnd&pg=PT19&ots=YDtRLQAmuH&sig=ANyQlV_LnDrHb1s7bs0XNSZZEhY#v=onepage&q&f=false.
[12] Cronin, J.J., and Taylor, S.A. 1994. SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125–131. DOI:https://doi.org/10.1177%2F002224299405800110.
[13] D'Agostino, R.B. 2017. Goodness-of-fit-techniques. En Tests for the Normal Distribution. 367-420. Routledge.
[14] Daoud, J.I. 2017. Multicollinearity and regression analysis. Journal of Physics: Conference Series. IOP Publishing, 949(1), 012009. DOI: https://doi.org/10.1088/1742-6596/949/1/012009.
[15] Dileep, M.R., and Mathew, V. 2017. Marketing of tourism industry: enhancing services through marketing mix elements. En Strategic Marketing Management and Tactics in the Service Industry, 304–329. IGI Global.
[16] Duque, E.J., and Palacios, D.P. 2017. Evaluación de la calidad de serviciopercibidaen los establecimientos hoteleros de Quibdó. Criterio Libre, 15(26), 195–213. DOI: https://doi.org/10.18041/1900-0642/criteriolibre.2017v15n26.1047.
[17] Fan, L., Gao, L., Liu, X., Zhao, S., Mu, H., Li, Z., Shi, L., Wang, L., Jia, X., Ha, M., and Lou, F. 2017. Patients' perceptions of service quality in China: An investigation using the SERVQUAL model. PLOS ONE, 12(12), e0190123. DOI: https://doi.org/10.1371/journal.pone.0190123.
[18] Fleischman, G.M., Johnson, E.N., and Walker, K.B. 2017. An exploratory investigation of management accounting service quality dimensions using Servqual and Servperf. En M. A. Malina (Ed.), Advances in Management Accounting. Emerald Publishing Limite, 29,91-125.DOI: https://doi.org/10.1108/S1474-787120170000029001.
[19] Galeeva, R.B. 2016. SERVQUAL application and adaptation for educational service quality assessments in Russian higher education. Quality Assurance in Education, 24(3), 329-348. DOI:https://doi.org/10.1108/QAE-06-2015-0024.
[20] Gandia, R., and Parmentier, G. 2017. Optimizing value creation and value capture with a digital multi-sided business model. Strategic Change, 26(4), 323–331. DOI: https://doi.org/10.1002/jsc.2134.
[21] Gupta, A. 2016. Redefining service quality scale with customer experience quality scale: A critical review. International Journal of Services and Operations Management, 25(1), 48. DOI: https://doi.org/10.1504/IJSOM.2016.078070.
[22] Hair, J.F., Hult, G.T., Ringle, C.M., and Sarstedt, M. 2017. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2 ed.). SAGE Publications.
[23] Hair Jr., J.F., Black, W.C., Babin, B.J., and Anderson, R.E. 2019. Multivariate Data Analysis (8th ed.). Cengage Learning EMEA.
[24] Haque, M.I., and Sultan, Z.A. 2019. A structural equation modeling approach to validate the dimensions of SERVPERF in insurance industry of Saudi Arabia. Management Science Letters, 495-504. DOI:https://doi.org/10.5267/j.msl.2019.1.012.
[25] Henseler, J., Hubona, G., and Ray, P.A. 2016. Using PLS path modeling in new technology research: Updated guidelines. Industrial Management & Data Systems, 116(1), 2-20. DOI:https://doi.org/10.1108/IMDS-09-2015-0382.
[26] Iglesias, O., Markovic, S., Singh, J.J., and Sierra, V. 2019. Do customer perceptions of corporate services brand ethicality improve brand equity? Considering the roles of brand heritage, brand image, and recognition benefits. Journal of Business Ethics, 154(2), 441-459. DOI: https://doi.org/10.1007/s10551-017-3455-0.
[27] Keshavarz, Y., and Jamshidi, D. 2018. Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244. DOI:https://doi:10.1108/ijtc-09-2017-0044.
[28] Kline, R.B. 2016. Principles and Practice of Structural Equation Modeling, Fourth Edition. Guilford Publications.
[29] Kostopoulou, T., Diamantidis, A., and Daulle, J. 2017. an empirical study on the relationship between the service quality and the customer's satisfaction in the Greek hospitality industry: the case of the SMES hotels. University-Industry Links: Coproducing Knowledge, Innovation & Growth, 121.
[30] Kumar, Sanjay. 2018. Understanding Different Issues of Unit of Analysis in a Business Research. Journal of General Management Research, 5(2), 70-82. https://www.scmsnoida.ac.in/assets/pdf/journal/vol5issue2/00%208%20Sanjay%20Kumar.pdf.
[31] Kumar, Suresh, and Zikri, M. 2018. The Relationship between Hotel Rating and Customer Outcomes and Its Implication towards Revisit Intention. FIRM Journal of Management Studies, 3(1), 71–83. DOI:http://doi.org/10.33021/firm.v3i1.386.
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Published
2021-06-30
How to Cite
CAMPOVERDE AGUIRRE, Ronald; CARVACHE-FRANCO, Mauricio; CARVACHE-FRANCO, Wilmer.
Hotel Services Quality for Tourists in Transit.
Journal of Environmental Management and Tourism, [S.l.], v. 12, n. 4, p. 1120-1130, june 2021.
ISSN 2068-7729.
Available at: <https://journals.aserspublishing.eu/jemt/article/view/6203>. Date accessed: 22 dec. 2024.
doi: https://doi.org/10.14505//jemt.v12.4(52).24.
Section
Article
Copyright© 2024 The Author(s). Published by ASERS Publishing 2024. This is an open access article distributed under the terms of CC-BY 4.0 license.