The Effect of Applying Quality Assurance in Hotel Services on Customers’ Satisfaction
Autor(a) principal: | |
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Data de Publicação: | 2020 |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/476 |
Resumo: | Implementing quality assurance standards in hotel services and products is one of the latest performance indicators assessment processes in tourism services. It providers a sustainable reputation and a competitive advantage in the market. This study highlights the impact of hotel services quality assurance standards on customer satisfaction. The study follows a descriptive analysis methodology using a survey as a study instrument. Relative Importance Index (RII) used to identify the structural model for the correlations among the variables. Findings revealed that the implementation of integrated marketing management hotel services quality promotes the marketing of hotel services and customer’s trust and loyalty to the products and services provided by hotel tourist services providers and their staff. Moreover, it could encourage customers to share their touristic experience, which could promote the market reputation of the hotel services and competitive advantage locally and internationally hotel services. In addition, it is an opportunity for an active participation of clients in assessing the hotel products and services using effective indicators that enable hotel services decision - makers in improving the services continuously. |
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The Effect of Applying Quality Assurance in Hotel Services on Customers’ SatisfactionQuality; hotel services; hotel products; marketing tourist quality; measuring indicators; quality recognition.Implementing quality assurance standards in hotel services and products is one of the latest performance indicators assessment processes in tourism services. It providers a sustainable reputation and a competitive advantage in the market. This study highlights the impact of hotel services quality assurance standards on customer satisfaction. The study follows a descriptive analysis methodology using a survey as a study instrument. Relative Importance Index (RII) used to identify the structural model for the correlations among the variables. Findings revealed that the implementation of integrated marketing management hotel services quality promotes the marketing of hotel services and customer’s trust and loyalty to the products and services provided by hotel tourist services providers and their staff. Moreover, it could encourage customers to share their touristic experience, which could promote the market reputation of the hotel services and competitive advantage locally and internationally hotel services. In addition, it is an opportunity for an active participation of clients in assessing the hotel products and services using effective indicators that enable hotel services decision - makers in improving the services continuously.ISVOUGA - Instituto Superior de Entre Douro e Vouga2020-07-10T00:00:00Zjournal articleinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttp://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/476oai:u3isjournal.isvouga.pt:article/476International Journal of Marketing, Communication and New Media; Vol 8, No 14 (2020)2182-9306reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/476http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/476/240Copyright (c) 2020 Odai Falah AL-Ghaswynehhttps://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessAL-Ghaswyneh, Odai Falah Mohammad2022-09-22T10:30:36Zoai:u3isjournal.isvouga.pt:article/476Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T15:58:22.802832Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
The Effect of Applying Quality Assurance in Hotel Services on Customers’ Satisfaction |
title |
The Effect of Applying Quality Assurance in Hotel Services on Customers’ Satisfaction |
spellingShingle |
The Effect of Applying Quality Assurance in Hotel Services on Customers’ Satisfaction AL-Ghaswyneh, Odai Falah Mohammad Quality; hotel services; hotel products; marketing tourist quality; measuring indicators; quality recognition. |
title_short |
The Effect of Applying Quality Assurance in Hotel Services on Customers’ Satisfaction |
title_full |
The Effect of Applying Quality Assurance in Hotel Services on Customers’ Satisfaction |
title_fullStr |
The Effect of Applying Quality Assurance in Hotel Services on Customers’ Satisfaction |
title_full_unstemmed |
The Effect of Applying Quality Assurance in Hotel Services on Customers’ Satisfaction |
title_sort |
The Effect of Applying Quality Assurance in Hotel Services on Customers’ Satisfaction |
author |
AL-Ghaswyneh, Odai Falah Mohammad |
author_facet |
AL-Ghaswyneh, Odai Falah Mohammad |
author_role |
author |
dc.contributor.author.fl_str_mv |
AL-Ghaswyneh, Odai Falah Mohammad |
dc.subject.por.fl_str_mv |
Quality; hotel services; hotel products; marketing tourist quality; measuring indicators; quality recognition. |
topic |
Quality; hotel services; hotel products; marketing tourist quality; measuring indicators; quality recognition. |
description |
Implementing quality assurance standards in hotel services and products is one of the latest performance indicators assessment processes in tourism services. It providers a sustainable reputation and a competitive advantage in the market. This study highlights the impact of hotel services quality assurance standards on customer satisfaction. The study follows a descriptive analysis methodology using a survey as a study instrument. Relative Importance Index (RII) used to identify the structural model for the correlations among the variables. Findings revealed that the implementation of integrated marketing management hotel services quality promotes the marketing of hotel services and customer’s trust and loyalty to the products and services provided by hotel tourist services providers and their staff. Moreover, it could encourage customers to share their touristic experience, which could promote the market reputation of the hotel services and competitive advantage locally and internationally hotel services. In addition, it is an opportunity for an active participation of clients in assessing the hotel products and services using effective indicators that enable hotel services decision - makers in improving the services continuously. |
publishDate |
2020 |
dc.date.none.fl_str_mv |
2020-07-10T00:00:00Z |
dc.type.driver.fl_str_mv |
journal article info:eu-repo/semantics/article |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/476 oai:u3isjournal.isvouga.pt:article/476 |
url |
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/476 |
identifier_str_mv |
oai:u3isjournal.isvouga.pt:article/476 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/476 http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/476/240 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2020 Odai Falah AL-Ghaswyneh https://creativecommons.org/licenses/by-nc-sa/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2020 Odai Falah AL-Ghaswyneh https://creativecommons.org/licenses/by-nc-sa/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
ISVOUGA - Instituto Superior de Entre Douro e Vouga |
publisher.none.fl_str_mv |
ISVOUGA - Instituto Superior de Entre Douro e Vouga |
dc.source.none.fl_str_mv |
International Journal of Marketing, Communication and New Media; Vol 8, No 14 (2020) 2182-9306 reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
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1799130451670990848 |