A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentions

Detalhes bibliográficos
Autor(a) principal: Salazar, A.
Data de Publicação: 2010
Outros Autores: Costa, J., Rita, P.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: https://ciencia.iscte-iul.pt/public/pub/id/9935
http://hdl.handle.net/10071/10099
Resumo: Purpose: The purpose of this paper is to present a scale for service quality evaluation in the hospitality sector. This scale has two aims: to assess the dimensions and attributes consumers use when evaluating the quality of the service provided by hotels, and to determine what influence service quality perceptions have on consumer behaviour, namely on customer intentions to return and to recommend the hotel. Design/methodology/approach: The methodology used to develop the scale was divided into three stages: first, two well-known models (SERVQUAL with direct formulation and SERPERF) were tested in 32 hotels, through 532 questionnaires. As these models were not conclusive, a second phase took place: 109 in-depth interviews were conducted to assess the relevant factors or attributes for consumers during a hotel stay, both for the holiday and business segments. Based on the results of the interviews, a questionnaire was designed to evaluate service quality provided by four and five star hotels. On this third phase, a sample of 257 respondents/hotel customers was achieved. Findings: The main results point to the existence of five dimensions: room (tangibles and service); feelings; restaurant service; tangibles (location, exterior and restaurant) and reception, explaining 56,1 per cent of the consumers' service quality evaluation. Another finding points out the existence of a stronger relationship between service quality perceptions and the intention to recommend the hotel (74,8 per cent) than the intention to return to the hotel (55,9 per cent). Originality/value: Based on the knowledge of the relative importance of the attributes consumers use when evaluating the service provided by four and five stars hotels, the relevant influence emotions have on consumers' service quality evaluation and the influence service quality perceptions have on behavioural intentions, several recommendations to managers are made, both in terms of managing the hotel, as well as tourist destinations.
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spelling A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentionsPortugalCustomer services qualityHospitality managementPurpose: The purpose of this paper is to present a scale for service quality evaluation in the hospitality sector. This scale has two aims: to assess the dimensions and attributes consumers use when evaluating the quality of the service provided by hotels, and to determine what influence service quality perceptions have on consumer behaviour, namely on customer intentions to return and to recommend the hotel. Design/methodology/approach: The methodology used to develop the scale was divided into three stages: first, two well-known models (SERVQUAL with direct formulation and SERPERF) were tested in 32 hotels, through 532 questionnaires. As these models were not conclusive, a second phase took place: 109 in-depth interviews were conducted to assess the relevant factors or attributes for consumers during a hotel stay, both for the holiday and business segments. Based on the results of the interviews, a questionnaire was designed to evaluate service quality provided by four and five star hotels. On this third phase, a sample of 257 respondents/hotel customers was achieved. Findings: The main results point to the existence of five dimensions: room (tangibles and service); feelings; restaurant service; tangibles (location, exterior and restaurant) and reception, explaining 56,1 per cent of the consumers' service quality evaluation. Another finding points out the existence of a stronger relationship between service quality perceptions and the intention to recommend the hotel (74,8 per cent) than the intention to return to the hotel (55,9 per cent). Originality/value: Based on the knowledge of the relative importance of the attributes consumers use when evaluating the service provided by four and five stars hotels, the relevant influence emotions have on consumers' service quality evaluation and the influence service quality perceptions have on behavioural intentions, several recommendations to managers are made, both in terms of managing the hotel, as well as tourist destinations.Emerald Publishing Group Ltd2015-11-05T14:53:07Z2010-01-01T00:00:00Z20102015-11-05T14:52:18Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://ciencia.iscte-iul.pt/public/pub/id/9935http://hdl.handle.net/10071/10099eng1755-4217Salazar, A.Costa, J.Rita, P.info:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-07-07T03:56:30Zoai:repositorio.iscte-iul.pt:10071/10099Portal AgregadorONGhttps://www.rcaap.pt/oai/openairemluisa.alvim@gmail.comopendoar:71602024-07-07T03:56:30Repositório 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 A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentions
title A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentions
spellingShingle A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentions
Salazar, A.
Portugal
Customer services quality
Hospitality management
title_short A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentions
title_full A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentions
title_fullStr A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentions
title_full_unstemmed A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentions
title_sort A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentions
author Salazar, A.
author_facet Salazar, A.
Costa, J.
Rita, P.
author_role author
author2 Costa, J.
Rita, P.
author2_role author
author
dc.contributor.author.fl_str_mv Salazar, A.
Costa, J.
Rita, P.
dc.subject.por.fl_str_mv Portugal
Customer services quality
Hospitality management
topic Portugal
Customer services quality
Hospitality management
description Purpose: The purpose of this paper is to present a scale for service quality evaluation in the hospitality sector. This scale has two aims: to assess the dimensions and attributes consumers use when evaluating the quality of the service provided by hotels, and to determine what influence service quality perceptions have on consumer behaviour, namely on customer intentions to return and to recommend the hotel. Design/methodology/approach: The methodology used to develop the scale was divided into three stages: first, two well-known models (SERVQUAL with direct formulation and SERPERF) were tested in 32 hotels, through 532 questionnaires. As these models were not conclusive, a second phase took place: 109 in-depth interviews were conducted to assess the relevant factors or attributes for consumers during a hotel stay, both for the holiday and business segments. Based on the results of the interviews, a questionnaire was designed to evaluate service quality provided by four and five star hotels. On this third phase, a sample of 257 respondents/hotel customers was achieved. Findings: The main results point to the existence of five dimensions: room (tangibles and service); feelings; restaurant service; tangibles (location, exterior and restaurant) and reception, explaining 56,1 per cent of the consumers' service quality evaluation. Another finding points out the existence of a stronger relationship between service quality perceptions and the intention to recommend the hotel (74,8 per cent) than the intention to return to the hotel (55,9 per cent). Originality/value: Based on the knowledge of the relative importance of the attributes consumers use when evaluating the service provided by four and five stars hotels, the relevant influence emotions have on consumers' service quality evaluation and the influence service quality perceptions have on behavioural intentions, several recommendations to managers are made, both in terms of managing the hotel, as well as tourist destinations.
publishDate 2010
dc.date.none.fl_str_mv 2010-01-01T00:00:00Z
2010
2015-11-05T14:53:07Z
2015-11-05T14:52:18Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://ciencia.iscte-iul.pt/public/pub/id/9935
http://hdl.handle.net/10071/10099
url https://ciencia.iscte-iul.pt/public/pub/id/9935
http://hdl.handle.net/10071/10099
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 1755-4217
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
eu_rights_str_mv embargoedAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Emerald Publishing Group Ltd
publisher.none.fl_str_mv Emerald Publishing Group Ltd
dc.source.none.fl_str_mv 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 mluisa.alvim@gmail.com
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