Differences in service quality perceptions of stakeholders in the hotel industry

Basit Öğe Kaydı
dc.authoridDEDEOGLU, Bekir Bora/0000-0002-0722-3392
dc.authoridDemirer, Halil/0000-0001-5579-3720
dc.contributor.authorDedeoglu, Bekir Bora
dc.contributor.authorDemirer, Halil
dc.date.accessioned2024-09-18T20:56:57Z
dc.date.available2024-09-18T20:56:57Z
dc.date.issued2015
dc.departmentHatay Mustafa Kemal Üniversitesien_US
dc.description.abstractPurpose - Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers' quality evaluations. However, the nature and characteristics of differences in service quality perceptions among customers, managers and employees are not sufficiently researched. In this study, the differences in service quality perceptions among the aforementioned stakeholders are examined. Design/methodology/approach - Multivariate analysis of variance was used to test the significant differences between stakeholder's perceptions of service quality, using a sample of 845 hotel stakeholders (customers, employees and managers). Findings - The findings showed that employees perceived service performance to be at a high level, while customers perceived it to be at a low level. According to the post-hoc test, even though managers' perception of service quality performance was lower than that of employees, no significant difference was found between them. In addition, it was determined by second-order confirmatory factor analysis that the lowest explanation ratio was the tangible dimension in SERVQUAL. Originality/value - One major shortcoming in the concept of service quality is that stakeholders perceive service quality differently. In particular, a hotel business that lacks service quality may face issues such as negative customer satisfaction, lack of customer loyalty and lower competitive advantage. However, while most of the studies on the hotel sector in the literature focus mainly on the evaluation of customers for service quality, other stakeholders' (employees' and managers') perceptions have been ignored. Therefore, the current study's contribution to the literature explores the differences in stakeholders' perceptions of the hotel industry.en_US
dc.identifier.doi10.1108/IJCHM-08-2013-0350
dc.identifier.endpage146en_US
dc.identifier.issn0959-6119
dc.identifier.issn1757-1049
dc.identifier.issue1en_US
dc.identifier.scopus2-s2.0-84922824873en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage130en_US
dc.identifier.urihttps://doi.org/10.1108/IJCHM-08-2013-0350
dc.identifier.urihttps://hdl.handle.net/20.500.12483/12198
dc.identifier.volume27en_US
dc.identifier.wosWOS:000350579000008en_US
dc.identifier.wosqualityQ1en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Ltden_US
dc.relation.ispartofInternational Journal of Contemporary Hospitality Managementen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectService qualityen_US
dc.subjectCustomer satisfactionen_US
dc.subjectPerceptionen_US
dc.subjectStakeholdersen_US
dc.subjectHotelsen_US
dc.subjectHotel industryen_US
dc.titleDifferences in service quality perceptions of stakeholders in the hotel industryen_US
dc.typeArticleen_US

Dosyalar

Orijinal paket
Listeleniyor 1 - 1 / 1
[ N/A ]
İsim:
Tam Metin / Full Text
Boyut:
470.58 KB
Biçim:
Adobe Portable Document Format
İndir

Koleksiyon

WoS İndeksli Yayınlar Koleksiyonu
Scopus İndeksli Yayınlar Koleksiyonu