A Case Study Of The Serbian Hotel Industry Researching The Impact Of Hotel Service Quality On Guest Loyalty And Satisfaction
Keywords:
Dufour test process, satisfaction, loyalty, service quality
Abstract
The purpose of the study is to identify the important elements of Total Hotel Service Quality that have a substantial impact on customer happiness and loyalty, as well as to analyze the implications of THSQ on these two metrics. The analysis was carried out in light of the respondents' national traits (Hofstende's aspects of national cultures) and the needs of contemporary tourists. 175 hotel guests made up the participants in the empirical study. The findings support the validity of the premise that THSQ has a notably beneficial impact on customer satisfaction and loyalty. Assurance, tangibility, and empathy also show up as the three main aspects of quality that matter when gauging customer loyalty and happiness. Utilizing the Dufour Monte Carlo Simulation test process, the acquired results were confirmed.
References
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Yildirim, O., Akgunduz, Y., and Cakici, A.C. (2019). Perceived price fairness and satisfaction's effect on loyalty the role that revisit intention plays as a mediator. Review of Tourism, 74(3), 443–462.
Shi-Min, H., and Chew Ging, L. (2019). relationships between a hotel's business performance and client satisfaction. 30(3), 447–449, International Journal of Tourism & Hospitality Research.
Rashid, M.Z.A. and Cheng, B.L. (2013). The relationship between customer satisfaction and customer loyalty in the Malaysian hotel industry is mediated by service quality and corporate image. International Journal of Business Gadjah Mada, 15, 99–112.
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18. Jamshidi, D., and Keshavarz, Y. (2018). Customer satisfaction and perceived value play a mediating role in customer loyalty when evaluating service quality. 4(2), 220–244 in International Journal of Tourism Cities.
Brady, M., Goodman, M., Keller, K.L., Kotler, P., & Hansen, T. (2009). Pearson Education Limited, Edinburgh Gate, Harlow, England, Marketing Management.
19. M.M. Khudri and S. Sultana (2015). factors that affect service quality and how consumer traits affect channel choice. Journal of British Food, 117(8), 2078–2097.
20. R. Ladhari (2009). A hotel industry study on behavioral intentions, emotional satisfaction, and service quality. Overseeing Service Quality: A Global Perspective 19(3) Journal, 308-331.
21. Qub, H., and Z. Luo (2016). The quality of hotel services as defined by guests and how it affects their loyalty. Routledge, Journal of Quality Assurance in Hospitality and Tourism, pp. 1–23.
In 2016, Marčetić M., Ćurčić V. N., and Lazović K. Anali Ekonomskog fakulteta u Subotici, 35, 237-248.
22. Modaliteti evazije poreza na dodatu vrednost u Republici Srbiji.
23. In 2020, Miletic, V. and Ćurčić, V. N. Simonovic, Z. Standardization of quality - an important factor influencing preduzeća competitiveness in Serbia, Anali Ekonomskog fakulteta u Subotici, 44, 99-114.
24. Lengler, J., and A. Mohsin (2015). Viewed from the perspective of budget hotel patrons, do important criteria impact performance dimensions? 23:23–34 in Journal of Hospitality and Tourism Management.
R.L. Oliver (1980). a mental model of the causes and effects of decisions about satisfaction. 17(4), 460–469 in Journal of Marketing Research.
25. Ndubisi, Oly L. (2007). Relationship marketing and loyalty among customers. Planning and Marketing Intelligence, 25(1), 98–106.
26. Jang, S., and Park, J.Y. (2014). Why Do Clients Change? Either more or less satisfied. 37, 159–70; International Journal of Hospitality Management.
27. N. Radivojevic and colleagues (2019). Determinants of non-performing loans using an econometric model. 520, April, 481-488 in Physica A: Statistical Mechanics and its Applications.
28. Stepanov, S., Cvjetkovic, M., and Radivojevic, N. (2016). The novel hybrid VaR methodology grounded in EVT. 43(1) Estudios de Economia, 29–52.
29. Jovović, J., and N. Radivojevic (2017). examining the factors that contribute to non-performing loans. 26(3) Prague Economic Paper, 300-316.
30. Miller, K.E., and P. Rauyruen. 2007. Relationship Quality as a B2B Customer Loyalty Predictor. Business Research Journal, 60(1), 21–31.
31. Maglovska, C. Ristova (2020). What is the true desire of hotel guests? An examination of text mining for internet reviews. Management of Hotels and Tourism, 8(1), 37–48.
Ryan, C., and Saleh, F. 1991. utilizing the SERVQUAL model to analyze service quality in the hotel sector. Journal of Services Industries, 11(3), 324–343.
32. N.S.G. Seth and P.V. Deshmukh (2005). A review of service quality models. 22(9), 913-949, International Journal of Quality and Reliability Management.
33. Siguaw, J. A., and I. Skogland (2004). Are Your Happy Clients Faithful to You? 45(3), 221-234, Cornell Hotel and Restaurant Administration Quarterly.
34. Smith, O. (2014). Hotels in the UK rank among the worst for Wi-Fi fees. the telegraph.
35. Kline, S., and Torres, E. (2006). Transitioning from contentment to joy: an exemplar for the lodging sector. 18(4), 290–301, International Journal of Contemporary Hospitality Management.
36. Mkono, M., and J. Tribe (2017). Not quite such astute traveler? the idea of e-lienation.
66,105–115 in Annals of Tourism Research.
37. In 2019, Vujić, M., Đorđević, S., and Lakićević, M. Customer satisfaction and service quality in Serbia's hotel sector. Management of Hotels and Tourism, 7(1), 61–70.
38. Law, R., and Zaid, A. (2019). factors that affect hotel visitors' happiness as seen by internet hotel reviewers. 13(1), pp. 84–97, International Journal of Culture, Tourism, and Hospitality Research.
Berry, L.L., Parasuraman, A., and Zeithaml, V.A. (1990). Resolving consumer expectations and perceptions in order to provide high-quality service. : The Free Press, New York.
2. Ahani A. and associates (2019). Hotel Canary Islands: An analysis of online reviews reveals consumer preferences and contentment. 51, 331–343, Journal of Retailing and Consumer Services.
Fornell, C., and E.W. Anderson (2000). The American Customer Satisfaction Index's foundations. Complete Quality Control, 11(7), 869–882.
3. In 2012, Bastič, M., and Slavka, G. Scale of measurement for the environmental aspect of hotel service excellence. 31, 1012- 1020, International Journal of Hospitality Management.
4. Botelho, D., Batista, M.G., Couto, J.P., & Faias, C. (2014). Traveler happiness and loyalty in the hotel industry: An application to the University of Azores, the island of São Miguel, Economics, and Tourism & Management Studies, 10(1), 9501-801; Management Department.
5. Melián-González, S., Bulchand-Gidumal, J., and Lopez-Valcarcel, B. (2013), An examination of social media to determine how destinations affect travelers' satisfaction with hotels, Volume 35, Issues 44–47, International Journal of Hospitality Management.
6. Myers, M.B., and R.N. Bolton (2003). segmenting the global services market according to price. Marketing Journal, 67(3), 108–128.
7. Boulding, W., Zeithaml, V.A., Karla, A., and Staelin, R. (1993). An interactive process model of service quality: From behavioral intents to expectations. 30(2), 7–27, Journal of Marketing Research.
In 2017, Bihamta, H., Okumus, F., Rezaei, S., Jayashree, S., and Rahimi, R. Brand loyalty and food quality satisfaction are the two pillars of a hotel restaurant. Journal of British Food, 119(12), 2597–2609.
Yildirim, O., Akgunduz, Y., and Cakici, A.C. (2019). Perceived price fairness and satisfaction's effect on loyalty the role that revisit intention plays as a mediator. Review of Tourism, 74(3), 443–462.
Shi-Min, H., and Chew Ging, L. (2019). relationships between a hotel's business performance and client satisfaction. 30(3), 447–449, International Journal of Tourism & Hospitality Research.
Rashid, M.Z.A. and Cheng, B.L. (2013). The relationship between customer satisfaction and customer loyalty in the Malaysian hotel industry is mediated by service quality and corporate image. International Journal of Business Gadjah Mada, 15, 99–112.
8. Taylor, S. A., and J. J. Cronin (1992). Measuring Service Quality: A Reexamination and Extension. 56 (3) Journal of Marketing, 56-68.
9. Magnini, V., and Crotts, J. (2010). The architecture of customer delight: Is surprise necessary?
38(2), 719–722, Annals of Tourism Research.
10. Field (2009). Learning about Statistics with SPSS. Sage, London. Gil-Saura, I., Arteaga, F., and Gallarza, G.M. (2019). In the tourist and hospitality industries, customer value involves expanding the scope and lengthening the value-satisfaction-loyalty chain. Perspectives on Tourism Management, 31, 254-268.
Lai, I.K.W., and B.W. Gao (2015). the impact of integrated and transaction-specific satisfactions on consumer loyalty. 44, 38–47 International Journal of Hospitality Management.
Simonovic, Z., Lazovic, K., and Gavric, G. (2015), Znanje as a competitive advantage and poslovanje factor, Anali Ekonomskog fakulteta u Subotici, 33, 389-400.
11. Gayane, T. (2019). Armenian data is used to evaluate the tourist satisfaction index.
Innovations in Marketing & Management, 3, 22–32.
12. In 2019, González-Mansilla, Ó., Berenguer-Contrí, G., and Serra-Cantallops, A. examined the effects of value co-creation on customer satisfaction and hotel brand equity. 51–65 in Tourism Management, 75.
Gronroos, C. (1984). A model of service quality and its implications for marketing. 18(4), 36–44, European Journal of Marketing.
13. Chen, J., Gursoy, D., & Chi, C. (2018). theoretical analysis of the development of destination loyalty. 26(5), 809–827, International Journal of Contemporary Hospitality Management.
Weinstein, A., and W. Johnson (2004). Better Customer Experience in the New Economy.
CRC Press LLC, New York, etc.
14. Heesup, H., Wansoo, K., Kiattipoom, K., and Heekyoung, J. (2018). Thailand serves as an example of how wellness and spa tourism performance contributes to increased destination loyalty. Journal of Tourism and Travel Management, 35 (5), 595–610.
15. Hyun, S. S., and C. Y. Heo (2015). Do opulent room amenities influence visitors' willingness to spend more? 46,161–168 in International Journal of Hospitality Management.
16. Beheshti, H.M., Oghazi, P., Skarmeas, D., and Hultman, M. (2015). Retaining Visitor Loyalty via Attraction Character, Contentment, and Recognition. 68(11), 2227–31, Journal of Business Research.
Dysfunctional customer behavior: theory and empirical validation, Kang, M., & Gong, T. (2019). Business of Services, 13, 625–646.
17. Heo, C.Y., Kim, B., and Kim, S. (2016). An examination of positive and negative comments left on social media about hotels. Contemporary Hospital Management International, 28(9), 1915–1936.
18. Jamshidi, D., and Keshavarz, Y. (2018). Customer satisfaction and perceived value play a mediating role in customer loyalty when evaluating service quality. 4(2), 220–244 in International Journal of Tourism Cities.
Brady, M., Goodman, M., Keller, K.L., Kotler, P., & Hansen, T. (2009). Pearson Education Limited, Edinburgh Gate, Harlow, England, Marketing Management.
19. M.M. Khudri and S. Sultana (2015). factors that affect service quality and how consumer traits affect channel choice. Journal of British Food, 117(8), 2078–2097.
20. R. Ladhari (2009). A hotel industry study on behavioral intentions, emotional satisfaction, and service quality. Overseeing Service Quality: A Global Perspective 19(3) Journal, 308-331.
21. Qub, H., and Z. Luo (2016). The quality of hotel services as defined by guests and how it affects their loyalty. Routledge, Journal of Quality Assurance in Hospitality and Tourism, pp. 1–23.
In 2016, Marčetić M., Ćurčić V. N., and Lazović K. Anali Ekonomskog fakulteta u Subotici, 35, 237-248.
22. Modaliteti evazije poreza na dodatu vrednost u Republici Srbiji.
23. In 2020, Miletic, V. and Ćurčić, V. N. Simonovic, Z. Standardization of quality - an important factor influencing preduzeća competitiveness in Serbia, Anali Ekonomskog fakulteta u Subotici, 44, 99-114.
24. Lengler, J., and A. Mohsin (2015). Viewed from the perspective of budget hotel patrons, do important criteria impact performance dimensions? 23:23–34 in Journal of Hospitality and Tourism Management.
R.L. Oliver (1980). a mental model of the causes and effects of decisions about satisfaction. 17(4), 460–469 in Journal of Marketing Research.
25. Ndubisi, Oly L. (2007). Relationship marketing and loyalty among customers. Planning and Marketing Intelligence, 25(1), 98–106.
26. Jang, S., and Park, J.Y. (2014). Why Do Clients Change? Either more or less satisfied. 37, 159–70; International Journal of Hospitality Management.
27. N. Radivojevic and colleagues (2019). Determinants of non-performing loans using an econometric model. 520, April, 481-488 in Physica A: Statistical Mechanics and its Applications.
28. Stepanov, S., Cvjetkovic, M., and Radivojevic, N. (2016). The novel hybrid VaR methodology grounded in EVT. 43(1) Estudios de Economia, 29–52.
29. Jovović, J., and N. Radivojevic (2017). examining the factors that contribute to non-performing loans. 26(3) Prague Economic Paper, 300-316.
30. Miller, K.E., and P. Rauyruen. 2007. Relationship Quality as a B2B Customer Loyalty Predictor. Business Research Journal, 60(1), 21–31.
31. Maglovska, C. Ristova (2020). What is the true desire of hotel guests? An examination of text mining for internet reviews. Management of Hotels and Tourism, 8(1), 37–48.
Ryan, C., and Saleh, F. 1991. utilizing the SERVQUAL model to analyze service quality in the hotel sector. Journal of Services Industries, 11(3), 324–343.
32. N.S.G. Seth and P.V. Deshmukh (2005). A review of service quality models. 22(9), 913-949, International Journal of Quality and Reliability Management.
33. Siguaw, J. A., and I. Skogland (2004). Are Your Happy Clients Faithful to You? 45(3), 221-234, Cornell Hotel and Restaurant Administration Quarterly.
34. Smith, O. (2014). Hotels in the UK rank among the worst for Wi-Fi fees. the telegraph.
35. Kline, S., and Torres, E. (2006). Transitioning from contentment to joy: an exemplar for the lodging sector. 18(4), 290–301, International Journal of Contemporary Hospitality Management.
36. Mkono, M., and J. Tribe (2017). Not quite such astute traveler? the idea of e-lienation.
66,105–115 in Annals of Tourism Research.
37. In 2019, Vujić, M., Đorđević, S., and Lakićević, M. Customer satisfaction and service quality in Serbia's hotel sector. Management of Hotels and Tourism, 7(1), 61–70.
38. Law, R., and Zaid, A. (2019). factors that affect hotel visitors' happiness as seen by internet hotel reviewers. 13(1), pp. 84–97, International Journal of Culture, Tourism, and Hospitality Research.
Berry, L.L., Parasuraman, A., and Zeithaml, V.A. (1990). Resolving consumer expectations and perceptions in order to provide high-quality service. : The Free Press, New York.
Published
2024-09-14
How to Cite
M. Mareeswaran, & Dr. R. Balasubramani. (2024). A Case Study Of The Serbian Hotel Industry Researching The Impact Of Hotel Service Quality On Guest Loyalty And Satisfaction. Revista Electronica De Veterinaria, 25(1S), 869-879. https://doi.org/10.69980/redvet.v25i1S.903
Section
Articles
