Perceptions of service quality through interaction, physical environment and outcome quality of hotel services
Published: 2009
Author(s) Name: HUSSAIN KASHIF, EKIZ H. ERDOGAN
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Abstract
The current study measures the customer satisfaction level of service quality through interaction quality, physical environment quality, and outcome quality in three-, four- and five-star hotels of North Cyprus, and presents a hypothesized model for customer satisfaction using performance-only scale. For this purpose the measuring instrument was administered to 371 hotel customers. The results of the path analysis evidenced that interaction quality, physical environment quality and outcome quality exert significant positive effect on customer satisfaction. The hypothesized model and results are discussed in detail.
Keywords: Customer satisfaction, interaction quality, physical environment quality, outcome quality, and hotel services
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