Friday, 24 May, 2019

011-28082485

011-47044510

+91-9899775880

Perceptions of service quality through interaction, physical environment and outcome quality of hotel services

Journal of Hospitality Application and Research

Volume 4 Issue 1

Published: 2009
Author(s) Name: HUSSAIN KASHIF, EKIZ H. ERDOGAN
Locked Subscribed Available for All

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

View PDF

Refund policy | Privacy policy | Copyright Information | Contact Us | Feedback © Publishingindia.com, All rights reserved