Research Article
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Year 2020, Volume: 5 Issue: 2, 105 - 114, 30.12.2020
https://doi.org/10.31822/jomat.715717

Abstract

References

  • Akan, P. (1995), "Dimensions of service quality: A study in Istanbul", Managing Service Quality: An International Journal, Vol. 5, No. 6, pp.39-43. https://doi.org/10.1108/09604529510796575
  • Barsky, J.D. (1992), "Customer satisfaction in the hotel industry: Meaning and measurement", Hospitality Research Journal, Vol. 16, No. 1, pp.51-73. https://doi.org/10.1177/109634809201600105
  • Barsky, J.D. and Labagh, R. (1992), "A strategy for customer satisfaction", Cornell Hotel and Restaurant", Administration Quarterly, Vol. 33, No. 5, pp.32-40. https://doi.org/10.1177/001088049203300524
  • Bishop Gagliano, K. and Hathcote, J. (1994), "Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores", Journal of Services Marketing, Vol. 8, No. 1, pp.60-69. https://doi.org/10.1108/08876049410053311
  • Bojanic, D.C. and Drew Rosen, L. (1994), "Measuring service quality in restaurants: An application of the SERVQUAL instrument", Hospitality Research Journal, Vol. 18, No. 1, pp.3-14. https://doi.org/10.1177/109634809401800102
  • Buttle, F. (1995), SERVQUAL: Review, critique, research agenda. European Journal of Marketing, Vol. 30, No. 1, pp 8–32. https://doi.org/10.1108/03090569610105762
  • Cooper, D.R. and Schindler, P.S. (2006), Marketing research. New York, NY: McGraw-Hill/Irwin.
  • Devi Juwaheer, T. (2004), "Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach – a case study of Mauritius", Managing Service Quality: An International Journal, Vol. 14, No. 5, pp.350-364. https://doi.org/10.1108/09604520410557967
  • Devi Juwaheer, T. and Lee Ross, D. (2003), "A study of hotel guest perceptions in Mauritius”, International Journal of Contemporary Hospitality Management, Vol. 15, No. 2, pp.105-115. https://doi.org/10.1108/09596110310462959
  • Donnelly, M., Neil, J., Rimmer, R. and Shiu, M. (2006), "Assessing the quality of police service using SERVQUAL". An International Journal of Police Strategies & Management, Vol. 29, No. 1, pp.92–105. https://doi.org/10.1108/13639510610648502
  • Drost, E.A. (2011), "Validity and reliability in social science research”, Education Research and perspectives, Vol. 38, No. 1, pp.105.
  • Edvardsson, B. and Olsson, J. (1996), "Key concepts for new service development", Service Industries Journal, Vol. 16, No. 2, pp.140-164. https://doi.org/10.1080/02642069600000019
  • Ekinci, Y., Prokopaki, P. and Cobanoglu, C. (2003), "Service quality in Cretan accommodations: marketing strategies for the UK holiday market", International Journal of Hospitality Management, Vol. 22, No. 1, pp.47-66. https://doi.org/10.1016/S0278-4319(02)00072-5
  • Getty, J.M. and Thompson, K.N. (1994), "A procedure for scaling perceptions of lodging quality", Hospitality Research Journal, Vol. 18, No. 2, pp.75-96. https://doi.org/10.1177/109634809401800206
  • Hair Jr., J.F., Black, W.C., Babin, B.J. and Anderson, R.E. (2010), Multivariate Data Analysis A Global Perspective. Upper Saddle River, NJ: Pearson Education.
  • Hassan, A., Parvez, M. and Ekiz, E. (2019), Technology Induced Loyalty Schemes for Customer Relationship Management and Positive Purchase Decisions. Paper presented at The 9th Advances in Hospitality and Tourism Marketing and Management (AHTMM) Conference. Portsmouth: University of Portsmouth and the Washington State University. The 09th-12th July, 2019.
  • Hoffman, K.D. and Bateson, J.E. (2001), Essentials of services marketing: Concepts, strategies and cases. London: Cengage Learning.
  • Jeong, M. and Oh, H. (1998), "Quality function deployment: An extended framework for service quality and customer satisfaction in the hospitality industry" International Journal of Hospitality Management, Vol. 17, No. 4, pp.375-390. https://doi.org/10.1016/S0278-4319(98)00024-3
  • Jessica Hwang, L.J., Eves, A. and Desombre, T. (2003), "Gap analysis of patient meal service perceptions”, International Journal of Health Care Quality Assurance, Vol. 16, No. 3, pp.143-153. https://doi.org/10.1108/09526860310470874
  • Kessler, S. (1996), Measuring and managing customer satisfaction: Going for the gold. Milwaukee, WI: ASQ Quality Press.
  • Knutson, B., Stevens, P., Patton, M. and Thompson, C. (1993), "Consumers' expectations for service quality in economy, mid-price and luxury hotels”, Journal of Hospitality & Leisure Marketing, Vol. 1, No. 2, pp.27-43. https://doi.org/10.1300/J150v01n02_03
  • Kotler, P. and Gertner, D. (2002), "Country as brand, product, and beyond: A place marketing and brand management perspective", Journal of brand management, Vo. 9, N0. 4, pp.249-261. https://doi.org/10.1057/palgrave.bm.2540076
  • Kotler, P. and Keller, K.L. (2009), Marketing management. Upper Saddle River, NJ: Pearson Education.
  • Lewis, R. C. and Chambers, R. E. (2000), Marketing leadership in hospitality, foundations and practices. New York, NY: Wiley.
  • Lewis, R. C. and Booms, B. H. (1983), The marketing aspect of service quality. In L. Berry, G. Shostack and G. Upah (eds.), Emerging Perspective on Service Marketing. Chicago, IL: American Marketing Association, pp. 99- 107. Mazumder, S. and Hasan, A.B.M.R. (2014), "Measuring service quality and customer satisfaction of the hotels in Bangladesh: a study on national and international hotel guest", Journal of Tourism and Hospitality Management, Vol. 2, No. 1, pp.95-111.
  • Mei, A., Dean, A.M. and White, C.J. (1999), "Analysing service quality in the hospitality industry" Managing Service Quality: An International Journal, Vol. 8, No. 2, pp.136-143. https://doi.org/10.1108/09604529910257920
  • Mey, L.P., Akbar, A.K. and Fie, D.Y.G. (2006), "Measuring service quality and customer satisfaction of the hotels in Malaysia: Malaysian, Asian and non-Asian hotel guests", Journal of Hospitality and Tourism Management, Vol. 13, No. 2, pp.144-160. https://doi.org/10.1375/jhtm.13.2.144
  • Oberoi, U. and Hales, C. (1990), "Assessing the quality of the conference hotel service product: Towards an empirically based model", Service Industries Journal, Vol.10, N0.4, pp.700-721. https://doi.org/10.1080/02642069000000083
  • Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1990), "Guidelines for Conducting Service Quality Research", Marketing Research, Vol. 2, No. 4, pp.34-44.
  • Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988), "Servqual: A multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol.64, No.1, pp.12-40.
  • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research". The Journal of Marketing, Vol. 49, No. 4, pp.41-50. https://doi.org/10.1177/002224298504900403
  • Patton, R.J., Chen, J. and Siew, T.M. (1994), "Fault diagnosis in nonlinear dynamic systems via neural networks", In 1994 International Conference on Control - Control '94. Coventry: the 21st-24th March, 1994.
  • Rao, C. P. and Singhapakdi, A. (1997), "Marketing ethics: A comparison between services and other marketing professionals" Journal of Services Marketing, Vol. 11, pp.409–426. doi.org/10.1108/08876049710187509
  • Roscoe, J.T. (1975), Fundamental research statistics for the behavioral. London: CBLS.
  • Saleh, F. and Ryan, C. (1991), "Analysing service quality in the hospitality industry using the SERVQUAL model" Service Industries Journal, Vol.11, No. 13, pp.324-345. https://doi.org/10.1080/02642069100000049
  • Saleh, F. and Ryan, C. (1992), "Client perceptions of hotels: A multi-attribute approach" Tourism Management, Vol. 13, No, 2, pp.163-168. https://doi.org/10.1016/0261-5177(92)90058-F
  • Sekaran, U. and Bougie, R. (2010), "Theoretical framework in theoretical framework and hypothesis development". Research methods for business: A skill building approach. Chichester: John Wiley & Sons.
  • Seth, N., Deshmukh, S. G. and Vrat, P. (2005), "Service quality models: A review" International Journal of Quality and Reliability Management, Vol. 22, pp.913–949. https://doi.org/10.1108/02656710510625211
  • Solomon, M.R. (2009), "Marketing: Real people, real decisions". Upper Saddle River, NJ: Pearson Education.
  • Tsang, N. and Qu, H. (2000), "Service quality in China's hotel industry: A perspective from tourists and hotel managers”, International Journal of Contemporary Hospitality Management, Vol. 12, No. 5, pp.316-326. https://doi.org/10.1108/09596110010339706
  • Webster, C. and Hung, L.C. (1994), "Measuring Service Quality and Promoting Decentring" The TQM Magazine, 6(5), pp.50-55.
  • Wong Ooi Mei, A., Dean, A.M. and White, C.J. (1999), "Analysing service quality in the hospitality industry”, Managing Service Quality: An International Journal, Vol. 9, No. 2, pp.136-143. https://doi.org/10.1108/09604529910257920
  • Zaibaf, M., Taherikia, F. and Fakharian, F. (2013), "Effect of Perceived Service Quality on Customer Satisfaction in Hospitality Industry: Gronroos' Service Quality Model Development" Journal of Hospitality Marketing & Management, Vol.22, No. 5, pp.490-504. https://doi.org/10.1080/19368623.2012.670893

The assessment of perceived service quality dimensions of hotel industry in Bangladesh

Year 2020, Volume: 5 Issue: 2, 105 - 114, 30.12.2020
https://doi.org/10.31822/jomat.715717

Abstract

This research aims to identify the gaps between customer expectation and customer perception on service quality of the hotel industry in Bangladesh based on five dimensions of service quality, namely "reliability, responsiveness, assurance, empathy, and tangibles". This study surveyed 300 respondents from different tourist spots of Cox's Bazar and Saint Martin based on self-administered "modified SERVQUAL questionnaire". Data were analysed using "mean, reliability test, independent sample t-test and one –way ANOVA test and single analysis of variance (ANOVA)" via SPSS version 22. The study adopts a different statistical test based on the primary data. Results indicated that tourists' perceptions failed to light their demand on the service quality of hotel sectors in Bangladesh. Results also show that tourists' expectations and perceptions in the case of tangibles and empathy dimensions are not significant in an independent sample t-test based on Gender and nationality respectively. However, in one-way ANOVA t-tests based on age, educational background and occupation; there is a significant difference between customer expectations and perception in the case of only two dimensions, which is reliability and empathy. The outcomes are anticipated to provide necessary guidelines to the service entrepreneurs for boosting the customer satisfaction level by identifying the gaps of the hotel industry in Bangladesh.

References

  • Akan, P. (1995), "Dimensions of service quality: A study in Istanbul", Managing Service Quality: An International Journal, Vol. 5, No. 6, pp.39-43. https://doi.org/10.1108/09604529510796575
  • Barsky, J.D. (1992), "Customer satisfaction in the hotel industry: Meaning and measurement", Hospitality Research Journal, Vol. 16, No. 1, pp.51-73. https://doi.org/10.1177/109634809201600105
  • Barsky, J.D. and Labagh, R. (1992), "A strategy for customer satisfaction", Cornell Hotel and Restaurant", Administration Quarterly, Vol. 33, No. 5, pp.32-40. https://doi.org/10.1177/001088049203300524
  • Bishop Gagliano, K. and Hathcote, J. (1994), "Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores", Journal of Services Marketing, Vol. 8, No. 1, pp.60-69. https://doi.org/10.1108/08876049410053311
  • Bojanic, D.C. and Drew Rosen, L. (1994), "Measuring service quality in restaurants: An application of the SERVQUAL instrument", Hospitality Research Journal, Vol. 18, No. 1, pp.3-14. https://doi.org/10.1177/109634809401800102
  • Buttle, F. (1995), SERVQUAL: Review, critique, research agenda. European Journal of Marketing, Vol. 30, No. 1, pp 8–32. https://doi.org/10.1108/03090569610105762
  • Cooper, D.R. and Schindler, P.S. (2006), Marketing research. New York, NY: McGraw-Hill/Irwin.
  • Devi Juwaheer, T. (2004), "Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach – a case study of Mauritius", Managing Service Quality: An International Journal, Vol. 14, No. 5, pp.350-364. https://doi.org/10.1108/09604520410557967
  • Devi Juwaheer, T. and Lee Ross, D. (2003), "A study of hotel guest perceptions in Mauritius”, International Journal of Contemporary Hospitality Management, Vol. 15, No. 2, pp.105-115. https://doi.org/10.1108/09596110310462959
  • Donnelly, M., Neil, J., Rimmer, R. and Shiu, M. (2006), "Assessing the quality of police service using SERVQUAL". An International Journal of Police Strategies & Management, Vol. 29, No. 1, pp.92–105. https://doi.org/10.1108/13639510610648502
  • Drost, E.A. (2011), "Validity and reliability in social science research”, Education Research and perspectives, Vol. 38, No. 1, pp.105.
  • Edvardsson, B. and Olsson, J. (1996), "Key concepts for new service development", Service Industries Journal, Vol. 16, No. 2, pp.140-164. https://doi.org/10.1080/02642069600000019
  • Ekinci, Y., Prokopaki, P. and Cobanoglu, C. (2003), "Service quality in Cretan accommodations: marketing strategies for the UK holiday market", International Journal of Hospitality Management, Vol. 22, No. 1, pp.47-66. https://doi.org/10.1016/S0278-4319(02)00072-5
  • Getty, J.M. and Thompson, K.N. (1994), "A procedure for scaling perceptions of lodging quality", Hospitality Research Journal, Vol. 18, No. 2, pp.75-96. https://doi.org/10.1177/109634809401800206
  • Hair Jr., J.F., Black, W.C., Babin, B.J. and Anderson, R.E. (2010), Multivariate Data Analysis A Global Perspective. Upper Saddle River, NJ: Pearson Education.
  • Hassan, A., Parvez, M. and Ekiz, E. (2019), Technology Induced Loyalty Schemes for Customer Relationship Management and Positive Purchase Decisions. Paper presented at The 9th Advances in Hospitality and Tourism Marketing and Management (AHTMM) Conference. Portsmouth: University of Portsmouth and the Washington State University. The 09th-12th July, 2019.
  • Hoffman, K.D. and Bateson, J.E. (2001), Essentials of services marketing: Concepts, strategies and cases. London: Cengage Learning.
  • Jeong, M. and Oh, H. (1998), "Quality function deployment: An extended framework for service quality and customer satisfaction in the hospitality industry" International Journal of Hospitality Management, Vol. 17, No. 4, pp.375-390. https://doi.org/10.1016/S0278-4319(98)00024-3
  • Jessica Hwang, L.J., Eves, A. and Desombre, T. (2003), "Gap analysis of patient meal service perceptions”, International Journal of Health Care Quality Assurance, Vol. 16, No. 3, pp.143-153. https://doi.org/10.1108/09526860310470874
  • Kessler, S. (1996), Measuring and managing customer satisfaction: Going for the gold. Milwaukee, WI: ASQ Quality Press.
  • Knutson, B., Stevens, P., Patton, M. and Thompson, C. (1993), "Consumers' expectations for service quality in economy, mid-price and luxury hotels”, Journal of Hospitality & Leisure Marketing, Vol. 1, No. 2, pp.27-43. https://doi.org/10.1300/J150v01n02_03
  • Kotler, P. and Gertner, D. (2002), "Country as brand, product, and beyond: A place marketing and brand management perspective", Journal of brand management, Vo. 9, N0. 4, pp.249-261. https://doi.org/10.1057/palgrave.bm.2540076
  • Kotler, P. and Keller, K.L. (2009), Marketing management. Upper Saddle River, NJ: Pearson Education.
  • Lewis, R. C. and Chambers, R. E. (2000), Marketing leadership in hospitality, foundations and practices. New York, NY: Wiley.
  • Lewis, R. C. and Booms, B. H. (1983), The marketing aspect of service quality. In L. Berry, G. Shostack and G. Upah (eds.), Emerging Perspective on Service Marketing. Chicago, IL: American Marketing Association, pp. 99- 107. Mazumder, S. and Hasan, A.B.M.R. (2014), "Measuring service quality and customer satisfaction of the hotels in Bangladesh: a study on national and international hotel guest", Journal of Tourism and Hospitality Management, Vol. 2, No. 1, pp.95-111.
  • Mei, A., Dean, A.M. and White, C.J. (1999), "Analysing service quality in the hospitality industry" Managing Service Quality: An International Journal, Vol. 8, No. 2, pp.136-143. https://doi.org/10.1108/09604529910257920
  • Mey, L.P., Akbar, A.K. and Fie, D.Y.G. (2006), "Measuring service quality and customer satisfaction of the hotels in Malaysia: Malaysian, Asian and non-Asian hotel guests", Journal of Hospitality and Tourism Management, Vol. 13, No. 2, pp.144-160. https://doi.org/10.1375/jhtm.13.2.144
  • Oberoi, U. and Hales, C. (1990), "Assessing the quality of the conference hotel service product: Towards an empirically based model", Service Industries Journal, Vol.10, N0.4, pp.700-721. https://doi.org/10.1080/02642069000000083
  • Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1990), "Guidelines for Conducting Service Quality Research", Marketing Research, Vol. 2, No. 4, pp.34-44.
  • Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988), "Servqual: A multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol.64, No.1, pp.12-40.
  • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research". The Journal of Marketing, Vol. 49, No. 4, pp.41-50. https://doi.org/10.1177/002224298504900403
  • Patton, R.J., Chen, J. and Siew, T.M. (1994), "Fault diagnosis in nonlinear dynamic systems via neural networks", In 1994 International Conference on Control - Control '94. Coventry: the 21st-24th March, 1994.
  • Rao, C. P. and Singhapakdi, A. (1997), "Marketing ethics: A comparison between services and other marketing professionals" Journal of Services Marketing, Vol. 11, pp.409–426. doi.org/10.1108/08876049710187509
  • Roscoe, J.T. (1975), Fundamental research statistics for the behavioral. London: CBLS.
  • Saleh, F. and Ryan, C. (1991), "Analysing service quality in the hospitality industry using the SERVQUAL model" Service Industries Journal, Vol.11, No. 13, pp.324-345. https://doi.org/10.1080/02642069100000049
  • Saleh, F. and Ryan, C. (1992), "Client perceptions of hotels: A multi-attribute approach" Tourism Management, Vol. 13, No, 2, pp.163-168. https://doi.org/10.1016/0261-5177(92)90058-F
  • Sekaran, U. and Bougie, R. (2010), "Theoretical framework in theoretical framework and hypothesis development". Research methods for business: A skill building approach. Chichester: John Wiley & Sons.
  • Seth, N., Deshmukh, S. G. and Vrat, P. (2005), "Service quality models: A review" International Journal of Quality and Reliability Management, Vol. 22, pp.913–949. https://doi.org/10.1108/02656710510625211
  • Solomon, M.R. (2009), "Marketing: Real people, real decisions". Upper Saddle River, NJ: Pearson Education.
  • Tsang, N. and Qu, H. (2000), "Service quality in China's hotel industry: A perspective from tourists and hotel managers”, International Journal of Contemporary Hospitality Management, Vol. 12, No. 5, pp.316-326. https://doi.org/10.1108/09596110010339706
  • Webster, C. and Hung, L.C. (1994), "Measuring Service Quality and Promoting Decentring" The TQM Magazine, 6(5), pp.50-55.
  • Wong Ooi Mei, A., Dean, A.M. and White, C.J. (1999), "Analysing service quality in the hospitality industry”, Managing Service Quality: An International Journal, Vol. 9, No. 2, pp.136-143. https://doi.org/10.1108/09604529910257920
  • Zaibaf, M., Taherikia, F. and Fakharian, F. (2013), "Effect of Perceived Service Quality on Customer Satisfaction in Hospitality Industry: Gronroos' Service Quality Model Development" Journal of Hospitality Marketing & Management, Vol.22, No. 5, pp.490-504. https://doi.org/10.1080/19368623.2012.670893
There are 43 citations in total.

Details

Primary Language English
Subjects Tourism (Other)
Journal Section Research Papers
Authors

Md. Alauddin This is me 0000-0002-8350-7557

Syed Md. Hasib Ahsan This is me

Md. Aktar Kamal This is me

Mohammad Manjur Alam This is me

Azizul Hassan 0000-0002-0636-963X

Publication Date December 30, 2020
Published in Issue Year 2020 Volume: 5 Issue: 2

Cite

APA Alauddin, M., Hasib Ahsan, S. M., Aktar Kamal, M., Manjur Alam, M., et al. (2020). The assessment of perceived service quality dimensions of hotel industry in Bangladesh. Journal of Multidisciplinary Academic Tourism, 5(2), 105-114. https://doi.org/10.31822/jomat.715717



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