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The Empirical Study on the Relationships among Hotels Service Quality, Customer Value and Customer Satisfaction

Author: GeChengWei
Tutor: WangChenGuang
School: Shandong University
Course: Tourism Management
Keywords: Single three-star hotel Quality of service Customer Value Customer Satisfaction Structural equation modeling
CLC: F719
Type: Master's thesis
Year: 2010
Downloads: 772
Quote: 2
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Abstract


As human society and economic development, the service economy has come, the services sector in the national economy plays an increasingly important role. The hotel industry as the dominant service sector is facing unprecedented competition, in which the single three-star hotel in the fierce competition in order to survive and to develop, we must improve the quality of service, fostering customer value and enhance customer satisfaction. In this context, this paper attempts to study hospitality service quality, customer value and customer satisfaction, the relationship between the three-star hotel for the monomer to improve service quality, and foster customer value, improve customer satisfaction, providing constructive comments. This paper first reviews the relevant literature, on this basis, combining features of the hotel industry to build the forms of service quality, customer value and customer satisfaction conceptual model. This model consists of quality, value and satisfaction of six and nine variables related research hypotheses relationship. Tai'an City monomer followed by three-star hotel as the research object, based on the data collected, using SPSS 13.0 software related to data quality inspection; using AMOS 5.0 software for structural equation modeling, model parameter estimation, model evaluation, model Correction and model effects decomposition and on hypotheses and depth the relationship between the three. Finally, according to research findings on the development of hotel business comments and suggestions. Thesis research data, build structural equation model to verify hypotheses, the main conclusions drawn are: (1) customer demand from the perspective of this paper, the basic dimensions of customer value will be divided into functional dimension, emotional dimension, social dimension and cost dimensions; (2) the quality of service on customer satisfaction have significant direct impact, through customer value on customer satisfaction have significant indirect effects; (3) the quality of service to the customer value of each dimension affect the results are different, in which the customer functional value and cost value more significant impact on the social value is basically no effect; (4) four dimensions of customer value on customer satisfaction had significant positive effects, including the cost value and emotional value greater impact on customer satisfaction. At the same time, taking into account the complex relationship between the three, the paper concluded that there are some limitations, this paper also put forward some suggestions for future research, hoping to improve the relationship between the three explanatory power.

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CLC: > Economic > Trade and Economic > Domestic Trade and Economic > Services sector
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