Journal article
Developing and Validating a Hospitality Service Quality Scale in Saudi Arabia (HOSP-SQ): A Structural Equation Model


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Subtitle: Developing and Validating a Hospitality Service Quality Scale in Saudi Arabia (HOSP-SQ): A Structural Equation Model
Author list: Wael Hassan El-Garaihy
Publication year: 2013
Journal: International Journal of Business and Social Science
Volume number: 4
Issue number: 14
Start page: 1
End page: 15
Number of pages: 15
ISSN: 2219-1933
Web of Science ID:
PubMed ID:
Scopus ID:
eISSN: 2219-6021


This research objective is to construct a model of hospitality service quality, within the borders of Eastern Province in the Saudi Arabia. The research initially examines the literature review, then adapts the features of hotel industry. Empathy, Credibility, Responsiveness, Security, Tangibles, Courtesy and Competence are the seven dimensions assessing hospitality service quality. Structural Equation Modeling used in order to study conceptual model of hospitality service quality. The results, therefore, indicate that service quality is a significant ascendant of customer satisfaction and customer loyalty. Customer satisfaction and customer loyalty have a significantly direct impact on behavioral intentions, which verifies the necessity to continuous observation of the reactions of customers. Customer feedback could be gathered by hotels directors about the service they offered. Customers could also traced according to the directors' assessment, especially those who complain about the service quality. Hotels directors can, through this scheme, identify the problems that they encounter and take corrective and preventive actions.

Keyword: hospitality service quality, customer satisfaction, customer loyalty and customer intentio


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Last updated on 2021-14-10 at 11:57