KaydedilenlerDerginizi ekleyin

Dergiler / International Journal of Business and Management Studies / 2010 / Cilt: 2 Sayı: 1

THE IMPACT OF SERVICE QUALITY ON BEHAVIORAL INTENTION IN HOSPITALITY INDUSTRY

Ayse KURUUZUM
Can Deniz KOKSAL
Sayfa
9–15
Yayın Tarihi
2010-06-01
DOI
—
🏛️Bu makalenin bibliyografik verileri ve tam metin bağlantısı DergiPark üzerinden sağlanmıştır.
DergiPark Kaydı ↗
✨

Yapay Zeka Hızlı Bakış & Çıkarımlar

AI Insight
⚡ TL;DR(1 Cümlede Hızlı Çıkarım)

In the path analysis, with which, examining the impact of service quality on behavioral intention was aimed; we found that the service quality has more impact on the behavioral dimensions of “loyalty” and “pay more”.

📌 3 Maddede Bu Makale

🎯
Amaç & Hipotez:The purpose of this study is to determine the impact of service quality on behavioral intention in hospitality industry.
📊
Temel Bulgular & Veri:This study was performed in five star hotels in Belek Tourism District in Antalya, and 610 questionnaire forms were returned out of 1000 distributed ones.
💡
Sonuç & Katkı:In the path analysis, with which, examining the impact of service quality on behavioral intention was aimed; we found that the service quality has more impact on the behavioral dimensions of “loyalty” and “pay more”.
🔬Tür:Uygulamalı Anket & Alan Araştırması
📍Kapsam:Genişletilmiş Akademik Örneklem
⚙️Değişkenler:Service quality · behavioral intention · hospitality industry

Abstract

The purpose of this study is to determine the impact of service quality on behavioral intention in hospitality industry. In order to measure service quality, five-dimensional and twenty two-itemed scale which adapted for hospitality industry by Tsaur, Lin and Wu from Parasuraman, Zeithaml and Berry’s SERVQUAL scale, was used. Together with this scale, five-dimensional and thirteenitemed scale which developed by Parasuraman, Zeithaml and Berry was used in order to measure behavioral intention. This study was performed in five star hotels in Belek Tourism District in Antalya, and 610 questionnaire forms were returned out of 1000 distributed ones. According to the results of the study, the correlation values related with the dimensions of service quality and behavioral intention are found varying between 0.245 and 0.821. In the path analysis, with which, examining the impact of service quality on behavioral intention was aimed; we found that the service quality has more impact on the behavioral dimensions of “loyalty” and “pay more”.

🔖

Bu Makaleye Atıf Yap

KURUUZUM, A., KOKSAL, C. D. (2010). THE IMPACT OF SERVICE QUALITY ON BEHAVIORAL INTENTION IN HOSPITALITY INDUSTRY. International Journal of Business and Management Studies, Cilt: 2 Sayı: 1, 9–15. https://ajindex.com/articles/993347

📄 Tam Metin PDF Okuyucu

📄

PDF görüntüleyici hazırlanıyor...

Kaynakça (10)

  1. Bahia K., and Nantel J. (2000), ‘A Reliable and Valid Measurement Scale for the Perceived Service Quality of Banks’, International Journal of Bank Marketing, Vol.18, pp. 84-91.
  2. Cronin, J. J. and Taylor, A. S. (1992), “Measuring Service Quality: A Reexamination and Extention”, Journal of Marketing, Vol. 56, pp. 55-68.
  3. Hair, J. F., Anderson R. E., Tahtam, R. L., Black, W. C. (1998), Multivariate Data Analysis. Pearson Education, New Jersey. Hutchinson, J., Lai, F. and Wang, Y. (2008), “Understanding the Relationships of Quality, Value, Equity, Satisfaction, and Behavioral Intentions Among Golf Travelers”, Tourism Management, Vol. 30, pp. 298-308.
  4. Jöreskog, K. G., Sörbom, D. ( 2001), Lisrel 8: User’s Reference Guide. Scientific Software International, Chicago. Lewis, R.C. and Boom, B. H. (1983), "The Marketing Aspects of Service Quality", ( in: Berry, L., Shostack, G., Upah, G. –Ed., Emerging Perspectives on Services Marketing), American Marketing, Chicago, IL, pp. 99-107.
  5. Ozdemir, V. E. and Hewett, K. (2010), “The Effect of Collectivism on the Importance of Relationship Quality and Service Quality and Service Quality for Behavioral Intentions: A Cross- National and Cross-Contextual Analysis”, Journal of International Marketing, Vol 18, pp. 41-62.
  6. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, Vol. 49, pp. 41-50.
  7. Tsaur, S-H. and Lin, Y-C. (2004), “Promoting Service Quality in Tourist Hotels: The Role of HRM practices and Service Behavior”, Tourism Management, Vol. 25, pp. 471-481.
  8. Tsaur, S-H., Lin,C-T. and Wu, C-S. (2005), “Culturel Differences of Service Quality and Behavioral Intention in Tourist Hotels”, Journal of Hospitality & Leisure Marketing, Vol. 13, pp. 63. Theodorakis, N. D. and Alexandris, K. (2008), “Can Service Quality Predict Spectators’ Behavioral Intentions in Professional Soccer?”, Managing Leisure, Vol 13, pp. 162-178.
  9. Vijayadurai, J. (2008), “Service Quality, Customer Satisfaction and Behavioral Intention in Hotel Industry”, Journal of Marketing & Communication, Vol. 3, pp. 14-26.
  10. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996), “The Behavioral Consequences of Service Quality”, Journal of Marketing, Vol. 60, pp. 31-46.