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The Empirical Study On The Relationships Among Hotels Service Quality, Customer Value And Customer Satisfaction

Posted on:2011-01-28Degree:MasterType:Thesis
Country:ChinaCandidate:C W GeFull Text:PDF
GTID:2189360305950228Subject:Tourism Management
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As human social economic development and the coming of service economy era, the service industry plays an increasingly important role in the whole national economy. The hotel industry as a special service industries face an unprecedented fierce competition. The individual 3-star hotel must improve their service quality, foster customer value and improve customer satisfaction in order to survive in the fierce competition.The study attempt to discuss the relationships among hotels service quality, customer value and customer satisfaction under this background. Based on the research result, the purpose of this study is to give constructive suggestions on how to improve customer satisfaction and foster real and long time customer value for Individual hotel operators. Firstly, the thesis reviews the relative theories. Considering the former research outcomes and the characters ties of the hotel, it sets up a relationship model of service quality, customer satisfaction and customer loyalty. This model includes 6 antecedents and 9 hypotheses relationship. Then the study uses SPSS 13.0 software inspect the quality of related data based on the data collection of Taian individual star hotel. In order to validate assumptions and to further explore the relationship among the three variables, the study uses the AMOS 5.0 software models the SEM, estimates the model parameter, evaluates the model, modificates the model and decomposes the model effects. At last, it gives active suggestions to the operators of individual star hotel from the research result.The search model was empirically tested using structure equation modeling technology and found that the main conclusions as follows. Firstly, originating from the need of consumers, dimensions of consumer value can be divided into four categories, i.e. functional value, emotion value, society value and cost value. Secondly, the service quality has a significant direct impact on the customer satisfaction; while through customer value give significant indirect effects on customer satisfaction. Thirdly, service quality has different influence effect on customer value's each ingredient, in which has the obvious impact on customer functional value and cost value while no influence on the social value of customer. Finally, four dimensions of customer value have significantly positive effect on the customer satisfaction, among which cost value and emotion value contributes prior to the other two. While considering the complexity of the influence on three factors, the limitations of this study are unavoidable, and some advices were suggested for subsequent research.
Keywords/Search Tags:Individual 3-Star Hotel, Service Quality, Customer Value, Customer Satisfaction, Structural Equation Modeling (SEM)
PDF Full Text Request
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