Measuring Service Quality in the Hotel Industry: Evidences from Northern Cyprus

Osman M. Karatepe · Turgay Avcí

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior and Marketing Influence

Abstract

This study sets out to assess the level of service quality and customer satisfaction provided by hotels in Northern Cyprus, using a SERVPERF scale. For this purpose, the translated instrument was administered to 189 hotel customers in the region. The results of exploratory factor analysis revealed that the SERVPERF scale proved to be of two-dimensional structure in character. Tangibles and intangibles were found by stepwise regression analysis to be important determinants of customer satisfaction. Additionally, SERVPERF scores gave a good prediction of overall customer satisfaction. Possible management actions suggested by the present evidence are also discussed.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1979A Paradigm for Developing Better Measures of Marketing Constructs 1992Measuring Service Quality: A Reexamination and Extension 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1991Refinement and reassessment of the SERVQUAL scale.1970Marketing Research

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