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Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia
16 references·6 citing·36 second hop
Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia (2013)Customer Satisfaction in Hospitality Indu…Marketing for Hospitality and Tourism (2022)Marketing for Hospitality and…Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…Intelligence Generation and Superior Customer Value (2000)Intelligence Generation and S…Customer loyalty in the hotel industry: the role of customer satisfaction and image (2000)Customer loyalty in the hotel…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…Customer satisfaction and its consequences on customer behaviour revisited (1998)Customer satisfaction and its…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Marketing for Hospitality and Tourism (1995)Marketing for Hospitality and…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…An Experimental Study of Customer Effort, Expectation, and Satisfaction (1965)An Experimental Study of Cust…Customer lifetime value: the effect of relational benefits, brand experiences, quality, satisfaction, trust and commitment in the fast-food restaurants (2023)Customer lifetime value: the …The Influence of Brand Image and Lifestyle on Purchase Intention Mediated by Consumer Attitude on Personal Care Products with Regional Comparison as Multigroup Moderator (Study on Consumers in Banda Aceh VS Lhokseumawe) (2022)The Influence of Brand Image …Modeling the relationship between perceived service quality, tourist satisfaction, and tourists’ behavioral intentions amid COVID-19 pandemic: Evidence of yoga tourists’ perspectives (2022)Modeling the relationship bet…RETRACTED: Measurement and evaluation the impact of perceived healthcare service quality on guest loyalty during COVID-19 (2021)RETRACTED: Measurement and ev…Mampukah Citra Merek, Fasilitas dan Kepercayaan Meningkatkan Kepuasan Pengunjung Taman Hewan Kota Pematangsiantar (2020)Mampukah Citra Merek, Fasilit…Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia (2019)Using SERVQUAL to determine G…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Destination Competitiveness: Determinants and Indicators (2003)Social Media in Tourism and Hospitality: A Literature Review (2013)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Climate strength: a new direction for climate research. (2002)Understanding Service Convenience (2002)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1995Marketing for Hospitality and Tourism1,885 cited
  • 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction1,292 cited
  • 2000Customer loyalty in the hotel industry: the role of customer satisfaction and image1,231 cited
  • 1965An Experimental Study of Customer Effort, Expectation, and Satisfaction1,180 cited
  • 2000Intelligence Generation and Superior Customer Value623 cited

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1998
Customer satisfaction and its consequences on customer behaviour revisited
428 cited
  • 2022Marketing for Hospitality and Tourism403 cited
  • Cited by

    • 2019Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia65 cited
    • 2022Modeling the relationship between perceived service quality, tourist satisfaction, and tourists’ behavioral intentions amid COVID-19 pandemic: Evidence of yoga tourists’ perspectives43 cited
    • 2023Customer lifetime value: the effect of relational benefits, brand experiences, quality, satisfaction, trust and commitment in the fast-food restaurants25 cited
    • 2021RETRACTED: Measurement and evaluation the impact of perceived healthcare service quality on guest loyalty during COVID-1921 cited
    • 2020Mampukah Citra Merek, Fasilitas dan Kepercayaan Meningkatkan Kepuasan Pengunjung Taman Hewan Kota Pematangsiantar12 cited
    • 2022The Influence of Brand Image and Lifestyle on Purchase Intention Mediated by Consumer Attitude on Personal Care Products with Regional Comparison as Multigroup Moderator (Study on Consumers in Banda Aceh VS Lhokseumawe)10 cited