RELATIONSHIP BETWEEN SERVICE QUALITY, PERCEIVED VALUE, SATISFACTION AND REVISIT INTENTION IN HOTEL INDUSTRY

Ahmad Nabeel Siddiquei · Hayat Muhammad Awan · Khurram Bukhari

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

The work is considered to find the relationship between service quality, perceived value and customer satisfaction and repurchase intentions in luxury hotel management in Pakistan. The purpose of this studyis to find dimensions of service quality and perceived value in hotel industry environment. Survey Questionnaires are used to collect data from 125 luxury hotel customers of Pakistan. After analysis of collected data three dimensions of service quality are identified which is service consistency, service convenience and customer demand fulfillment. This study also enabled to identifytwo dimensions of perceived value which are functional and symbolic.We also found that perceived value and service quality have important and positive relationship with satisfaction and revisit intentions. The paper is one of the first papers to investigate the thorough relationship among all these important factors in Pakistani hotel industry context. It has implications for both the managers and owners of hotel as to what is the quality and satisfaction criterion of customers.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1996The Behavioral Consequences of Service Quality 2001Consumer perceived value: The development of a multiple item scale 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 1997Customer value: The next source for competitive advantage 2001Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology.2009The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services 2002Customer perceived value: a substitute for satisfaction in business markets?

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