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Panchal, Dinesh
- Relationships between Service Quality, Customer Satisfaction & Customer Loyalty in Hotel Services
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Affiliations
1 Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
2 Navrachana University, Vadodara, Gujarat, IN
3 Analytics School of Business Management, NMIMS University, Mumbai, Maharashtra, IN
4 Operations Management & Decision Science SBM, NMIMS University, Mumbai, Maharashtra, IN
1 Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
2 Navrachana University, Vadodara, Gujarat, IN
3 Analytics School of Business Management, NMIMS University, Mumbai, Maharashtra, IN
4 Operations Management & Decision Science SBM, NMIMS University, Mumbai, Maharashtra, IN
Source
Journal of Hospitality Application and Research, Vol 15, No 2 (2020), Pagination: 47-65Abstract
Rendering Service Quality is a key for survival. Hotel industry has a huge potential for growth due to the rich heritage of the country & also the enormous business potential. This study uses secondary data from a survey of Hotel Customers. Based on extensive literature survey, a theoretical model is proposed to relate the Service Quality, Customer Satisfaction & Customer Loyalty. Using convenience sampling, a survey (with a well-defined Questionnaire) was carried out for regular hotel users & Structural Equation Modelling (using IBM SPSS AMOS) was used for investigating the relationship between the latent constructs of the Service Quality, Customer Satisfaction & Customer Loyalty. The study indicated that Service Quality (with its five antecedents) has a significant influence on Customer Satisfaction & in turn, Customer Satisfaction has a significant influence on Customer Loyalty in Hotel Services. The emerging model can be used for developing necessary managerial strategies for achieving the ultimate objective of Customer Satisfaction & Customer Loyalty.Keywords
Services Quality, Customer Satisfaction, Customer Loyalty, Tangibles, Reliability, Responsiveness, Assurance, Empathy, SERVQUAL.
- The Critical Dimensions of TQM in Hospitality Services
Abstract Views :107 |
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Authors
Affiliations
1 Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
2 Assistant Professor, Navrachana University, Vadodara, Gujarat, IN
3 Associate Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
1 Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
2 Assistant Professor, Navrachana University, Vadodara, Gujarat, IN
3 Associate Professor, Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, IN
Source
Journal of Hospitality Application and Research, Vol 16, No 2 (2021), Pagination: 63-82Abstract
The current research paper uses an extensive literature survey to study the different dimensions of Total Quality Management. Using a self-administered structured questionnaire, a survey was carried out for premium segment hotels in Mumbai. One Hundred & Thirty-Four survey responses were obtained vide emails. Multiple Regression Analysis was used for investigating the influence of the dimensions of Total Quality Management on the Overall Total Quality. The important contribution of the current study is identifying the four critical dimensions for TQM that influences the Overall Total Quality for Hospitality: (i) Top Management Commitment, (ii) Organizational Culture (iii) Continuous Improvement & (iv) Servicescapes (Physical Environment & Facilities). Practitioners can focus on the limited dimensions like Continuous Improvement with concentrated attention at all the organization levels to improve quality performance. The current study endeavours to promote TQM in Indian Service Sector for both academia & practicing managers. The proposed framework of “The Critical Dimensions of TQM in Hospitality Services” can be a guide for Hospitality Service Managers to effectively implement TQM.Keywords
Total Quality Management, Top Management Commitment, Overall Total Quality, Organization Culture, Continuous Improvement, Employee Empowerment, Service Companies, Physical FacilitiesReferences
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