 |
[email protected] |
 |
3275638434 |
 |
 |
| Paper Publishing WeChat |
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Efficacy of Alternative Service Quality Measures to Predict Satisfaction and Future Intention
Joohyun Lee
Full-Text PDF
XML 666 Views
DOI:10.17265/2328-2169/2022.02.002
Eastern Mennonite University, Harrisonburg, USA
This research focuses on comparing various service quality measures including disconfirmation measures (performance-minus-importance and performance-minus-expectation), performance-only measure, and importance-weighted measures (importance-weighted performance-only and importance-weighted disconfirmation) in a festival setting. It also explores the relationship between the constructs of service quality and other variables including visitors’ perceptions of overall service quality, overall satisfaction, and future intentions. Reliability, convergent validity, discriminant validity, and predictive validity of five service quality measures are tested and compared. The result shows that the importance-weighted performance-only measure exhibits the highest reliability and validity.
service quality measures, overall quality, overall satisfaction, future intention
Journal of Tourism and Hospitality Management, Mar.-Apr. 2022, Vol. 10, No. 2, 64-73, doi: 10.17265/2328-2169/2022.02.002
Absher, J. D. (1998). Customer service measure for national forest recreation. Journal of Parks and Recreation Administration, 16(3), 31-42.
Agarwal, V. (2013). Investigating the convergent validity of organizational trust. Journal of Communication Management, 17(1), 24-39.
An, B., Harada, M., & Sato, S. (2020). Service quality, satisfaction, and behavioral intention in a triathlon event: The different experiences between local and non-local participants. Journal of Sport & Tourism, 24(2), 127-142.
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804.
Brandon-Jones, A., & Silvestro, R. (2010). Measuring internal service quality: Comparing the gap-based and perceptions-only approaches. International Journal of Operations & Production Management, 30(12), 1291-1318.
Canny, I. U. (2013). An empirical investigation of service quality, tourist satisfaction and future behavioral intentions among domestic local tourist at Borobudur Temple. International Journal of Trade, Economics and Finance, 4(2), 86-91.
Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
Carrillat, F., Jaramillo, F., & Mulki, J. (2007). The validity of the SERVQUAL and SERVPERF scales: A metal-analytic view of 17 years of research across five continents. International Journal of Service Industry Management, 18(5), 472-490.
Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29-35.
Chen, C. M., Lee, H. T., Chen, S. H., & Huang, T. H. (2011). Tourist behavioral intentions in relation to service quality and customer satisfaction in Kinmen National Park, Taiwan. International Journal of Tourism Research, 13(5), 416-432.
Crompton, J. L., & Love, L. L. (1995). The predictive validity of alternative approaches to evaluating quality of festival. Journal of Travel Research, 34(summer), 11-24.
Cronin, J. J. & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(January), 55-68.
Cronin, J. J. & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-minus-expectations measurement of service quality. Journal of Marketing, 58(January), 125-131.
Dortyol, I. T., Varinli, I., & Kitapci, O. (2013). How do international tourists perceive hotel quality? An exploratory study of service quality in Antalya tourism region. International Journal of Contemporary Hospitality Management, 26(3), 470-495.
Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(February), 39-50.
Ghotbabadi, A. R., Feiz, S., & Baharun, R. (2015). Service quality measures: A review. International Journal of Academic Research in Business and Social Sciences, 5(2), 267-286.
Howat, G., Murray, D., & Crilley, G. (1999). The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports, and leisure center customers. Journal of Park and Recreation Administration, 17(2), 42-64.
Hsu, C., Lin, C., & Chen, M. (2011). Exploring logistics services quality in home delivery industry: Do service providers and customers have different viewpoints? Journal of Quality, 18(5), 439-453.
Hudson, S., Hudson, P., & Miller, G. A. (2004). The measurement of service quality in the tour operating sector: A methodological comparison. Journal of Travel Research, 42(3), 305-312.
Jonkisz, A., Karniej, P., & Krasowska, D. (2021). SERVQUAL method as an “old new” tool for improving the quality of medical service: A literature review. International Journal of Environmental Research and Public Health, 18(20), 10758. Retrieved from https://doi.org/10.3390/ijerph182010758
Kasper, H., van Helsdingen, P., & de Vries, W., Jr. (1999). Service marketing and management: An international perspective. Chichester, England: Wiley.
Ladhari, R. (2008). Alternative measures of service quality: A review. Managing Service Quality, 18(1), 65-86. doi:10.1108/09604520810842849
LaTour, S. A., & Peat, N. C. (1979). Conceptual and methodological issues in consumer satisfaction research. Advances in Consumer Research, 6, 431-437.
Lee, Y., Wang, Y., Chien, C., Wu, C., Lu, S., Tsai, S., & Dong, W. (2016). Applying revised gap analysis model in measuring hotel service quality. SpringerPlus, 5, 1191. Retrieved from https://doi.org/10.1186/s40064-016-2823-z
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(Fall), 41-50
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(Spring), 12-40.
Parasuraman, A., Zeithaml, V., & Berry, L. (1994). A reassessment of expectation as comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58(January), 111-124.
Park, J., & Jeong, E. (2019). Service quality in Tourism: A systematic literature review and keyword network analysis. Sustainability, 11(13), 3665.
Prentice, R., & Andersen, V. (2003). Festival as creative destination. Annals of Tourism Research, 30(1), 7-30.
Schneider, B., & White, S. S. (2004). Service quality: Research perspective. Thousand Oaks, CA: Sage.
Teas, R. K. (1993). Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of Marketing, 57, 18-34.
Voorhees, C. M., Brady, M. K., Calantone, R., & Ramirez, E. (2016). Discriminant validity testing in marketing: An analysis, causes for concern, and proposed remedies. Journal of the Academy of Marketing Science, 44, 119-134.
Williams, D. R. (1988). Great expectations and the limits to satisfaction: A review of recreation and consumer satisfaction research. In Outdoor recreation benchmark 1988: Proceedings of the National Outdoor Recreation Forum (pp. 422-438). USDA Forest Service General Technical Report SE-52.
Zeithaml, V. A. (1988). Customer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52, 2-22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of Academy of Marketing Science, 21(1), 1-12.