Customers' response on service quality in Indonesian hotels: cultural discussion

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Author(s)
Dharmesti, Maria
Winata, Lanita
Merrilees, Bill
Year published
2016
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Show full item recordAbstract
To date, a number of studies have revealed service quality (SQ) as an important aspect
in hotels that affects customer satisfaction and customer loyalty. A model of SQ that
specifically applies in hotels has been developed by Wilkins, Merrilees, and Herington
(2007) in Australia context. Although the concept of SQ in hotels has been well-identified,
there has been less research about hotel’s services provision and SQ assessment in crosscultural
perspective. Survey using Wilkins et al. (2007) instrument was conducted in
Indonesia. Factor analysis was utilised to test Wilkins et al. (2007) SQ measurement.
Literature and ...
View more >To date, a number of studies have revealed service quality (SQ) as an important aspect in hotels that affects customer satisfaction and customer loyalty. A model of SQ that specifically applies in hotels has been developed by Wilkins, Merrilees, and Herington (2007) in Australia context. Although the concept of SQ in hotels has been well-identified, there has been less research about hotel’s services provision and SQ assessment in crosscultural perspective. Survey using Wilkins et al. (2007) instrument was conducted in Indonesia. Factor analysis was utilised to test Wilkins et al. (2007) SQ measurement. Literature and observation justify and explain further about Indonesian cultural aspects that may distinguish the existing SQ measurement. Findings of this study suggest the relevance of cultural influence on services provision in hotels and customers’ measurement of SQ. It confirms the importance of understanding cultural impacts on hotel’s SQ from both management and customer sides.
View less >
View more >To date, a number of studies have revealed service quality (SQ) as an important aspect in hotels that affects customer satisfaction and customer loyalty. A model of SQ that specifically applies in hotels has been developed by Wilkins, Merrilees, and Herington (2007) in Australia context. Although the concept of SQ in hotels has been well-identified, there has been less research about hotel’s services provision and SQ assessment in crosscultural perspective. Survey using Wilkins et al. (2007) instrument was conducted in Indonesia. Factor analysis was utilised to test Wilkins et al. (2007) SQ measurement. Literature and observation justify and explain further about Indonesian cultural aspects that may distinguish the existing SQ measurement. Findings of this study suggest the relevance of cultural influence on services provision in hotels and customers’ measurement of SQ. It confirms the importance of understanding cultural impacts on hotel’s SQ from both management and customer sides.
View less >
Conference Title
Australian and New Zealand Marketing Academy Conference (ANZMAC) 2016: Marketing in a Post-Disciplinary Era
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Copyright Statement
© The Author(s) 2016. The attached file is reproduced here in accordance with the copyright policy of the publisher. For information about this conference please refer to the conference’s website or contact the author[s].
Subject
Marketing Management (incl. Strategy and Customer Relations)
Hospitality Management
Studies of Asian Society