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

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    DharmestiPUB2648.pdf (145.5Kb)
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    Version of Record (VoR)
    Author(s)
    Dharmesti, Maria
    Winata, Lanita
    Merrilees, Bill
    Griffith University Author(s)
    Winata, Lanita
    Merrilees, Bill J.
    Dharmesti, Maria D.
    Year published
    2016
    Metadata
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    Abstract
    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 ...
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    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.
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    Conference Title
    Australian and New Zealand Marketing Academy Conference (ANZMAC) 2016: Marketing in a Post-Disciplinary Era
    Publisher URI
    https://anzmac.org/
    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
    Publication URI
    http://hdl.handle.net/10072/100820
    Collection
    • Conference outputs

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