Greener Journal of Business and Management Studies

Excellence and Timeliness

Change Language

New Block 2

Greener Journal of  Business and Management Studies  Vol. 4 (4), pp. 146-152, August 2014

 ISSN: 2276-7827 ©  2014 Greener Journals 

Research Paper

Manuscript Number: 062614282

DOI: http://dx.doi.org/10.15580/GJBMS.2014.4.062614282 

The Relationship between Hotel Rating and Customer Outcomes: Customer Perceived Service Quality and Customer Satisfaction

 

*Chikosha Felix and Vutete Clever

 

Department of Business Management, Zimbabwe Open University, 209 Hay Road Bindura.


*Corresponding Author’s Email: frixch @hotmail .com

Abstract:

In this present milieu, the need to improve service quality and customer satisfaction is considered substantial due to stiff competition between businesses. Service quality and customer satisfaction can easily define organisational success. The study scrutinises the relationship between hotel rating and the customer outcomes; service quality and customer satisfaction. In this research paper, the quantitative research approach was used. A total of 60 hotel guests were taken as respondents for each of the selected hotels. The data was collected through questionnaires with structured questions. Perceived service quality and customer satisfaction levels were recorded highest for Rainbow Hotel (5 star), followed by Holiday Inn Hotel (4 star) and then Crown Plaza Hotel (3 star). This implies a positive relationship between hotel ratings the customer outcomes. It is judicious to believe that upgrading service quality increase customer satisfaction and ultimately results in improved hotel ratings.

Keywords: hotel star rating, service quality, customer satisfaction.

Reference:


Akan P, (1995). Dimensions of service quality: a study in Istanbul. Managing Service Quality, 5(6): 39-43.

Atkinson A, (1988). Answering the eternal question: what does the customer want? The Cornell Hotel and Restaurant Administration Quarterly, 29(2): 12-14.

Barsky JD, Labagh R, (1992). A strategy for customer satisfaction. The Cornell Hotel and Restaurant Administration Quarterly, 35(3): 32-40.

Bolton RN, Drew JH, (1991). "A Longitudinal   Analysis of the Impact of Service Changes on Customer Attitudes." Journal of Marketing, Vol. 55, pp. 1-9.

Callan RJ, (1989). Small country hotels and hotel award schemes as a measurement of service quality. The Service Industries Journal, 9(2), 223-246.

Callan RJ, (1995). Hotel classification and grading schemes, a paradigm of utilization and user characteristics. International Journal of Hospitality Management, 14(3/4), 271-283.

Caribbean Tourism Organisation. (2002). Hotel Classification System.www.caribbean.org

Choi TY, Chu R, (2001). Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20: 277-297.

Daily L, (2004). Making sense of hotel ratings. Retrieved November, 7, 2004, from http://www.viamagazine.com/top_stories/articles/Hotel_Ratings04.asp

Gilbert D, Horsnell S, (1998). Customer satisfaction measurement practice in United Kingdom hotels. Journal of Hospitality & Tourism Research, 22(4): 450-464.

Hope BG, Wild RH, (1994). ‘An Expert Support System for Service Quality Improvement’, IEEE.

Knutson B, (1988). Frequent travellers: making them happy and bringing them back. The Cornell Hotel and Restaurant Administration Quarterly, 29(1): 83-87.

Jiang J, Zhao M, (2010). The Determinants of Consumers’ Satisfaction with Hotels in China. Roger Williams University, Bristol, RI. www.nedsi.org/proc/2010/proc/p091115019.pdf

Min H, Min H, (1996). ‘Benchmarking the quality of hotel services: managerial perspectives’, International Journal of Quality & Reliability Management, Vol. 14 No. 6, 1997, pp. 582-597.

Narangajavana Y, Hu Bo, (2008). 'The Relationship Between the Hotel Rating System, Service Quality Improvement, and Hotel Performance Changes: A Canonical Analysis of Hotels in Thailand', Journal of Quality Assurance in Hospitality & Tourism, 9: 1, 34 -56.

Nasiru T, Okunola GA, Yina OD, (2013).  Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state. www.jthca.org/Download/pdf/V4%20IS3/chap%201.pdf

Parasuraman A, Zeithmal VA, and Berry LL, (1988). SERVIQUAL: a multi-item scale for measuring customer perception of service quality. Journal of Retailing, 64(1): 12-40.

Ryu K, Han H, Kim T, (2008). ‘The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioural intentions’, International Journal of Hospitality Management 27 pp. 459–469.

Shi J, Su Q, (2007). ‘Evaluation of Hotel Service Quality Based on Customer Satisfaction’. IEEE.

Su AYL, (2004). Customer satisfaction measurement practice in Taiwan hotels. International Journal of Hospitality Management, 23: 397-408.

Su C, Sun L, (2007), “Taiwan’s hotel rating system: a service quality perspective”, Cornell Hotel and Restaurant Administration Quarterly, Vol. 48 No. 4, pp. 392-401.

Wiersma DA, De Boeij WP, Pshenichnikov MS, (1996). "On the relation between the echo-peak shift and Brownian-oscillator correlation function." Chemical physics letters 253.1: 53-60.

World Tourism Organization (WTO) & International Hotel and Restaurant Association (IH&RA). (2004, April). The Joint WTO & IH&RA Study on Hotel Classification. Retrieved September 2,fromhttp://www.world tourism.org/quality/E/events/conf apr04/wtoihra hcstudy.pdf.

Zimbabwe Tourism Authority (2013). Hotel Ratings. www.zimtourism.net.

Call for Papers/Books/Thesis

Call for Scholarly Articles


Authors from around the world are invited to send scholary articles that suits the scope of this journal. The journal is currently open to submissions and will process and publish articles daily immediately they are they ready.


The journal is centered on quality and goes about its processes in a very timely fashion. Seasoned editors/reviewers will be consulted to review each article(s), profer quality evaluations and polish the articles with expertise before publication.


Simply send your article(s) as an e-mail attachment to manuscripts@acad.gjournals.org or manuscripts.igj@gmail.com.


Call for Books


You are also invited to submit your books for online or print publication. We publish books related to all academic subject areas.    Submit as an e-mail attachment to books@acad.gjournals.org.


Call for Thesis

             



Search

Login Form

Other Journals


Newsletters


Sponsored