Customer Participation on Service Quality.

6883 Words Jul 21st, 2011 28 Pages
CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Ivanka.Avelini.Holjevac@fthm.hr Suzana Marković University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Suzana.Markovic@fthm.hr and Sanja Raspor University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: sraspor@veleri.hr ABSTRACT One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the …show more content…
The theory was developed by Oliver (1980), who proposed that satisfaction level is a result of the difference between expected and perceived performance. Satisfaction (positive disconfirmation) occures when product or service is better than expected. On the other hand, a performance worse than expected results with dissatisfaction (negative disconfirmation). Studies show that customer satisfaction may have direct and indirect impact on business results. Anderson et al. (1994), Yeung et al. (2002), and Luo and Homburg (2007) concluded that customer satisfaction positively affects business profitability. The majority of studies have investigated the relationship with customer behaviour patterns (Söderlund, 1998; Kandampully and Suhartanto, 2000; Dimitriades, 2006; Olorunniwo et al., 2006; Chi and Qu, 2008; Faullant et al., 2008). According to these findings, customer satisfaction increases customer loyalty, influences repurchase intentions and leads to positive word-of-mouth. Given the vital role of customer satisfaction, it is not surprising that a variety of research has been devoted to investigating the determinants of satisfaction (Churchill and Surprenant, 1982; Oliver, 1980; Barsky, 1995; Zeithaml and Bitner, 2003). Satisfaction can be determined by subjective (e. g. customer needs, emotions) and objective factors (e. g. product and service features). Applying to the hospitality industry, there have been numerous
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