Service quality and customer satisfaction: the moderating effects of hotel star rating

Journal
International journal of hospitality management  
Volume
91
Article Number
102414
Citation
International Journal of Hospitality Management (91): 102414 (2020)
Publisher DOI
10.1016/j.ijhm.2019.102414
Scopus ID
2-s2.0-85076229685
Publisher
Elsevier Science
This research contributes to customer satisfaction knowledge with regard to accommodation in South Africa whose star grading differs. A multi-group analysis and an importance-performance map analysis by means of PLS-SEM allow us to differentiate between service quality performance scores and their influences on customer satisfaction across accommodation with a different star grading. The two most important predictors of satisfaction with one-star and two-star category accommodation are the accommodation infrastructure and the employee expertise. Both predictors were found to have relatively low levels of performance. Safety and security and room quality are two significant determinants of satisfaction with three-star establishments, although they under-perform with regard to safety and security. In respect of four-star and five-star accommodation, waiting time and customer interaction, both of which have above average performance scores, influence customer satisfaction. We provide specific guidelines for managerial interventions to improve service quality and guests’ satisfaction for each grading category.
Subjects
Customer satisfaction
Service quality
Accommodation
IPMA
PLS-SEM
Hotels
DDC Class
330: Wirtschaft