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

Nunkoo, R., Teeroovengadum, V., Ringle, C.M. and Sunnassee, V. 2019. Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management. Advanced online publication. doi:10.1016/j.ijhm.2019.102414

TitleService quality and customer satisfaction: The moderating effects of hotel star rating
TypeJournal article
AuthorsNunkoo, R., Teeroovengadum, V., Ringle, C.M. and Sunnassee, V.
Abstract

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 an 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.

KeywordsCustomer satisfaction; service quality; Accomodation; IPMA; PLS-SEM; hotels
JournalInternational Journal of Hospitality Management
ISSN0278-4319
Year2019
PublisherElsevier
Accepted author manuscript
File Access Level
Open (open metadata and files)
Digital Object Identifier (DOI)doi:10.1016/j.ijhm.2019.102414
Publication dates
Published online21 Nov 2019

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Restricted files

Accepted author manuscript

Under embargo until 21 May 2021

Publisher's version

Under embargo until 21 May 2021
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