Show simple item record

dc.contributor.authorAvraam, Papastathopoulos
dc.contributor.authorAhmad, Norita
dc.contributor.authorAhmad, Syed Zamberi
dc.date.accessioned2019-02-19T12:56:31Z
dc.date.available2019-02-19T12:56:31Z
dc.date.issued2018
dc.identifier.citationhttps://www.emeraldinsight.com/doi/full/10.1108/TR-10-2017-0160en_US
dc.identifier.urihttps://dspace.adu.ac.ae/handle/1/1609
dc.descriptionAhmad, S. Z., Ahmad, N., & Papastathopoulos, A. (2018). Measuring service quality and customer satisfaction of the small-and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE). Tourism Review.en_US
dc.description.abstractPurpose This study aims to delve upon customer satisfaction and service quality within small- and medium-sized hotels (SMSHs) by using a modified SERVQUAL model. Design/methodology/approach Data for the study were collected from a sample of 253 guests of varying nationalities who stayed at SMSHs of one-to-three-star ratings in the UAE. Moreover, 15 face-to-face interviews were conducted. The influence of the five dimensions of the SERVQUAL model on visitors’ satisfaction was explored using structural equation modelling. Findings The results indicated that three out of the five dimensions of SERVQUAL, namely, tangible, responsiveness and assurance, have significant positive impact on visitors’ satisfaction of the SMSHs Industry. The remaining two dimensions of SERVQUAL, reliability and empathy, have no significant impact on visitors’ satisfaction. Originality/value This study provides a major contribution in that it offers the potential to examine a vastly under researched area of customer satisfaction and service quality of SMSHs in a developing country.en_US
dc.language.isoen_USen_US
dc.publisherEmerald Publishing Limiteden_US
dc.subjectCustomer satisfactionen_US
dc.subjectSERVQUAL modelen_US
dc.subjectService qualityen_US
dc.subjectHotel industryen_US
dc.subjectSmall- and-medium-sized hotelen_US
dc.titleMeasuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE)en_US
dc.typeArticleen_US
dc.identifier.doihttps://doi.org/10.1108/TR-10-2017-0160


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

Show simple item record