التفاصيل البيبلوغرافية
| العنوان: |
Impact of Service Expectation, Experiential Quality, and Perceived Value on Hotel Customer Satisfaction. |
| المؤلفون: |
Saut, Moeun1 (AUTHOR) saut.moeun@rupp.edu.kh, Bie, Sieng1 (AUTHOR) |
| المصدر: |
Journal of Quality Assurance in Hospitality & Tourism. 2024, Vol. 25 Issue 4, p781-809. 29p. |
| مصطلحات موضوعية: |
*PERCEIVED quality, *CUSTOMER satisfaction, STRUCTURAL equation modeling, SATISFACTION |
| مصطلحات جغرافية: |
SIEMREAB (Cambodia) |
| مستخلص: |
Overall tourist satisfaction could lead to tourists' staying for extended periods of time at the hotels and to repeated visits. Thus, identifying influential factors that affect customer satisfaction is vital. The paper addresses the influence of service expectation, experiential quality, and perceived value on customers' satisfaction regarding the hotels in Siem Reap, Cambodia. A survey questionnaire is the data collection instrument. Structural equation modeling has been used for building the model to test direct effects, while the Sobel test has been employed to measure indirect effects. The results show that perceived value has a strong positive effect on customer satisfaction, while service expectation has a weak negative one. Experiential quality has no influence. Service expectation influences perceived value indirectly, and experiential quality acts as a mediator. However, experiential quality and perceived value do not play the role of serial mediators in the relationship between service expectation and customer satisfaction. [ABSTRACT FROM AUTHOR] |
|
Copyright of Journal of Quality Assurance in Hospitality & Tourism is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) |
| قاعدة البيانات: |
Business Source Index |