Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services
Purpose – The purpose of this paper is twofold: (1) to assess importance-performance analysis (IPA) and service performance (SERVPERF) conceptualizations of service quality, and to establish which one excels in predicting the tourists' satisfaction in hotel industry; and (2) to test the mediati...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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Faculty of tourism and hospitality management
2019-05-01
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| Series: | Tourism and Hospitality Management |
| Subjects: | |
| Online Access: | https://thm.fthm.hr/images/issues/vol25no1/BabicHodovic_ArslanagicKalajdzic_Banda_Sivac |
| _version_ | 1818043067994734592 |
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| author | Vesna Babić-Hodović Maja Arslanagić-Kalajdžić Amra Banda Amina Sivac |
| author_facet | Vesna Babić-Hodović Maja Arslanagić-Kalajdžić Amra Banda Amina Sivac |
| author_sort | Vesna Babić-Hodović |
| collection | DOAJ |
| description | Purpose – The purpose of this paper is twofold: (1) to assess importance-performance analysis (IPA) and service performance (SERVPERF) conceptualizations of service quality, and to establish which one excels in predicting the tourists' satisfaction in hotel industry; and (2) to test the mediating role of satisfaction between quality conceptualization and hotel guests’ repurchase intentions and word of mouth recommendations regarding the hotel.
Design – A conceptual framework was empirically tested on a sample of 311 tourists staying in six hotels in Sarajevo (Bosnia and Herzegovina), which is a tourist destination with increased relevance internationally.
Methodology – Covariance-based structural equation modeling was used to estimate the model.
Approach – Two conceptualizations were firstly estimated separately then they were contrasted and compared.
Findings – The results showed a slight superiority of the IPA conceptualization over that of SERVPERF in predicting satisfaction and in affecting customer attitudinal and behavioral outcomes. This study also confirms the vital mediating role of satisfaction on customer outcomes.
Originality of the research – This study utilizes and compares two relevant conceptualizations of hotel service quality and is based on a conceptual framework that establishes which one is better for predicting tourists’ behavioral outcomes. The study is of practical relevance since it gives suggestions on tools that should be used by hotel managers in assessing the quality perceived by their guests. |
| first_indexed | 2024-12-10T08:56:20Z |
| format | Article |
| id | doaj.art-83aea7f02fc44e2094935ab0b97d2b74 |
| institution | Directory Open Access Journal |
| issn | 1330-7533 1847-3377 |
| language | English |
| last_indexed | 2024-12-10T08:56:20Z |
| publishDate | 2019-05-01 |
| publisher | Faculty of tourism and hospitality management |
| record_format | Article |
| series | Tourism and Hospitality Management |
| spelling | doaj.art-83aea7f02fc44e2094935ab0b97d2b742022-12-22T01:55:25ZengFaculty of tourism and hospitality managementTourism and Hospitality Management1330-75331847-33772019-05-0125111710.20867/thm.25.1.4Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel servicesVesna Babić-Hodović0Maja Arslanagić-Kalajdžić1https://orcid.org/0000-0002-4954-782XAmra Banda2https://orcid.org/0000-0002-7021-5977Amina Sivac3University of Sarajevo, School of Economics and Business Department of Marketing, Sarajevo, Bosnia and HerzegovinaUniversity of Sarajevo, School of Economics and Business Department of Marketing, Sarajevo, Bosnia and HerzegovinaUniversity of Sarajevo, Faculty of Science Department of Geography, Sarajevo, Bosnia and HerzegovinaUniversity of Sarajevo, Faculty of Science Department of Geography, Sarajevo, Bosnia and HerzegovinaPurpose – The purpose of this paper is twofold: (1) to assess importance-performance analysis (IPA) and service performance (SERVPERF) conceptualizations of service quality, and to establish which one excels in predicting the tourists' satisfaction in hotel industry; and (2) to test the mediating role of satisfaction between quality conceptualization and hotel guests’ repurchase intentions and word of mouth recommendations regarding the hotel. Design – A conceptual framework was empirically tested on a sample of 311 tourists staying in six hotels in Sarajevo (Bosnia and Herzegovina), which is a tourist destination with increased relevance internationally. Methodology – Covariance-based structural equation modeling was used to estimate the model. Approach – Two conceptualizations were firstly estimated separately then they were contrasted and compared. Findings – The results showed a slight superiority of the IPA conceptualization over that of SERVPERF in predicting satisfaction and in affecting customer attitudinal and behavioral outcomes. This study also confirms the vital mediating role of satisfaction on customer outcomes. Originality of the research – This study utilizes and compares two relevant conceptualizations of hotel service quality and is based on a conceptual framework that establishes which one is better for predicting tourists’ behavioral outcomes. The study is of practical relevance since it gives suggestions on tools that should be used by hotel managers in assessing the quality perceived by their guests.https://thm.fthm.hr/images/issues/vol25no1/BabicHodovic_ArslanagicKalajdzic_Banda_Sivacservice qualityimportance-performance analysis (ipa)servperfhotel industry |
| spellingShingle | Vesna Babić-Hodović Maja Arslanagić-Kalajdžić Amra Banda Amina Sivac Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services Tourism and Hospitality Management service quality importance-performance analysis (ipa) servperf hotel industry |
| title | Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services |
| title_full | Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services |
| title_fullStr | Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services |
| title_full_unstemmed | Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services |
| title_short | Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services |
| title_sort | ipa and servperf quality conceptualisations and their tole for satisfaction with hotel services |
| topic | service quality importance-performance analysis (ipa) servperf hotel industry |
| url | https://thm.fthm.hr/images/issues/vol25no1/BabicHodovic_ArslanagicKalajdzic_Banda_Sivac |
| work_keys_str_mv | AT vesnababichodovic ipaandservperfqualityconceptualisationsandtheirtoleforsatisfactionwithhotelservices AT majaarslanagickalajdzic ipaandservperfqualityconceptualisationsandtheirtoleforsatisfactionwithhotelservices AT amrabanda ipaandservperfqualityconceptualisationsandtheirtoleforsatisfactionwithhotelservices AT aminasivac ipaandservperfqualityconceptualisationsandtheirtoleforsatisfactionwithhotelservices |