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Conference: Business
Conference ID Number: 513-187
Full Name: Khuram Shahzad Bukhari
Position: Lecturer
Age: Biophysics2
Sex: Male
Address: Institute of Management Sciences , B.Z. University
Country: PAKISTAN
Tel: 9210056
Tel prefix: +9261
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E-mail address: khurambukhari@bzu.edu.pk
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Title of the Paper: Relationship between Service Quality, Perceived Value, Satisfaction and Revisit Intentions in Hotel Industry
Authors as they appear in the Paper: MUHAMMAD ZAFARULLAH, HYAT AWAN, KHURAM BUKHARI, MUHAMMAD RAZA
Email addresses of all the authors: drmzafarullah@hotmail.com, drhayat@bzu.edu.pk, khurambukhari@bzu.edu.pk,ahmadraza833@hotmail.com
Number of paper pages: 9
Abstract: The basic purpose of article is to find relationship between service quality, perceived value, customer satisfaction and repurchase intentions. The relationships between these variables are very complex so we will find the relationship in two models. First we simply check impact of each variable with other one. Secondly check that perceived value work as moderating variable between service quality and satisfaction or not. These all variables are very important for any manager to see that what matters a lot in order to satisfy customer. So, Critical indices are developed to identify critical factors of service quality and perceived value. This paper clarifies the dimensions of service quality and perceived value in hotel industry environment. This paper also compares that satisfaction or perceived value is better predictor of repurchase intentions. The last purpose is to check that is there any effect on these variables due to demographics variable like age, gende!
r, income, occupation. Survey Questionnaires are used to collect data from 125 luxury hotel customers of Pakistan. Instrument includes 59 items to measure all four variables. These variables are further subdivided into more dimensions for better measurement. SPSS 17 is used to do CFA and Regression analysis. First of all there are three dimensions of service quality discovered from this study. These dimensions are service consistency, service convenience and customer demand fulfillment. In perceived value, we find only two dimensions. These two dimensions are functional which is related with monetary value and other is symbolic which is related with social and emotional value. Secondly, this research finds relationship among service quality, perceived value, satisfaction and revisit intention in hotel industry. First of all the relationship between service quality dimensions and perceived value dimensions is significant.Then we find that perceived value and service quali!
ty have important and positive relationship with satisfaction and revi
sit intentions. Thirdly the perceived value and satisfaction both have positive relationship with repurchase intentions but satisfaction has stronger relation than perceived value. The paper is one of the first to provide critical factors which are important to improve service quality and increase perceived value. Secondly this paper is also first one to investigate the thorough relationship among all these important factors in Pakistani hotel industry context.
Keywords: SERVQUAL, Perceived Value, Satisfaction, Behavioral intentions, LISREL, Critical Indices, Hotel Industry
EXTENSION of the file: .doc
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