MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY

By A. Akbaba. 2006

616 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/26639273ee29b361e66d93f0087f3da55d0c9169

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Citations in the corpus

Examining the Effect of Tour Guide Performance, Tourist Trust, Tourist Satisfaction, and Flow Experience on Tourists' Shopping Behavior (2014, methodology): “In other words, SERVQUAL must be further examined with respect to reliability, validity, and its generic factor structure when used in the other research context (Akbaba, 2006; Kuo, Chang, Chen, & Hsu, 2012).”
A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach (2009, methodology): “The SERVQUAL has been tested in various settings including hotel, rural accommodation, tourist judgment, IT service and health care areas (Akbaba, 2006; Albacete-Sa’ez, Fuentes-Fuentes, & Llore’ns-Montes, 2007; Jun, Peterson, & Zsidisin, 1998; Kang & Bradley, 2002; Weiermair & Fuchs, 1999).”
TOURISM AND HOTEL COMPETITIVENESS RESEARCH (2009, methodology): “Akbaba (2006) used SERVQUAL to examine the service quality expectations of hotel customers.”
Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty (2018, methodology): “Moreover, the LODGSERV scale developed by Knutson et al. (1990) with one dimension (convenience) developed by Akbaba (2006) was used to determine the responses of the customers to “process quality.””
The effects of service quality and consumer-brand value congruity on hospitality brand loyalty (2019, background): “Akbaba (2006) identified some of the attributes that may complicate the hotels’ task of defining, delivering and measuring service quality.”
Exploring the Relationship between Service Quality and Customer Satisfaction in Croatian Hotel Industry (2013, background): “Previous studies conducted in the hotel sector identified different outcomes with regard to the number and interpretation of dimensions guests use to assess perceived hotel service quality (Akan, 1995; Wong Ooi Mei et al., 1999; Choi and Chu, 2001; Marković, 2003; Akbaba, 2006).”
Unraveling the diverse nature of service quality in a sharing economy: A social exchange theory perspective of Airbnb accommodation (2017, background): “The service quality literature in the lodging industry asserts that the evaluation of service quality is multidimensional, (Ekinci, 2002) and that the recommended factors could not be generic (Akbaba, 2006) since some of these can be different in different hotel settings (i.”
Improving importance-performance analysis: the role of the zone of tolerance and competitor performance. the case of Taiwan's hot spring hotels. (2014, methodology): “Theoretical frameworks have subsequently been developed, along with various methods devised tomeasure the service quality of various hotel types (Akbaba, 2006; Callan & Kyndt, 2001; Ekinci, Prokopaki, & Cobanoglu, 2003; Juwaheer, 2004; Tsang & Qu, 2000).”
Alternative measures of service quality: a review (2008, methodology): “Over the past 15 years or so, at least 30 industry-specific scales of service quality have been published in the literature on service quality – including (among others) scales suggested by Saleh and Ryan (1991), Vandamme and Leunis (1993), Jabnoun and Khalifa (2005), Akbaba (2006), and Caro and Gar”
The Differential Effects of the Quality and Quantity of Online Reviews on Hotel Room Sales (2014, background): “For example, the different degrees of buyer involvement for various hotel types (Akbaba 2006; Barsky and Nash 2003; Gu, Park, and Konana 2012; Suh et al. 1997) affect the role of the online review in the purchase process.”
Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand (2017, methodology): “The importance of service quality in the lodging industry is well documented (e.g. Akbaba, 2006; Wu & Ko, 2013; Yang et al., 2011).”
Positive Emotions (2011, background): “to explain more of the variance of customers’ overall service quality in an international environment (Akbaba 2006).”