Customer satisfaction as a mediator between service quality dimensions and behavioral intentions in the Egyptian hotel industry
Joint Authors
Abd al-Azim, Marwah Tariq
Bayyumi, Ahmad al-Badawi
Source
Scientific Journal of Research Business Studies
Issue
Vol. 31, Issue 1 (31 Mar. 2017), pp.615-657, 43 p.
Publisher
Helwan University Faculty of Commerce and Business Administration
Publication Date
2017-03-31
Country of Publication
Egypt
No. of Pages
43
Main Subjects
Topics
Abstract EN
This study aims to examine the influence of service quality dimensions on behavioral intentions and using customer satisfaction as mediator in such a relationship.
After detailed scanning of previous studies, a need to examine the impact of service quality dimensions on intention to switch is highly recommended.
The SERVQUAL instrument was applied to detect the areas of needed quality improvements.
The findings of this study indicated that the quality in the sampled hotels (in terms of reliability, assurance and empathy) was rationally good and influence positively on customers' intention to return or recommend the hotel to a friend or relative and prevent them to switch.
The study recommends giving more attention to improve the quality of staff behavior attributes because of its strongest negative influence on customer satisfaction and in turn their behavioral intentions towards the hotel selection.
American Psychological Association (APA)
Bayyumi, Ahmad al-Badawi& Abd al-Azim, Marwah Tariq. 2017. Customer satisfaction as a mediator between service quality dimensions and behavioral intentions in the Egyptian hotel industry. Scientific Journal of Research Business Studies،Vol. 31, no. 1, pp.615-657.
https://search.emarefa.net/detail/BIM-1185878
Modern Language Association (MLA)
Bayyumi, Ahmad al-Badawi& Abd al-Azim, Marwah Tariq. Customer satisfaction as a mediator between service quality dimensions and behavioral intentions in the Egyptian hotel industry. Scientific Journal of Research Business Studies Vol. 31, no. 1 (2017), pp.615-657.
https://search.emarefa.net/detail/BIM-1185878
American Medical Association (AMA)
Bayyumi, Ahmad al-Badawi& Abd al-Azim, Marwah Tariq. Customer satisfaction as a mediator between service quality dimensions and behavioral intentions in the Egyptian hotel industry. Scientific Journal of Research Business Studies. 2017. Vol. 31, no. 1, pp.615-657.
https://search.emarefa.net/detail/BIM-1185878
Data Type
Journal Articles
Language
English
Notes
-
Record ID
BIM-1185878