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Customer satisfaction and service domains: a further development of PROSERV

Author

Listed:
  • Enrico Ciavolino

    (University of Salento)

  • Gloria Lagetto

    (University of Salento)

  • Andrea Montinari

    (VESTAS Hotels & Resorts)

  • Amjad D. Al-Nasser

    (Yarmouk University)

  • Amer I. Al-Omari

    (Al al-Bayt University)

  • Matteo J. Zaterini

    (University of Salento)

  • Sergio Salvatore

    (University of Salento)

Abstract

This paper aims to represent that levels of customer satisfaction of tourist accommodation are an important prerequisite when the goal is building a loyal relationship with this type of facility. The research involved 239 participants (% 50 women) who have used tourist facilities during the last 2 years. The data used in the research were collected through the administration of a questionnaire: Prosumership Service Quality Model (PROSERV-Q). The methodology utilized to analyse data is the multi-group analysis based on Partial Least Squares Path Modelling (PLS-PM) with high order constructs. The results show that in the PROSERV model the level of global satisfaction affect the attitude of customer loyalty towards the tourism services.

Suggested Citation

  • Enrico Ciavolino & Gloria Lagetto & Andrea Montinari & Amjad D. Al-Nasser & Amer I. Al-Omari & Matteo J. Zaterini & Sergio Salvatore, 2020. "Customer satisfaction and service domains: a further development of PROSERV," Quality & Quantity: International Journal of Methodology, Springer, vol. 54(5), pages 1429-1444, December.
    • Handle: RePEc:spr:qualqt:v:54:y:2020:i:5:d:10.1007_s11135-019-00888-4
    DOI: 10.1007/s11135-019-00888-4
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    References listed on IDEAS

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    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    2. Tenenhaus, Michel & Vinzi, Vincenzo Esposito & Chatelin, Yves-Marie & Lauro, Carlo, 2005. "PLS path modeling," Computational Statistics & Data Analysis, Elsevier, vol. 48(1), pages 159-205, January.
    3. M. Nitti & E. Ciavolino, 2014. "A deflated indicators approach for estimating second-order reflective models through PLS-PM: an empirical illustration," Journal of Applied Statistics, Taylor & Francis Journals, vol. 41(10), pages 2222-2239, October.
    4. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
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    6. E. Ciavolino & A. Calcagnì, 2015. "Generalized cross entropy method for analysing the SERVQUAL model," Journal of Applied Statistics, Taylor & Francis Journals, vol. 42(3), pages 520-534, March.
    7. Enrico Ciavolino & Mariangela Nitti, 2013. "Using the Hybrid Two-Step estimation approach for the identification of second-order latent variable models," Journal of Applied Statistics, Taylor & Francis Journals, vol. 40(3), pages 508-526.
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