IDEAS home Printed from https://ideas.repec.org/a/spr/qualqt/v54y2020i5d10.1007_s11135-019-00888-4.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11135-019-00888-4
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.

    File URL: https://libkey.io/10.1007/s11135-019-00888-4?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    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.
    5. Enrico Ciavolino & Maurizio Carpita & Mariangela Nitti, 2015. "High-order PLS path model with qualitative external information," Quality & Quantity: International Journal of Methodology, Springer, vol. 49(4), pages 1609-1620, July.
    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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jun-Hwa Cheah & Hiram Ting & T. Ramayah & Mumtaz Ali Memon & Tat-Huei Cham & Enrico Ciavolino, 2019. "A comparison of five reflective–formative estimation approaches: reconsideration and recommendations for tourism research," Quality & Quantity: International Journal of Methodology, Springer, vol. 53(3), pages 1421-1458, May.
    2. Sharon Tan & Evan Lau & Hiram Ting & Jun-Hwa Cheah & Biagio Simonetti & Tan Hiok Lip, 2019. "How Do Students Evaluate Instructors’ Performance? Implication of Teaching Abilities, Physical Attractiveness and Psychological Factors," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 146(1), pages 61-76, November.
    3. Enrico Ciavolino & Sergio Salvatore & Piergiorgio Mossi & Gloria Lagetto, 2019. "High-order PLS path model for multi-group analysis: the prosumership service quality model," Quality & Quantity: International Journal of Methodology, Springer, vol. 53(5), pages 2371-2384, September.
    4. Maurizio Carpita & Paola Pasca & Serena Arima & Enrico Ciavolino, 2023. "Clustering of variables methods and measurement models for soccer players’ performances," Annals of Operations Research, Springer, vol. 325(1), pages 37-56, June.
    5. Maurizio Carpita & Enrico Ciavolino & Mariangela Nitti, 2019. "The MIMIC–CUB Model for the Prediction of the Economic Public Opinions in Europe," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 146(1), pages 287-305, November.
    6. Paola Pasca & Evelyn Simone & Enrico Ciavolino & Alessia Rochira & Terri Mannarini, 2023. "A higher-order model of community resilience potential: development and assessment through confirmatory composite analysis based on partial least squares," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(2), pages 1033-1054, April.
    7. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
    8. Tae-Seung Park & Jun-Su Kim & Jiyoun Kim, 2021. "The Impact of Perceived Hapkido Service Quality on Exercise Continuation and Recommendation Intentions, with a Focus on Korean Middle and High School Students," Sustainability, MDPI, vol. 13(6), pages 1-10, March.
    9. Taryn Renatta De Mendonca & Yan Zhou, 2019. "Environmental Performance, Customer Satisfaction, and Profitability: A Study among Large U.S. Companies," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
    10. Yürük, Pınar & Akyol, Ayşe & Şimşek, Gülhayat Gölbaşı, 2017. "Analyzing the effects of social impacts of events on satisfaction and loyalty," Tourism Management, Elsevier, vol. 60(C), pages 367-378.
    11. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
    12. Oznur Ozkan Tektas & Canan Eryigit & Ozge Tayfur Ekmekci, 2017. "Does Thinking Style Affect the Impacts of Satisfaction and Reputation on Repurchase Intention? A Cross-National Comparison," Journal of Marketing and Consumer Behaviour in Emerging Markets, University of Warsaw, Faculty of Management, vol. 2(6), pages 4-24.
    13. Theodorakis, Nicholas D. & Alexandris, Kostas & Tsigilis, Nikolaos & Karvounis, Serafim, 2013. "Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality," Sport Management Review, Elsevier, vol. 16(1), pages 85-96.
    14. Usha Lenka & Damodar Suar & Pratap K.J. Mohapatra, 2009. "Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial Banks," Journal of Entrepreneurship and Innovation in Emerging Economies, Entrepreneurship Development Institute of India, vol. 18(1), pages 47-64, March.
    15. Khan, Kamran & Hameed, Irfan, 2017. "The mediation of customer satisfaction and moderation of Price: Evidence from the generation Y users of cell phones," MPRA Paper 91773, University Library of Munich, Germany.
    16. Gaby Odekerken-Schröder & Bloemer Josée, 2002. "Constraints and Dedication as Drivers for Relationship Commitment: An Empirical Study in a Health-Care Context," Research Memorandum 078, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    17. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
    18. Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
    19. Lei Huang, 2017. "Birds of a feather: a normative model of assessing consumers’ satisfaction in a generalized expectation–disconfirmation paradigm," Journal of Marketing Analytics, Palgrave Macmillan, vol. 5(1), pages 5-13, March.
    20. Briggs, Elten & Landry, Timothy D. & Daugherty, Patricia J., 2007. "Patronage in continually delivered business service contexts," Journal of Business Research, Elsevier, vol. 60(11), pages 1144-1151, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:qualqt:v:54:y:2020:i:5:d:10.1007_s11135-019-00888-4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.