IDEAS home Printed from https://ideas.repec.org/p/arz/wpaper/eres2013_296.html
   My bibliography  Save this paper

Customer Satisfaction with Luxury Hotel in Bangkok: The Influence of Housekeeping Services Quality

Author

Listed:
  • Pitinan Kawachart

Abstract

Purpose – The purpose of this study is to examine the service quality, to represent what factors of housekeeping-service quality make the greatest contribution to customer satisfaction in housekeeping services of luxury hotels in Bangkok. The items of these four dimensions were adapted and reworded based on the LQI model for investigating the specific context.Design/methodology/approach – Data are collected from 200 Thai and foreign respondents who stayed in the luxury hotel located at CBD of Bangkok within six months. The housekeeping-service quality was measured using four LQI dimensions of Tangibility, Reliability, Responsiveness and Communication as a predictor toward customer satisfaction. Hypothesizing these four dimensions has direct effect on the customer satisfaction in housekeeping services. Data are examined by using exploratory factor analysis and multiple regression analysis.Findings – The resulted indicated that two out of four original constructs had direct effects on customer satisfaction. However, this study found two new constructs, which are Understanding and Competency that had direct effect on customer satisfaction. The final model consisted of four constructs, namely Reliability, Responsiveness, Understanding, and Competency which had an influence on customer satisfaction directly. The final model has relatively good explanatory power with R2 = 40.6%. The Competency was the most significant in the final model.Implications – The hotel managers of luxury class hotels should recognize the important of “Competency” and “Understanding” in performing the housekeeping services in order to enhance customer satisfaction by training the housekeeping to work efficiently and have friendly manner and effort to anticipating customer’s need.Originality/value – This study particularly identified the important factors of housekeeping-services quality, which helped the hotelier to improve the housekeeping services in the right point, thus this helps minimizing cost and time investment. This paper is one of rare study that attentively focused on the context of housekeeping services that has not been developed or operationalized.

Suggested Citation

  • Pitinan Kawachart, 2013. "Customer Satisfaction with Luxury Hotel in Bangkok: The Influence of Housekeeping Services Quality," ERES eres2013_296, European Real Estate Society (ERES).
    • Handle: RePEc:arz:wpaper:eres2013_296
    as

    Download full text from publisher

    File URL: https://eres.architexturez.net/doc/oai-eres-id-eres2013-296
    Download Restriction: no
    File URL: https://eres.architexturez.net/system/files/pdf/eres2013_296.content.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mary Monica Jiony & Tek Yew Lew & Daria Gom & Geoffrey Harvey Tanakinjal & Stephen Sondoh, 2021. "Influence of Cultural Intelligence and Psychological Capital on Service Quality: A Study of the Hotel Industry in Sabah, Malaysia," Sustainability, MDPI, vol. 13(19), pages 1-20, September.

    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. Moriuchi, Emi & Takahashi, Ikuo, 2022. "The role of perceived value, trust and engagement in the C2C online secondary marketplace," Journal of Business Research, Elsevier, vol. 148(C), pages 76-88.
    2. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
    3. Nugroho, Adi, 2021. "Study of Airport Service Quality and Profitability in Indonesia," OSF Preprints ah2ns, Center for Open Science.
    4. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
    5. Muhammad Awan & Khalid Mahmood, 2013. "Development of a service quality model for academic libraries," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(2), pages 1093-1103, February.
    6. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    7. Suzana Markovic & Sanja Raspor & Jelena Komšic, 2012. "Service Quality Measurement in Croatian Wellness Tourism: An Application of the SERVQUAL Scale," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 5(1), pages 47-58.
    8. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    9. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
    10. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
    11. Andrews A. Yalley & Gloria K. Q. Agyapong, 2017. "Measuring service quality in Ghana: a crossvergence cultural perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(2), pages 43-53, June.
    12. Vasiliki V Daskalaki & Maria C Voutsa & Christina Boutsouki & Leonidas Hatzithomas, 2020. "Service quality, visitor satisfaction and future behavior in the museum sector," Post-Print hal-02440954, HAL.
    13. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    14. 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.
    15. Emmanuel Agwu Arisi-Nwugballa, 2016. "Does Outsourcing Improve Quality of Service in Public Healthcare Institutions in South-East Nigeria?," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 6(2), pages 196-203, April.
    16. Ali, Muhammad & Raza, Syed Ali, 2015. "Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model," MPRA Paper 64039, University Library of Munich, Germany.
    17. Chakravarty, Sugato & Feinberg, Richard & Rhee, Eun-Young, 2004. "Relationships and individuals' bank switching behavior," Journal of Economic Psychology, Elsevier, vol. 25(4), pages 507-527, August.
    18. Jung-Yu Lai & Khire Rushikesh Ulhas & Jian-Da Lin, 2014. "Assessing and managing e-commerce service convenience," Information Systems Frontiers, Springer, vol. 16(2), pages 273-289, April.
    19. Muhammad Kashif & Umair Altaf & Hafiz M. Ayub & Umer Asif & John C. Walsh, 2014. "Customer Satisfaction at Public Hospitals in Pakistan: PAKSERV Application," Global Business Review, International Management Institute, vol. 15(4), pages 677-693, December.
    20. Ahmet Kara, 2013. "A low quality–high cost–low satisfaction trap in public health care: a model and an efficiency-quality-welfare improving stochastic resolution," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(4), pages 2081-2093, June.

    More about this item

    JEL classification:

    • R3 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Real Estate Markets, Spatial Production Analysis, and Firm Location

    Statistics

    Access and download statistics

    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:arz:wpaper:eres2013_296. 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: Architexturez Imprints (email available below). General contact details of provider: https://edirc.repec.org/data/eressea.html .

    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.